IT Operations Manager

7 days ago

Big Rapids, Michigan, United States Ferris State University Full time

Job Title: IT Operations Manager



About the Position:



Ferris State University is seeking a highly motivated IT Operations Manager to lead our Service Desk operations. As a key member of the IT Solution Center team, you will oversee the day-to-day operations and staff of the Service Desk, providing customer-focused computer support and leadership to the University community.



Responsibilities:




  2. Oversee the Walk-up operations for in-person IT customer support, ensuring timely and effective resolution of technical issues.
  3. Manage the Hardware Repair area and its proper operation, ensuring seamless workflow and efficient issue resolution.
  4. Lead the Call Center team, overseeing phone, chat, and portal customer requests, and ensuring excellent customer service.
  5. Oversee Cellular Device support, including MiFi devices for employees, and ensure efficient issue resolution.
  6. Develop and maintain a service catalog of all IT services offered, and assist in coordinating content.
  7. Provide primary direction and ownership of the ITSM application, ensuring efficient issue tracking and resolution.
  8. Plan and distribute technology-related communications to the University, including outages, alerts, and project-related content.
  9. Monitor and maintain the IT Portal related content, ensuring up-to-date and accurate information.
  10. Facilitate the ITSM system to improve efficiency and communication, and coordinate the configuration of processes in ITSM software tools.
  11. Identify recurring and potential operation problems, recommend procedures and controls for prevention, and investigate alternative methods to expedite problem resolution.
  12. Facilitate process-related team meetings to improve efficiency and communication, and work with campus IT personnel and vendors to efficiently resolve emergent situations.
  13. Meet with customer areas on a regular basis to discuss technology updates and changes, and address any concerns.
  14. Collaborate closely with other coordinators and managers for a cohesive service desk operation, and maintain and continuously develop relationships with third-party support centers.
  15. Maintain ownership of the ITSM system and ensure its continued support, and proactively communicate information on IT policies, procedures, and processes to ensure effective and efficient use of resources.
  16. Perform all duties in compliance with applicable University policies and procedures, and state and federal requirements, and assist in project coordination of service management-related work or other projects as assigned.
  17. Maintain job-related computer skills and working knowledge of advances in technology, and assist the director with the coordination of strategic development of long-term plans.
  18. Work at multiple FSU campus locations as required, and operate university motorized vehicles in a safe manner while performing job duties.
  19. Report directly to the Director of the IT Solution Center or designee, and be responsible for maintaining the confidentiality of designated information.
  20. Demonstrate an understanding of diversity, equity, and inclusion, especially in working relationships with students, faculty, staff, and community members, and support, promote, and develop University student enrollment and retention initiatives.
  21. Perform other duties as assigned within the position classification area.


Requirements:



Minimum qualifications include a Bachelor's degree, two years of work experience in an IT-related technical customer support area, and supervisory experience of full-time, part-time, and/or student employees. A valid driver's license and HDI Support Center Manager certification within one year of employment are also required.



Preferred Qualifications:



A Master's degree or advanced degree, work experience as a call center supervisor or manager, HDI certification, and ITIL Foundations certification are preferred.



How to Apply:



To apply, please submit a cover letter, resume, and unofficial transcript. Optional documents include additional education or experiences considered. The initial application review date is October 14, 2024. The position is open until filled.



About Ferris State University:



Ferris State University is an Affirmative Action/Equal Opportunity employer, committed to enhancing equity, inclusion, and diversity within its community. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity, and educational excellence.



Contact Information:



For more information, please visit ferris.edu. The University actively seeks applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups. For more information on the University's Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement.



Equal Opportunity Employer:



Ferris State University is an equal opportunity employer and welcomes applicants from diverse backgrounds. We are committed to creating an inclusive environment that values diversity, equity, and inclusion.

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