Roots Support Manager

Oregon State University, United States

Updated: 1 day ago
Location: Corvallis, OREGON
Deadline: 29 Apr 2024

Position Details
Position Information


Department Ag Sci Computer Services (AGD)
Position Title Manager 1-IT
Job Title Roots Support Manager
Appointment Type Professional Faculty
Job Location Corvallis
Benefits Eligible Full-Time, benefits eligible
Remote or Hybrid option?
Job Summary
The Agricultural Sciences Computer Services is seeking a Roots Support Manager. This is a full-time (1.00 FTE), 12-month, professional faculty position.
This position will play a lead role within the unit and manage a team to provide client-side technical support for all College of Agricultural Sciences’ (CAS) technology initiatives. Not only will they be focused on optimizing and improving current services utilizing industry best practices (e.g. ITSM/ESM), but they will also participate in the defining, creating, and training of clients on new services. These services will be key to increasing the College’s digital maturity and creating a culture of innovation and entrepreneurialism.
Operationally, this position is expected to provide leadership and service by hiring, training, and directing employees to assist in fulfilling CAS’s mission and goals. They will report directly to the Director and serve as an alternate to represent the College’s needs internally and externally.
Why OSU?
Working for Oregon State University is so much more than a job!
Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all.
FACTS:
• Top 1.4% university in the world
• More research funding than all public universities in Oregon combined
• 1 of 3 land, sea, space and sun grant universities in the U.S.
• 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties
• 7 cultural resource centers that offer education, celebration and belonging for everyone
• 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates
• 35k+ students including more than 2.3k international students and 10k students of color
• 217k+ alumni worldwide
• For more interesting facts about OSU visit: https://oregonstate.edu/about
Locations:
Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport.
Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances.
Total Rewards Package:

Oregon State University offers a comprehensive benefits package with benefits eligible positions that is designed to meet the needs of employees and their families including:
• Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents.
• Free confidential mental health and emotional support services, and counseling resources.
• Retirement savings paid by the university.
• A generous paid leave package, including holidays, vacation and sick leave.
• Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities.
• Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program.
Future and current OSU employees can use the Benefits Calculator to learn more about the full value of the benefits provided at OSU.
Key Responsibilities
40% Support Operations and Service Design
  • Review, monitor, and constantly improve entire user support journey. Subsequently create, develop and support a support program to ensure a simplified, yet valuable user experience.
  • Lead the creation and maintenance of operational support processes and procedures, including the creation and maintenance of checklists, imaging procedures, ticket management, etc.
  • In coordination with UIT, create KB articles and manage a strong Tier-0 experience to improve self-service
  • Coordinating with UIT in complimenting services, or, designing new services to support specific needs for CAS
  • Create Key Performance Indicators (KPIs) to measure consistency of delivery of the user experience. Subsequently recommend and create new policy, procedures, or services to increase service delivery efficiency and user satisfaction
  • Provide remote and in-person technical support for Roots IT clients.
  • Work with clients as an escalation point when issues arise


20% Service Level Agreements (SLA) and Client Management
  • Ensure compliance with SLAs between departments and units
  • Ensure delivery of services, including maintaining hardware inventory, software licensing
  • Conduct annual reviews of SLAs with clients
  • Utilize information from reviews to design new SLA services, update policies and procedures

20% User Training and Knowledgebase (KB) Development
  • Create documentation and deliver ongoing just-in-time and scheduled user training via brown bags, Zoom tech talks, in-person and hands-on sessions.
  • Create and manage the technology onboarding of new employees. Ensure employees have technology needs, system access, and digital tools to perform their job. Coordinate with University Information Technologies (UIT) and other University entities to create, communicate, and manage the timeline for complete onboarding.

20% Student and staff management
  • Review and approve timesheets related to student work.
  • Create work and mentoring plans to ensure growth and professional development of our students.
  • Provide mentoring, feedback and assist with the creation of annual performance plans.
What You Will Need
Bachelor’s degree in business or information technology, or a bachelor’s or above in another field and an equivalent combination of education or experience.
Experience leading or managing technical staff in a technical project or function.
Experience managing and supporting IT infrastructure and IT client services.
Experience negotiating with customers to refine and evolve IT services to meet client needs.
Experience writing or presenting technical documentation or training to non-technical users.
A demonstrable commitment to promoting and enhancing diversity, equity, and inclusion.
Demonstrable success in managing and maintaining strong client relationships with faculty, staff, and students.
Expectation that, as part of the role in the college, one aims to embody and advance the principles and practices conveyed in the CAS CARE Commitment document .
Independent problem-solving and decision-making, self-direction, and ability to manage a fast-paced and complex workload.
Ability to maintain a team-oriented, professional, and cooperative attitude at all times, even during times of high-pressure or stress.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.
This position requires driving a university vehicle or a personal vehicle on behalf of the university; therefore, the incumbent must successfully complete a motor vehicle history check, possess, and maintain a current, valid driver’s license in their state of residence, be determined to be position qualified and self-report convictions as per University Policy 05-030.
What We Would Like You to Have
A certificate in technical writing, ITSM, networking, OS etc.
Experience managing server environments, including Windows Server and Linux distributions.
Experience managing cloud platforms like AWS, Azure, or Google Cloud Platform.
Experience managing PC and Mac clients
Experience recruiting, managing, coaching, and advising a technical team in a technologically complex, high impact environment
Experience working within a higher education research environment
Experience working in an IT environment with multiple IT support teams
Working Conditions / Work Schedule
Monday – Friday, 8AM – 5PM with occasional evening and weekend hours.
Pay Method Salary
Pay Period 1st through the last day of the month
Pay Date Last working day of the month
Recommended Full-Time Salary Range $72,216 - $126,456
Link to Position Description
https://jobs.oregonstate.edu/position_descriptions/20021

Posting Detail Information


Posting Number P07975UF
Number of Vacancies 1
Anticipated Appointment Begin Date 06/03/2024
Anticipated Appointment End Date
Posting Date 04/16/2024
Full Consideration Date
Closing Date 04/29/2024
Indicate how you intend to recruit for this search Competitive / External - open to ALL qualified applicants
Special Instructions to Applicants
When applying you will be required to attach the following electronic documents:
1) A resume/CV; and
2) A cover letter indicating how your qualifications and experience have prepared you for this position.
You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process.
Starting salary within the salary range will be commensurate with skills, education, and experience.
For additional information please contact:
| Tim Rager
| [email protected]
OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
OSU will conduct a review of the National Sex Offender Public website prior to hire.
OSU is a fair chance employer committed to inclusive hiring. We encourage applications from candidates who bring a wide range of lived experience including involvement with the justice system. This job has “critical or security-sensitive” responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate. Take a look at our Background Checks website including the for candidates section for more details. If you have questions or concerns about the pre-employment check, please contact OSU’s Employee and Labor Relations team at [email protected] .

Similar Positions