Manager, IST -Client Services

Position Details

Position Information

Recruitment/Posting Title	Manager, IST -Client Services
Job Category	Staff & Executive - Information Technology
Department	OIT-IT Health Sciences and Dept
Overview	Rutgers, The State University of New Jersey, stands among the nation’s highest-ranked, most diverse public research universities. The oldest, largest, and top-ranked public university in the New York/New Jersey metropolitan area, you’ll find us at our main locations in three New Jersey cities, and our footprint can be seen around the region. As one of the nation’s most diverse universities, Rutgers draws strength from the rich variety of perspectives and life experiences of our community. We’re an academic, health, and research powerhouse and a university of opportunity. The Office of Information Technology (OIT) is Rutgers’ enterprise IT office. OIT provides university wide services and support and collaborates with department and unit IT professionals on projects and initiatives for the Rutgers community. OIT’s services and systems include the Rutgers network; email and calendaring systems; IDs/passwords and identity management; data centers; computer labs; help desk support; wireless connectivity; a software portal; information security, risk, and compliance services; research computing; and many others. OIT’s staff members work closely with the broader university community to advance Rutgers’ missions of teaching, research, and service. For more information, please visit https://it.rutgers.edu.
Posting Summary	Rutgers, The State University of New Jersey, is seeking a Manager for the Information Systems & Technology – Client Services within the Office of Information Technology (OIT) department. This position is responsible for overseeing the efficient operation and maintenance of desktop and audiovisual technologies across RSDM locations. Among the key duties of this position are the following: Oversees and manages the desktop support team, ensuring efficient operation and maintenance of all desktop and audiovisual technologies across Rutgers School of Dental Medicine (RSDM) locations. Manages a dedicated desktop support team, coordinates the procurement of technology equipment and services, and serves as a technical lead for various desktop technology-related services and processes. Facilitates effective communication, resolves technical incidents, and collaborates with university IT departments to ensure the seamless support of centrally managed services. Emphasizes customer service, technical leadership, and a commitment to maintaining the security and confidentiality of sensitive information. Oversees the work performed by work-study students in supporting classroom audiovisual technology, ensuring high-quality maintenance and operation. Manages reported incidents and requests for timely resolution while upholding customer service standards. Facilitates effective communication and coordination among support tiers and cross-functional teams to resolve complex issues collaboratively. Serves as an escalation point for technical incident resolution. Oversees the procurement of desktop technology equipment and services, including forecasting equipment needs and managing requests for new equipment and software from customers. Collaborates closely with internal IT partners and external vendors throughout the purchasing process. Coordinates, participates in, and leads, as required, committees consisting of RSDM stakeholders and IT professionals to ensure effective and collaborative implementation and maintenance of systems. Serves as an integral member of the IT leadership team: sharing the vision, demonstrating the values, supporting the philosophy, and being responsible to the missions of the University. Creates an inclusive workplace that fosters the development of people, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Formulates and foster a quality service ethic for service excellence and superior client satisfaction, creating service level agreements where appropriate. Ensures that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.
Position Status	Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
FLSA	Exempt
Grade	33S
Position Salary
Annual Minimum Salary	114294.000
Annual Mid Range Salary	144581.500
Annual Maximum Salary	174869.000
Standard Hours	37.50
Union Description	Non-Union
Payroll Designation	PeopleSoft
Benefits	Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview .
Seniority Unit
Terms of Appointment	Staff - 12 month
Position Pension Eligibility	ABP

Qualifications

Minimum Education and Experience	Bachelor’s Degree in Computer Science, Information Systems, or related field or equivalent combination of education and experience. Six (6) years of IT and work experience, including managing team(s) responsible for desktop, audiovisual, technology projects, customer service or production operations/support in multi-platform environments. Three (3) years of managerial, supervisory or team leadership experience.
Certifications/Licenses
Required Knowledge, Skills, and Abilities	Strong analytical and problem-solving skills. Strong service-orientation. Extensive experience working in a technical setting with a strong understanding of workflow, policies, and procedures related to production environments. Demonstrated ability to identify and solve problems of high technical complexity. Strong familiarity with network/information systems theory and design. Demonstrated ability to effectively lead organizational change, lead people toward meeting organizational vision/goals and customer expectations, make high quality decisions, build strong coalitions, form effective partnerships with business leaders, influence senior management and key stakeholders, and manage human, financial and information resources strategically. Outstanding human relations and leadership skills, and the ability to function in a team environment required. Demonstrated knowledge of how to accomplish superior performance in a unionized environment.
Preferred Qualifications
Equipment Utilized
Physical Demands and Work Environment	Standing, sitting, walking, talking or hearing. Visual acuity to perform activities such as: viewing a computer terminal, reading, analyzing written information/data, etc. Office environment. Moderate noise.
Special Conditions

Posting Details

Posting Number	24ST0374
Posting Open Date	02/15/2024
Special Instructions to Applicants
Regional Campus	Rutgers Biomedical and Health Sciences (RBHS)
Home Location Campus	Newark (RBHS)
City	Newark
State	NJ
Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 60.1.35 Immunization Policy for Rutgers Employees and Prospective Employees , Rutgers University requires all prospective employees to provide proof that they are vaccinated against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Rutgers University may require certain prospective employees to receive an updated (bivalent) vaccine dose. Under Policy 100.3.1 Immunization Policy for Covered Individuals , if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate’s offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement