Sr. Manager, IT Support Core Services

Would you like to help shape the future of Stanford’s School of Medicine as one of the most prestigious schools in the world? Join our IT Support team in leading and changing medicine as we know it today. We are looking for energetic self-starters who want to make a contribution as a Senior Manager of IT Support Core Services to drive and support initiatives in the Office of Information Resources & Technology (IRT). Stanford University is an employer of choice in the Silicon Valley, sitting next to, and interacting with the world’s preeminent high tech companies. We offer a variety of benefits beyond traditional medical, dental, and retirement savings options. This is a culture where you can make a difference working alongside some of the brightest and advanced thinkers in the world. 

IRT provides information technology and informatics services in support of the Stanford School of Medicine’s educational, research and clinical missions. IRT’s services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics.

Our Senior Manager of IT Support Core Services is a newly created full-time benefits eligible position reporting to the Associate Director of IT Support Operations. In this position you will be responsible for delivering world-class support by managing, evaluating, recruiting, hiring, and developing staff, including team managers, team leads, and team members. This role will interface directly with technical staff and managers at all levels and will be directly involved in resolving escalations from team members, users and business units as well as coordinating the communication of service status related to his/her area of responsibility. He/she will be directly involved in implementing our support strategy and radically improving the customer experience as well as internal support team processes and procedures. He/she will be responsible to develop, gather, and report key performance metrics on a regular basis to business partners and management. The successful candidate for this role will manage several core IT services teams including:

• Provisioning (hardware acquisition, imaging, and distribution) 
• Service Desk - Level 1 
• Escalation (Service Desk Level 2) 

This position currently works in our Palo Alto office and may move to the new Stanford Redwood City campus late May to late June 2019.

Duties/Responsibilities include:

• Lead and coordinate the business and technical activities of an IT support team including Tier 1 and Tier 2 Service Desk and a hardware provisioning team.

• Represent his/her team and the broader interests of department/school in interactions with other IT and business units across the university in furtherance of strategic objectives and partnerships

• Supervise one or more team managers, supervisors, and/or team leads in addition to technical support staff

• Develop and report team performance metrics and publish summary status periodically

• Measure and report end-user feedback regularly 

• Understand customer requirements and business opportunities

• Foster positive relationships with business units

• Drive adoption of centralized computer procurement and deployment

• Champion continuous improvement of service desk capabilities, capacity, and efficiency

• Integrate Tier 1 and Tier 2 support teams into a streamlined, efficient service desk function

• Analyze performance trends, forecast resource requirements, and implement corrective action as needed

• Establish, communicate, and implement policies, procedures, best practices, recommendations, and guidelines for standards

• Occasional availability outside of normal business hours 

* - Other duties may also be assigned.

DESIRED QUALIFICATIONS:

• Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients’ changing needs.

• Experience developing and managing both technical and non-technical processes and procedures in a complex support environment

• Demonstrated ability to lead, manage, plan, and support a functionally organized, technically oriented environment, with staff working on a wide variety of technical activities. Ability to work independently and exercise sound judgment in managing a diverse technical staff.

• Knowledge of best practices in delivering IT support and professional consulting services. 

• Previous experience managing multi-faceted IT support teams, including service desk, desktop support, and provisioning.

• Prior experience with end-point provisioning including management of a hardware purchasing and/or deployment function.

• Thorough understanding of support metrics and key performance indicators relevant to IT support teams.

• Proven track record of driving change and growth within an IT support team.

DESIRED SKILLS:

• Prior experience in an academic environment, particularly a medical research environment.

• Prior experience with data security issues and best practices.

• At least five years of experience managing (hiring, coaching, performance management), supervising and training a group of employees highly desired.

• Basic understanding of ITIL concepts.

EDUCATION & EXPERIENCE (REQUIRED):

Bachelor's degree and three years of relevant experience or a combination of education and relevant experience.

KNOWLEDGE, SKILLS AND ABILITIES (REQUIRED):

• Understanding of relevant technical knowledge and problem resolution.

• Strong customer relationship skills, consensus building skills.

• Ability to establish effective working relationships in a diverse environment.

• Demonstrated ability to lead, motivate and develop staff.

• Demonstrated project management skills.

• Ability to multi-task and context switch.

PHYSICAL REQUIREMENTS*:

• Constantly perform desk-based computer tasks.

• Frequently sit, grasp lightly/fine manipulation.

• Occasionally stand/walk, use a telephone. 

• Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

WORKING CONDITIONS:

• May require extended hours, evenings and weekends

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.

• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.