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Technology Services Manager

Rowan University, NJ
Job Level
Mid-level position
Post Date
03/21/2019
Job Category
Manager / Supervisor
Sector
  • Information Technology
Job Status
Areas of Responsibility
  • Services / Service Management
Link to Job Posting

Job no: 493574
Work type: Regular full time
Location: Camden, New Jersey
Categories: Professional

Position:  Manager, Technology Services - CMSRU

Description:  Rowan University is seeking a manager to oversee the daily operations of the Tier 2 Support Team located at the Cooper Medical School of Rowan University.   The incumbent in this position will actively supervise and support a team who interfaces with faculty, staff and students as well as oversee projects at CMSRU as well as other University locations as needed.  This manager will work to create and improve process for the teams located in Camden as well as process throughout Rowan University working with the Director of Operations. 

Responsibilities:

  • Work closely with Tier 1 and Tier 3 teams, acting as the first channel of escalation.

  • Mentor support team in identifying technical problems and appropriately escalating.

  • Collaborate with Tier 1 Support management on providing feedback and knowledge to assist with expediting incident remediation.

  • Collaborate with the Director of Operations on development and execution of Tier 2 strategic initiatives and process improvements.

  • Manage the IRT budget under the direction of IRT Management.

  • Communicate to internal and external stakeholders, working with Rowan Problem Management process.

  • Follow Tier 2 objectives for entire University, evaluate progress in CMSRU team and install a high-performance culture with focus on teamwork, service excellence and ownership for resolving any internal and/or customer issues

  • Work with the Director of Operations and other key members of IRT to develop, implement and measure the effectiveness of standards and processes.

  • Work with a team from the entire University to develop Classroom technology, execute Trade-in and Asset Management programs.

  • Liaise with CMSRU Faculty, Staff and Students on technical issues and needs.

Required Qualifications:

  • Bachelors degree.  An Associate Degree with two years experience may be substituted for the Bachelor’s degree.

  • Four (4) years of professional experience directly related to the above job responsibilities with at least one year experience experience as a manager or team lead.   A Master’s degree may be substituted for professional experience.

  • Excellent written and verbal communications and customer service skills.

  • Demonstrable technical knowledge working with both hardware and software.

Desired Qualifications:

  • Knowledge of audio-visual technology (streaming media and storage)

  • Knowledge of IT Service Management framework such as ITIL

  • Demonstrate ability to be flexible, manage change, and multi-task on urgent projects.

Candidates must be legally authorized to work in the US, and the university will sponsor an applicant for a work visa for this position.

 

Advertised: Eastern Daylight Time
Applications close: Eastern Daylight Time