Essential Functions: Job PurposeThe Manager, IT Operations is responsible for the oversight, monitoring, coordination, planning and problem triage of enterprise IT Operations for Wayne State University. Direct and manage enterprise IT Operations personnel, budget and services. Plan, lead and implement projects in enterprise IT Operations. Essential FunctionsManage day-to-day operations of the C&IT Operations team and centralized printing, backup media, batch restarts and monitoring. Provide leadership and establish priorities, including training, coaching, organizing, planning and staffing. Oversee and supervise staff. Will recruit, hire, train, direct daily activities, discipline and develop the staff to ensure accurate and timely customer service and service delivery. Ensure transactions for all academic and non-academic personnel within the assigned units are performed in compliance with University policy and procedure. Manage support for the batch job scheduling system and related remote agents including associate scripts. Lead initial investigations and resolutions. Provide technical guidance to enterprise applications developers. Lead user training sessions.Serve as single point-of-contact for IT staff and management regarding system status. Provide reports on system status, performance and trends to division leadership and key customers. Assist in coordination of system changes. Ensure that new equipment or changes are documented in inventory system, environment diagrams, and support contact list.Serve as a member of the overall C&IT technology leadership team providing support and advocacy relative to division-wide projects. Direct technology and management strategies. Attend cross departmental technology meetings to promote customer-focused communications for all stakeholders across the University.Share ownership of Incident Management Process (IMP) for the division with the C&IT Help Desk and Quality-Compliance-Communications (QCC) departments. Ensure prompt service restoration after an outage/incident. Assist in troubleshooting; coordinate problem resolution efforts between staff and vendors. Serve as single point-of-contact for IT staff and management regarding enterprise system incidents. Work closely with QCC and C&IT Help Desk departments to communicate incident status to customers. Assist in creation and maintenance of divisional IMP procedures as needed. Provide training for C&IT staff on IMP process and procedures. Provide weekly incident status reports.Lead the Event Management process for the division. Monitor enterprise systems, hardware, network and computer room facilities 24x7. Interpret what is causing event/alerts, and take appropriate corrective action to either prevent or minimize outages (incidents).Maintain Service Level Agreements for hosted services and departmental server/desktop technical support. Interact with clients on all levels across the University to help resolve IT related issues. Identify and resolve issues in a timely manner. Observe and measure organizational performance against customer requirements and recommend modifications to existing systems or processes. Create processes and procedures for routine requests, problems, and customer needs.
Qualifications: MINIMUM QUALIFICATIONSEducation:Bachelor's degree from an accredited college or university or 10 years job experience in IT support. Experience:At least 2 years of experience in IT Operations and support of Wayne State enterprise systems. At least 2 years of experience in IT Service Management (ITSM), especially Event Management, Incident Management and Change Management. KNOWLEDGE, SKILLS & ABILITIES INTERPERSONAL SKILLS Relates to people in an open, friendly and acceptable manner. Effectively balances the interests and needs of own group with the broader organization. Resolves conflicts and disagreements and builds consensus. SUPERVISORY SKILLS Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. TECHNOLOGY SKILLS Knowledgeable of enterprise datacenter IT operations management software - tools include: production scheduling software (Appworx currently used); production application monitoring software (Vantage currently used); and hardware monitoring tools (Big Brother currently used). Skilled in desktop and application software utilized in position. Knowledge of IT tools, technologies and programs as needed to provide leadership and decision making in position. ANALYTICAL SKILLS Analyzes the impact of potential actions. Demonstrates the ability to apply analytical and logical thinking to gather and analyze information. Capable of analyzing large volumes of data and summarizing results. Proposes, evaluates alternative solutions to achieve organizational goals. PROBLEM SOLVING SKILLS Identifies and resolves problems in a timely manner. Anticipates the implications and consequences of situations and takes appropriate action to be prepared for possible contingencies. Leads groups in problem analysis and process improvement initiatives. LEADERSHIPS SKILLS Demonstrates strong leadership skills that can influence and motivate individuals and groups to achieve results. Ability to establish clear goals and direction for teams or subordinates. TEAMWORK and PEER RELATIONSHIPS Ability to coordinate shift operations 24x7x365. Ability to work through and with others at all organizational levels to ensure work is completed and objectives are met. Ability to be a contributing and constructive member of University committees and task forces. Demonstrates the ability to build a collaborative or team environment within responsible or assigned areas. PLANNING AND PROJECT MANAGEMENT SKILLS Ability to shift priorities and multi-task on various projects. Accurately scopes out length and difficulty of tasks and projects. Realistically estimates time and resource requirements on projects. Ability to plan and lead groups on large or complex projects. Develops strategies to achieve organizational goals. CUSTOMER FOCUS Establishes and maintains effective relationships with customers and gains their trust and respect. Proactively identifies customer issues and quickly and effectively resolves customer problems. Establishes customer service standards and objectives. COMMUNICATION SKILLS Expresses oneself clearly in conversations and interactions with others. Expresses oneself clearly and concisely in writing. Concisely summarizes large or complex issues both verbally and in writing. Demonstrates the ability to plan and deliver oral and written communications that are impactful and persuasive including presentations to university management and committees. Fosters open communication within area(s) of responsibility.
Internal Number: 76_207086
About Wayne State University
Founded in 1868, Wayne State University is a nationally recognized metropolitan research institution offering more than 400 academic programs through 13 schools and colleges to nearly 32,000 students. Wayne State?s main campus in Midtown Detroit comprises 100 buildings over nearly 200 acres; its five extension centers offer higher education to people throughout Southeast Michigan. Wayne State is dedicated to preparing students to excel by combining the academic excellence of a major research university with the practical experience of an institution that by its history, location and diversity represents a microcosm of the world we live in. Reflecting its location and the excellent international reputation of its graduate schools, particularly in the sciences, Wayne State boasts the most diverse student body among Michigan?s public universities. Its students represent 49 U.S. states and more than 60 countries.