Manager of IT Operations

This hands-on leader will manage daily operations, team with Arcadia's core technology partners and implement solutions. The Manager of IT Operations for The College of Global Studies (TCGS, The College) will plan, direct, or coordinate activities of the team and available resources needed to provide system, hardware, software and network support for onsite and remote users. The incumbent must leverage a broad skill set to grow relationships with partners and stakeholders, while also maintaining a high degree of hands-on operational awareness for tactical challenges. The role will both leverage standard services and participate in the development of Arcadia-wide solutions.

The College of Global Studies at Arcadia University (based in Philadelphia, PA), one of the largest campus-based international study programs in the United States, serves about 3,000 students each year from nearly 250 colleges and universities around the country. Named the nation’s #1 university for undergraduate student participation in study abroad by the Institute of International Education’s Open Doors Report for seven years in a row (2010-2016), Arcadia has more than 130 programs in 12 countries around the world.

Arcadia University is a top-ranked private university in Greater Philadelphia and promises a distinctly global, integrative, and personal learning experience that prepares students to contribute and lead in a diverse and dynamic world. A national leader in study abroad and international education, Arcadia has been named #1 in undergraduate study abroad participation by the Institute of International Education’s Open Doors Report for the past seven years. Approximately 3,900 students attend Arcadia, and the University’s 2,500 undergraduate students choose from more than 65 fields of study.

Applications must be submitted online through Arcadia's Human Resources portal to receive full consideration. Please do not email application materials to hiring manager.

For additional information and to apply, please visit: https://careers-arcadia.icims.com/jobs/ and submit a cover letter, resume and names and phone numbers of three professional references.

Application review will begin immediately. Posting will be removed from the website once we've established a sufficient talent pool for consideration.

Arcadia University seeks candidates of diverse cultural backgrounds and abilities. Arcadia University encourages members of underrepresented groups to apply. All offers of employment are conditional based on successful completion of a background check.

Responsibilities

Leadership and Planning (15%):

• Under the direction of the COO, provide clear technology direction and implement that direction within TCGS.

• Identify opportunities for new technologies, policies, and processes to improve services and increase efficiency; Implement new technologies and technology projects throughout The College that benefit the majority of users across all functional units.

• Advocate for the immediate and strategic resource (technology and staffing) needs of The College with Arcadia University IT and with the broader Arcadia Community.

• Manage and lead all IT projects and IT related initiatives supporting the students, faculty, and staff of The College of Global Studies for all pillars of higher education technology-- infrastructure, web, network, administrative systems, educational systems, helpdesk, and security.

• Provide for effective Business Continuity Plans and Procedures, while also coordinating Disaster Recovery operations for The College and its overseas operations.

• Provide effective and timely communication with leadership, customers and business partners within Arcadia’s technology community of practice on a regular basis regarding project activities and work-related problems.

• Serve as a resource to overseas Directors and staff designated to support IT functions overseas.

IT Operations Management (40%):

• Deliver superior technical support/solutions. Identify problem areas and bottlenecks hindering services and mitigate issues.

• Continuously address the application portfolio and evolving needs across TCGS in an effort to improve business processes, create efficiencies and maximize technology investments.

• Foster and manage vendor, consultant, and Arcadia University IT relationships and contracts including relevant contract administration, revisions, enhancements and compliance monitoring.

• Build relationships across a diverse group of stakeholders including but not limited to: Arcadia University IT colleagues, domestic and overseas staff and faculty.

• Manage helpdesk services, and effectively collaborate with Arcadia core technology services.

• Research software and hardware requirements for all areas of The College as requests come in; ensure that best balance of integration, price, quality, delivery, and vendor service is achieved.

• Serve as Asset Manager for TCGS and its overseas operations. Support IT acquisition and capital equipment replacement processes for all Centers and functional areas of The College. 

• Engage in cost management and budget/expenditure oversight for IT.

• Establish and enforce a standard for software development lifecycle (SDLC).

Systems Administration and Support (25%):

• Act as technical lead, for both build and production support teams, providing hands on technical leadership for Salesforce, PowerCAMPUS, SQL Server, and other core systems.

• Support our 24x7 mission critical environments. 

Standards and Policy Development (10%):

• Participate in the development of Arcadia-wide operational standards, policies, and procedures and adapt these, as appropriate, for The College.

• Identify gaps in technology security and data compliance across TCGS Centers and collaborate with directors and Arcadia University IT to recommend improvements and to ensure compliance. 

Staff Management and Training (10%):

• Hire, train, and conduct annual performance evaluations for direct report(s).  

• Provide mentorship, guidance and design development opportunities for each direct report.  

• Develop and oversee employee work schedules to ensure adequate coverage and control.

• Act as a liaison between employees and management.

Marginal Functions:

• Other related duties as assigned in order to contribute to the success of The College of Global Studies.

Qualifications

Required Knowledge, Skills and Abilities:

• Demonstrated ability to meet rigorous deadlines while managing multiple projects concurrently.

• Relevant certifications in one of more of the following areas: Architecture, ITIL, networking, project management and/or development are preferred but demonstrated experience is required.

• Superior problem-solving and analytical skills with proven ability to strategize, prioritize and multitask to meet goals and deadlines.

• Ability to improve IT operational efficiency, service delivery and information management across the organization.

• Experience with software/solution/system lifecycles.

• Extensive vendor management experience.

• Excellent oral and written communication skills, a commitment to customer service, the ability to tailor communication to different audiences and to exercise appropriate discretion.

• Experience working with international customer base with exposure to in-country regulatory and cultural nuances a plus.

• Demonstrated experience with the requirements analysis process.

• Experience with one or more SDLC frameworks; waterfall, Agile, SCRUM, etc.

• Experience with the core technologies of Arcadia and TCGS - Salesforce, PowerCAMPUS, Windows, Google Apps, SQL Server, LINUX, BigTree CMS, Confluence, Cashnet, Canvas.

• Experience with cloud-based solutions.

• Experience supporting Enterprise Systems.

• Experience with Business Analysis and Business Process Engineering (BPE).

Minimum Requirements:

• Bachelor's degree required; degree in relevant field preferred.

• 5-8 years of IT experience in systems administration or support.

• 1-3 years of experience with technology leadership.

• 2 years of experience leading or managing teams required.

• Expertise in project/program management methodologies and tools, with 2-4 years of demonstrated IT project management experience.