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IT Project Manager

2 months ago

Amherst, Massachusetts, United States InsideHigherEd Full time
Job Summary

The Information Technology Lead plays a critical role in recommending, coordinating, and supporting technology needs for IT project implementations and high-level enterprise desktop technology as directed by the College or department leadership.

Key Responsibilities
  • Technical Support: Ensure high-quality and effective support for servers, desktops, and mobile devices utilized by faculty and staff in multiple departments, including recording, classification, troubleshooting, and resolution of client incidents and service requests.
  • Team Supervision: Supervise and prioritize workload for an assigned small technical team that provides support for servers, desktops, laptops, and mobile devices, developing and mentoring team members through establishing performance expectations, training plans, and mentoring behaviors to build a customer-centric culture.
  • Communication and Coordination: Coordinate the communication, review, testing, planning, implementation, and training of latest services introduced by Central IT to College or department's faculty and staff.
  • Technical Consultations: Provide technical consultations as required for the College or department stakeholders, providing direction and technical support to faculty and staff experiencing technological challenges with patience and clarity during in-person, phone, or online interactions.
  • Needs Assessment and Evaluation: Perform ongoing evaluation of College or department administrative, academic, and research technology needs, partnering with Central IT to implement necessary technology to support faculty and staff, working with stakeholders to ensure IT project advancement and success.
  • Infrastructure Management: Regularly conduct needs assessments regarding available technology (hardware and software), infrastructure to support technology, and data security, monitoring and evaluating technology infrastructure services (wireless and wired internet access) and working to improve service and solve problems.
  • Liaison and Collaboration: Serve as the College's or department's liaison for campus information technology groups, vendors, and others, making recommendations for technology purchase and maintenance, relocation/disposal of hardware and software, and data security protocols, policies, and procedures.
  • Video Conferencing and Distance Learning: In conjunction with Central IT and partners, manage the operation and maintenance of video conferencing, classrooms, computer labs, and distance learning systems located in the College or department, providing training and support to faculty and staff with regard to related technology and equipment.
  • Compliance and Security: Ensure that the College or department complies with applicable state and federal laws and regulations, and University policies and procedures, keeping current and making recommendations to the Dean or directors, and IT for needed resources to maintain compliance, providing initial response to information security breaches and implementing preventative procedures to mitigate risks.
  • Inventory and Licensing: Maintain an electronic inventory of information technology owned by the College or department, maintaining departmental records regarding location, configuration, repair, and replacement of equipment, developing and maintaining licensing agreement listings, and performing check-in/check-out of shared licenses for the College or department.
  • Professional Development: Cross-train to provide and receive backup IT support, pursuing professional development opportunities and/or monitoring established and emerging trends, standards, protocols, and developments in information technology, particularly in higher education and online learning environments.
  • Collaboration and Communication: Participate in campus IT meetings and working groups as assigned, assisting in the planning and implementation of IT initiatives, acting as a liaison between IT and the College or department.
  • Security and Training: Educate student employees, staff, and faculty about effective security procedures and train them on security tools, procedures, and policies.
  • Documentation and Maintenance: Maintain and update documentation related to technical procedures and policies.
Requirements
  • Education and Experience: Associate's degree with four (4) years of experience providing complex network and technology configuration, maintenance, support, and incident response, or Bachelor's degree in IT-related field may be substituted for two (2) years of professional experience.
  • Technical Skills: Ability to perform long and short-term IT project development, planning, implementation, and management, excellent analytical skills, and ability to plan, recommend, implement, and monitor effective and efficient processes, and to identify problems and implement solutions.
  • Communication and Interpersonal Skills: Excellent organizational skills and flexibility to effectively manage multiple, emerging, and changing priorities, ability to meet the demands of a complex environment where timeliness and availability of information is considered critical, excellent interpersonal and communication skills, and ability to supervise a cohort of full-time staff and student employees as required.
  • Professional Development: Ability to provide training as required to EDS staff supporting departmental projects, ability to work independently, exercise good judgment, and make sound decisions, ability to design and develop clear instructional materials, and to communicate with patience and clarity, technical concepts to a non-technical audience, including individuals and cross-functional teams with diverse backgrounds and experience.
  • Confidentiality and Integrity: Understand responsibilities with respect to conflicts of interest and behave in ways consistent both with law and with University policy, ability to create and maintain harmonious professional relationships, contribute toward creating a positive and respectful workplace through professional competence, integrity, and collaboration, ability to support departmental and institutional goals by creating a non-discriminatory, respectful, and inclusive environment that is supportive of diversity, and ability to maintain confidentiality, use access to sensitive and/or not yet public university-related information only in the performance of the responsibilities of position, and exercise care to prevent unnecessary disclosure to others.