Essential Functions: Provide overall leadership and direction and oversee the work of Desktop Support personnel. Responsible for the creation, implementation, and maintenance of modern desktop management environment for over 2500 computers.
Lead the annual computer refresh for departmentally owned computers. Consult with department leaders on changing needs, communicating schedules with customers, and coordinating deployment. Manage allocation and utilization of time, money and staffing resources. Responsible for central purchasing of all computers and computer-related peripherals for over 1500 administrative employees on campus, including setting standards in desktop configurations and working with vendors on volume purchases.
Create, execute and maintain Service Level Agreements with supported Administrative units on campus. Interact with clients on all levels across the University to help resolve IT related issues. Identify and resolve issues in a timely manner.
Recommend new applications and technology as appropriate.Recruit, hire, train, and supervise staff and/or participate in staffing decisions.
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.
Regularly attend cross departmental technology meetings to promote customer-focused communications for all stakeholders across the University. Contribute to the development of technology and management strategies in that forum.
Perform other related duties as assigned.
Qualifications: Education Bachelor's degree from an accredited college or university. Experience Specialist - Minimum 5 years of job-related experience.A minimum of 4 years management experience required. Minimum of 5 years of technology experience in a higher education setting preferred, including desktop management, inventory management, and customer relations.Knowledge, Skills and AbilitiesTECHNICAL SKILLS Proficient understanding in the following technical disciplines: Microsoft Active Directory; Windows; OSX; Enterprise Symantec Endpoint Protection; Asset / Inventory management; Information Technology Service Management software; ITIL framework; Sharepoint; Enterprise Applications; Project Management methodolgies.INTERPERSONAL SKILLSRelates 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 train staff and develop subordinate staff. Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. TECHNOLOGY SKILLS 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 SKILLSAnalyzes 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 SKILLSIdentifies 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 SKILLSDemonstrates 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 RELATIONSHIPSAbility 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 SKILLSAbility 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 FOCUSEstablishes and maintains effective relationships with customers and gains their trust and respect. Proactively identifies customer issues and quickly and effectively resolves customer problems. Monitors and maintains departmental Customer Satisfaction Ratings. Establishes customer service standards and objectives.COMMUNICATION SKILLSExpresses 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.
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.