IT Client Services Manager

Colorado State University, United States

Updated: over 2 years ago

Location: Fort Collins, COLORADO

Deadline: 08 Aug 2021

Posting Details

Working Title	IT Client Services Manager
Position Location	Fort Collins, CO
Research Professional Position	No
Posting Number	202100806AP
Position Type	Admin Professional/ Research Professional
Classification Title	Management I
Number of Vacancies
Work Hours/Week	40
Proposed Annual Salary Range	$95,000-$105,000
Employee Benefits	Colorado State University (CSU) is committed to providing employees with a strong and competitive benefits package that supports you, your health, and your family. Visit CSU’s Human Resources website for detailed benefit plan information for permanent full-time and part-time faculty and administrative professional employees in the following University benefit areas: https://hr.colostate.edu/hr-community-and-supervisors/benefits/benefits-eligibility/ & https://hr.colostate.edu/prospective-employees/our-perks/ .
Desired Start Date
Position End Date (if temporary)
To ensure full consideration, applications must be received by 11:59pm (MT) on	08/08/2021
Description of Work Unit	The mission of the Information Technology Department in the College of Business is to design, implement, and maintain IT systems, software and services that support and enhance residential, remote and hybrid teaching, learning and working using robust and state of the art technical platforms which propels the college’s programs toward success.
Position Summary	The IT Client Services Manager is responsible for the management of the IT Client Services teams (Infrastructure Team, IT Help Desk Team, Client Services), developing objectives and key performance indicators for each team and measuring success as related to those objectives. This position will also design, and coordinate infrastructure hardware and software used to support the day-to-day operations at the College of Business. This position will serve as the residential expert on Microsoft O365 products and services as they relate to the mission of the college. This position will be responsible for keeping abreast of technology trends and opportunities, and frequent communication with the Director of Technology and related stakeholders. This includes new products and services from external sources as well as campus partnerships and cost sharing opportunities. This function enables the college to implement appropriate technologies to meet business needs while controlling costs. The IT Client Services Manager participates in the ITIL Service Lifecycle roles of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. This is done to ensure that value is delivered to the college in response to the meeting of prioritized business needs consistent with the College of Business strategic plan. This position is responsible for preparing multi-year financial plans for the IT Client Services teams for student Charges for Technology and College of Business operational funding accounts. These financial plans will include lifecycle and replacement plans for hardware and software, computer lab equipment, subscriptions, and managed services agreements. Student Charges for Technology expenditures must adhere to the CSU University Technology Fee Advisory Board and College of Business Student Technology Advisory Committee requirements. This is critical to understanding to enable controlling costs of the IT Client Services organization. The IT Client Services Manager will also maintain a close working relationship with our various vendors as well as our partners across campus including Central IT, the primary IT service provider for the university. This will include committee representation for PC hardware standards, subnet management for college network segments, security advisory committee for computing best practice recommendation and vulnerability reduction. The IT Client Services Manager will serve as a secondary for the IT Director on appropriate committees. This position will oversee the IT Help Desk within the College of Business that consists of the IT Client Services Coordinator (FTE) and 12-15 student hourly workers that make up the Help Desk Team. This team handles all client facing IT requests and proper escalation of complex requests to the appropriate party, when necessary. The IT Client Services Manager will ensure all Help Desk staff are properly trained on issue resolution as well as workflow processes and documentation upkeep to ensure our IT Help Desk Service Management Software (AutoTask) is tracking problems and reflects accurate incident and service request volume. The IT Client Services Manager will ensure the IT Client Services Coordinator is properly leveraging the ticketing system and providing reports necessary for accurate staffing and problem management. The IT Client Service Manager will prepare Quarterly Performance Reports based on volume metrics, problems, change requests, projects and vendor relationship changes. Competencies Required: Understanding of hyperconverged virtualization platforms: experience with Nutanix with Microsoft Hyper-V is preferred Understanding of server architecture for Windows operation with some Linux support: knowledge of HP C-Class chassis, blades, virtual connect and fiber channel is preferred Experience with SAN and JBOD storage solutions: experience with HP EVA and HP 3Par and StoreOnce is preferred Understanding of Hyper-V management tools: understanding of VMware management tools is also preferred Understanding of how to provision n-tier software and services in highly-available configurations Proficient with latest revisions of Microsoft operating systems including Windows 8.1 and Server 2012r2: Windows 10 Proficient with Microsoft SCCM, SCVMM Experience with Veeam Backup and Replication Experience managing highly available Remote Desktop Services Experience with Office 365 Exchange, SharePoint, OneDrive and Teams application management and troubleshooting Experience tuning infrastructure to identify performance bottlenecks at different levels of the hardware, software and network configuration Understanding and utilization of best practices for managing infrastructure supporting ITIL principles Able to measure and report on KPIs and service levels for client and infrastructure services
Required Job Qualifications	Bachelor’s Degree in Computer Information Systems, Computer Science or related field Minimum three (3) years of demonstrated experience managing IT infrastructure Minimum three (3) years of demonstrated team management experience Minimum three (3) years of demonstrated experience in technical support, working with end-users Minimum three (3) years of demonstrated experience leveraging Microsoft O365 and SharePoint ecosystem (OneDrive, Teams, Etc) Demonstrated understanding of server architecture for Windows operation with some Linux support Demonstrated understanding of Hyper-V management tools Demonstrated understanding of IT security and privacy best practices Experience with management of RDS or comparable services Experience managing cloud resources in a hybrid environment Proficient with latest revisions of Microsoft operating systems including Server 2019 and Windows 10 Proficient with Microsoft SCCM, SCVMM
Preferred Job Qualifications	ITIL Foundations certification with experience implementing and adhering to ITIL best practices Experience managing a complex infrastructure and client environment with management systems, such as Microsoft System Center, to impose processes and consistency while leveraging gained efficiencies Experience managing both student and full-time employees Experience developing plans and strategies Experience managing vendor relationships Experience administrating private and hybrid cloud systems Experience administrating big data implementation Experience working in an education setting Knowledge of HP C-Class chassis, blades, virtual connect, and fiber channel Understanding of VMware management tools Understanding of how to provision n-tier software and services in highly available configurations Experience with Teams for voice support Experience with Veeam Backup and Replication Experience managing highly available Remote Desktop Services Demonstrated documentation, scripting, and communication skills
Diversity Statement	Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department’s commitment to diversity and inclusion.

Essential Duties

Job Duty Category	Manage Client Service Teams
Duty/Responsibility	- Manage the IT Client Services Teams administrators which includes delegating tasks and responsibilities; monitoring and evaluating performance; allocating resources; monitoring professional development; and providing leadership and guidance - Define client services strategic strategy aligning with COB strategic priorities - Manage Client Services’ service portfolio by ensuring the client portal is updated with current information to manage all components of the position’s responsibilities - Provide work direction on appropriate service systems, processes and metrics to meet SLAs. – Create and monitor metrics to measure response times, number of requests, type of request and personnel assigned to the task - Develop and maintain standardized procedures, business processes, and systems in support of student employee work teams and centers - Work closely with internal stakeholders and vendors to understand & train on IT best practices and technology needs - Ensure business practices and services meet continuous process improvement as well as ethical and professional standards and CSU Principles of Community. - Manage technical incidents and problems according to department best practices as related to IT Client Services Teams - Evaluate employees – Mentor and develop employees
Percentage Of Time	30

Job Duty Category	Infrastructure Design and Coordination
Duty/Responsibility	Serve as project manager on a wide variety of initiatives, including, but not limited to: - Plans for availability, capacity and IT service continuity. Entails developing the systems and process to insure employees are scheduled correctly, workloads are evenly distributed, and customer’s needs are met in a timely manner - Discover new technologies, IT trends, and opportunities for campus partnerships and cost sharing opportunities - Support CIS Department-specific infrastructure by working with faculty to determine the requirements, provide technical assistance as available. This may involve technical system interaction to problem solve and develop appropriate standards. - New installations, program updates, infrastructure changes for students, faculty and staff.
Percentage Of Time	30

Job Duty Category	System Administration Role
Duty/Responsibility	- Recommend and manage service and maintenance automation strategy - Recommend and implement new technologies - Manage service availability to insure continuity of service - Fulfill service transition and service operation infrastructure needs - Committee representation for PC hardware standards, subnet management for college network segments, security advisory - Serve as a secondary for the IT Director on appropriate committees.
Percentage Of Time	30

Job Duty Category	Accountability for Client Service Unit Budgets
Duty/Responsibility	-Plan and forecast budgetary needs for IT Client Services Teams with a combined budget of $350,000 -Monitor expenses -Propose adjustments to plan -This position is responsible for managing all finances associated with the IT Client Services teams through forecasting component replacement, preparation of accurate budgets, and the management of expenses to meet budgetary objectives. This is critical to understanding and controlling costs of the IT Client Services organization.
Percentage Of Time	10

Special Instructions to Applicants	An application packet will consist of: A cover letter indicating interest in the position at Colorado State University along with a description of the applicant’s ability to meet the position’s required and preferred qualifications; A resume; Contact information of three references. References will not be contacted without prior notification of candidates. For full consideration, applications should be received no later than 11:59pm MST August 8, 2021; however, applications will be accepted until the position is filled. Please direct inquiries to Meg Skeehan, Search Committee Chair at [email protected]. Inquiries will be treated confidentially. Application materials of finalist candidates will be made available for review by the entire Colorado State University community. References will not be contacted without prior notification of candidates.
Conditions of Employment	Pre-employment Criminal Background Check (required for new hires), Pre-employment Criminal Background Check (required for new hires)
Search Contact	Meg Skeehan [email protected]
EEO Statement	Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services. The Acting Title IX Coordinator is the Vice President for Equity, Equal Opportunity and Title IX, 123 Student Services Building, Fort Collins, CO. 80523-0160, (970) 491-1715, [email protected] . The Section 504 and ADA Coordinator is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.
Background Check Policy Statement	Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

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