Manager, IT Operations

Updated: 2 months ago

Description

Under the general guidance of the AVP, Information Technology, the Manager of IT will be accountable for the transformation and management of the University’s infrastructure and service desk operations. The Manager of IT Operation will be responsible for guiding the Infrastructure and Service Desk Team on their day to days tasks and projects, including but not limited to: managing on-premises network, cloud infrastructure, information security, cyber security, monitoring and support (24 hours) of critical University applications, and develop processes, procedures, workflows, and policies in alignment with established University policies and enterprise best-practices (ITIL), while taking part in the planning, delivery and support of IT projects and initiatives. You will leverage industry knowledge and best practices to promote the mission and vision of the department of Information Technology and the institution. In this position, you will support culture development and management efforts.

The Manager of IT Operation provides thought-leadership and holds responsibility for the continual analysis and evolution of current systems and processes. You will provide recommendations based on the review and evaluation of existing and emerging technologies. The Manager of IT Operation will collaborate with IT project management and support teams to deliver projects, as part of the technology organization’s objectives of sustainable cost efficiency and improvement of IT services in support of the University’s overall strategic priorities. In this role, you will develop and monitor processes, procedures, workflows, and policies in alignment with established University policies and enterprise best-practices (ITIL). 

Responsibilities:

 IT Operation and Business Partner Management: (40%)

  • Drive a positive team culture that continually encourages creativity, ownership, and accountability.
  • Establish partnerships with internal and external stakeholders, as well as vendors, to facilitate problem resolution. You will help identify opportunities to automate and streamline business processes so that they are secure, reliable, efficient, and cost-effective.
  • Help manage vendor relationships and department partnerships.
  • Continuously improve department processes for greater efficiency in serving our internal and external customers (Students, faculty and staff).
  • Develop business cases, including financial modelling and strategic planning as needed.
  • Identify staff training needs and coordinate training delivery.
  • Other duties and projects as needed.

Infrastructure management: (30%)

  • Oversee the IT infrastructure functions and service desk operation on both campuses.
  • Recruit, develop, lead, and retain a high-performing, effective, and diverse team that practices continuous improvement.
  • Accountable for the ongoing management, reliability, availability, and performance of the University’s IT infrastructure, ERP and CRM applications, and web services on-premises, VMWare-based virtual servers, Hyper Converged Infrastructure using Vxrail and cloud services running in Microsoft Azure.
  • Manage aggressive systems security operations across technology systems, including malware protection systems, security updates, intrusion detection and prevention, vulnerability testing/mitigation, access control management/auditing, firewall/VPN management, log review, etc.
  • Lead the design, implementation, proactive management, and troubleshooting of technology infrastructure solutions including, but not limited to, cloud infrastructure and platforms, applications, data centers, network, telecom, servers, storage, end user devices, management & monitoring solutions.
  • Manage and design robust Cyber Security plans and procedure.
  • Manage Backup and Disaster Recovery plan for both locations.
  • Develop and maintain policies and procedures for the administration and configuration of infrastructure services.
  • Respond to internal and external threats to systems security.
  • Promote and advance the automation of our infrastructure services (e.g., PowerShell, CI/CD, etc.).

Service Desk Management (30%)

  • Manage Service Desk resources, communications, scheduling, including after-hours support and on-call schedules. Act as an escalation point for after-hours and on-call issues.
  • Monitor and manage Service Desk ticket queues for content accuracy, completeness, proper routing, first call resolution, problem detection, and prompt closure.
  • Achieve SLA metrics through daily management, one-on-ones, and consistent communication. Monitor team metrics and address any bottlenecks/issues with ticket resolution.
  • Manages hardware and software purchasing and inventory for all locations.
  • Oversee the preparation and maintenance of the organization's disaster recovery and business continuity plans for information systems to ensure business risks are addressed within appropriate recovery timeframes.

Qualifications:

  • A Bachelor's degree in Computer Science/Information Systems is required or the equivalent combination of education, training, and experience from which comparable skills can be acquired.
  • A minimum of 5 years of work experience managing and supporting enterprise infrastructure and networked systems.
  • A minimum of 3 years of experience leading as an IT Manager leading infrastructure and service desk teams or similar role.
  • A minimum of 3 years of experience with cloud-based Infrastructure (Azure and/or AWS).
  • A minimum of 3 years experience with virtual environment: VMware, Hyper Convergence, etc.
  • Commitment to diversity and building an inclusive community.
  • Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems required.
  • Demonstrate self-motivation and a strong technical understanding of enterprise hardware, applications, and networked systems.
  • Demonstrate excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude.
  • Demonstrated experience with PowerShell or other scripting languages and tools to automate repetitive tasks.
  • Demonstrated experience with cybersecurity risk management best practices (Microsoft Defender ATP, firewalls, 802.1x authentication, certificate management, VPN, SIEM, MFA, Microsoft 365 DLP policies, least privilege, Bitlocker, etc.)
  • Hands-on experience managing and troubleshooting across several infrastructure disciplines, including Microsoft 365, Microsoft Intune, ADFS, Azure AD, Active Directory, Exchange, DNS, DHCP, Windows server operating systems, SAN storage, virtualization (VMware), server hardware, networking, VoIP, security technologies, and monitoring solutions.
  • Understanding of infrastructure-as-code practices using industry standard tools.
  • Understanding of infrastructure compliance requirements in a clinical, higher education setting such as FERPA and HIPAA.
  • Exercise an advanced level of troubleshooting skills in response to complex problems, questions and inquiries that have been escalated by Service Desk and junior staff.
  • Ability to consistently identify opportunities for improvement and make recommendations based on observations.
  • Ability to proactively identify challenges and barriers to stated objective and employ assistance in addressing these.
  • Ability to collaborate with internal and external stakeholders.
  • Demonstration of Emotional Intelligence and professional maturity.
  • Strong communication acumen including written, oral, and listening.

Certifications/Licenses:

  • One of the following certifications (or higher) preferred: MCSE, CCNA, Azure, AWS, ITIL, Six Sigma, PMP

Supervision: System Administrators, Service Desk Technicians, Third Party Consultants. 

Work Environment (Physical Demands):  The usual and customary methods of performing the jobs functions require the following physical demands: some lifting to 25 pounds, carrying, pushing, and/or pulling and significant fine finger dexterity. Generally, the job requires 80% sitting, 10% walking, and 10% standing. This job is performed in a generally clean and healthy environment.

Universal Core Behaviors:

Communication:

  • Effective oral and written communication.
  • Exhibits good listening and comprehension skills.
  • Keeps others informed, as well as responds, in a timely manner.
  • Demonstrates follow through between words and actions.
  • Responds with tact, diplomacy, respect, and composure when dealing with others.
  • Promotes the spirit and essence of the University’s vision, mission, values, and key strategies through both verbal and written communication.

Teamwork and Collaboration:

  • Cooperates with others toward the achievement of common goals.
  • Seeks consensus and win-win solutions to problems and conflicts.
  • Contributes actively and participates fully in team initiatives.
  • Puts success of the team above own interests.
  • Builds and maintains constructive work relationships.

Responsive to Change:

  • Supports changes in the work environment.
  • Displays a proactive, problem-solving approach toward work.
  • Committed to life-long learning by continuously increasing skills, knowledge, and effectiveness.
  • Actively seeks and initiates creative and innovative solutions.
  • Exercises sound, accurate, and informed independent judgment when needed.

Quality-Driven and Accountable:

  • Results-oriented and committed to quality through continuous process improvement.
  • Eliminates ineffective activities and closes performance gaps.
  • Anticipates and responds to customer needs.
  • Monitors own performance, accepts responsibility for actions, and actively seeks feedback.
  • Meets deadlines and completes projects and activities in a professional, timely manner.
  • Seeks opportunities to increase productivity and/or reduce costs while maintaining highest quality standards (fiscally responsible).

Support of Vision, Mission, Values, Key Strategies:

  • Supports and models the University’s values of social interest, compassion, justice, respect for the individual, honors diversity and difference, intellectual rigor, optimism, and collaboration.
  • Articulates the University’s vision, mission, and key strategies in a way to educate others.
  • Demonstrates active commitment in advancing the University’s vision, mission, and key strategies.
  • Exhibits personal integrity, honesty, zeal, and compassion.
  • Aligns work processes to advance the University’s strategic plan.

 Equal Opportunity Employer

It is the policy of Adler University that all persons are entitled to Equal Employment Opportunity (EEO) protection. The University does not discriminate against any individual for employment because of age, religion, race, color, gender, gender identity, sexual orientation, national origin, ancestry, marital status, physical or mental disability, military status (including unfavorable discharge from the military), or any other category protected by federal, state, or local law.

As part of Adler University’s equal employment opportunity policy, Adler will also take affirmative action to ensure that minority group individuals, females, disabled veterans, recently separated veterans, other protected veterans, Armed Forces service medal veterans, and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.



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