IT Client Solutions Manager

Details

Posted: 12-May-24

Location: Wilmington, North Carolina

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: 32126

Department: Consulting Services Support - 55230

Brief Summary of Work for this position:

The IT Client Solutions (ITCS) Manager plays a pivotal role in enhancing service delivery and expanding offerings for campus constituents. Their responsibilities include mentoring and training team members, evaluating technical competencies, and creating talent development plans. Additionally, the manager oversees daily operations, Key Performance Indicators (KPI) reporting, activity planning, and internal procedure maintenance. Proficiency in utilizing an IT Service Management (ITSM) platform is essential for generating reports, identifying trends, and ensuring accurate technical knowledge articles.
Furthermore, The ITCS Manager is responsible for the planning, oversight, and management of two distinct teams. The Endpoint Administration Team and Client Solution Technicians Team, which consists of 10 full-time employees. They are responsible for establishing standard operating procedures and proactively resolving client feedback to prevent escalations.

Minimum Education and Experience Requirements:

• Bachelors degree with 2 years of experience or an Associate degree with 5 years of experience or will accept a combination of related education and experience in substitution.
• Strong technical support and troubleshooting skills.
• Excellent communication and interpersonal skills to provide clear, concise, and timely direction to staff and colleagues.
• Experience with Team Dynamix or other IT Service Management platforms.
• Experience managing full time and part time employees.
• Ability to operate effectively, flexibly, and collegially in a complex organizational environment.
• Demonstrate ability to interpret data, design and implement innovative process improvements.
• Ability to work independently and as part of a team.
• Ability to manage multiple projects and deadlines simultaneously.
• An understanding of a wide range of information within the field of technology.
• A working knowledge of the applications and platforms that are supported as outlined in the position summary.
• Ability to create reports, analyze data, and identify trends.
• Proven leadership skills.
• Ability to train and inspire staff members.
• Ability to multi-task, prioritize and deliver outcomes.
• Ability to develop a budget and align resources accordingly.

Preferred Education, Knowledge, Skills & Experience :

• Bachelor's degree in Computer Science, Computer Information Systems, Computer Engineering, Math, Engineering or other related technical degree from an appropriately accredited institution and four years progressive experience in the field of information technology including at least two years of experience in Business and Technology Applications related work.
• 5+ years of experience working in a related support service role and 3+ years of supervisory experience.
• Strong knowledge of SCCM, JAMF, and Intune.
• Understanding of critical issues, challenges, and opportunities within higher education.

Primary Purpose of Organizational Unit:

The Information Technology Client Solutions Team consists of two distinct units: the Client Solutions Technicians and the Endpoint Administrators. This cohesive team is dedicated to delivering tier 2 and tier 3 support to faculty and staff members. Their expertise encompasses a wide range of technology-related issues, specifically those pertaining to designated endpoints and/or computers used by faculty and staff within the organization. The Client Solution Technicans provides hands-on technical support to the end-users. The Endpoint Administrators focus on endpoint management and security updates of the end-user's university assigned computer.

Applicant Instructions:

PLEASE NOTE: This posting will close at 11:59PM (Eastern time) on the posted closing date. To receive full consideration, please be sure you have fully completed the entire application, including the 'Work History' section before you apply for this position. Applications must be submitted through the online application system to be considered.

AA/EEO Statement:

At the University of North Carolina at Wilmington (UNCW), our culture reflects our values of inclusion, diversity, globalization, ethics and integrity and innovation and we are committed to providing equality of educational and employment opportunity for all persons without regard to race, sex (such as gender, gender identity, marital status, childbirth, and pregnancy), age, color, national origin (including ethnicity), religion, disability, sexual orientation, political affiliation, veteran status, military service member status, genetic information, or relationship to other university constituents – except where sex, age, or ability represent bona fide educational or occupational qualifications or where marital status is a statutorily established eligibility criterion for State funded employee benefit programs. UNCW believes that embracing the unique contributions of our faculty, staff and students is critical to our success and paramount in being recognized for our global mindset.

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About The University of North Carolina at Wilmington
The University of North Carolina Wilmington, the state’s coastal university, is dedicated to the integration of teaching, mentoring, research and service. Widely acknowledged for its world-class faculty and staff and continuously recognized at a national level for scholarly excellence and affordability, UNCW offers a powerful academic experience that stimulates creative inquiry and critical thinking and a community rich in diversity, inclusion and global perspectives.A public institution with nearly 18,000 students, UNCW offers a full range of baccalaureate- and graduate-level programs, as well as doctoral degrees in educational leadership, marine biology, nursing practice and psychology; and many distance learning options, including clinical research, an accelerated RN-to-BSN program, an Executive M.B.A. program structured for working professionals, and the nation’s only bachelor’s degree program focused on coastal engineering.The university’s efforts to advance research and scholarly activities have earned UNCW the elevated designation of “Doctoral Universities: High Research Activity” institution (R2 University) by the Carnegie Classification of Institutions of Higher Education.UNCW has been part of the University of North Carolina System since 1969.
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