Manager, IT Services

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The Manager, IT Services analyzes and directs the activities of the IT department and supervises all assigned IT staff. The incumbent also ensures continuity of computer services for computer users throughout the organization through planning, technical leadership, and project coordination.

  

CORE JOB FUNCTIONS                                                                                           

• Designs improved work systems by revising work standards, policies, and procedures, employee work method and utilization, and staffing levels.

• Plays an integral role in the hire, training, counseling, and development of staff.

• Contributes to the formulation of department-wide management and technical policies. Develops and maintains a professional development and training plan for staff.

• Confers with and advises subordinates of technical problems and solutions, task prioritization, and support methodology

• Prepares activity and progress reports regarding group responsibilities.

• Serves as a point of contact for the executive management team on department initiatives.

• Ensures a consistently high level of customer service throughout the department by creating appropriate service standards, regular observation, and mentoring department personnel.

• Develops, documents, and modifies guidelines and procedures to promote efficiency within the unit.

• Works directly with faculty, students, and senior administrators to identify and address emerging technology needs.

• Administers and coordinates all functions and services for assigned information technology projects.

• Supervises the performance of unit supervisors and staff.

• Administers and processes staff performance appraisals.

• Makes recommendations to IT leadership, peers, and subordinates to improve the working environment.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                        

Education:

Bachelor’s degree in relevant field

Certification and Licensing:

A+, Network+, ITIL foundation

Experience:

Minimum 5 years of relevant experience

Knowledge, Skills and Attitudes:

• Knowledge of business and management principles.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals, and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop, and train others.

DEPARTMENT ADDENDUM

Department Specific Functions

• Leads IT services team and student technicians in maintaining technology for classrooms, labs, events, and desktops.

• Collaborates with faculty and staff on service level agreements, ensuring the team is aligned. Manages IT onboarding and offboarding for faculty and staff.

• Provides mentorship and guidance to the team for project completion.

• Holds regular team meetings for status updates and addressing issues.

• Manages customer expectations and ensures the provision of exemplary customer service. Analyzes incidents and proposes solutions.

• Collaborates on problem management and service improvements.

• Acts as backup for IT Process Manager and IT Infrastructure Manager.

• Works with minimal supervision and maintains clear communication with the MHBS IT team. Oversees documentation for IT operations, including deployments, upgrades, and resolutions. Serves as the main point of contact for IT-related queries.

• Handles staff recruitment, training, evaluations, and other HR-related activities.

• Ensures adherence to best practices and service level commitments.

• Delivers 1st Tier Service Desk support and 3rd Tier Procurement and Inventory support.

• Acts as the primary liaison with Central IT Helpdesk. Provides Level II/III support.

• Assists in procurement processes and oversees Service Desk Supervisor.

• Monitors SLA/KPI performance and manages incident escalations.

• Oversees Helpdesk software and IT inventory management.

• Supervises MHBS IT surplus operations.

• Provides other duties and tasks as assigned.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

H11