IT Operations Lead

4 days ago


Cleveland, Ohio, United States Cuyahoga Community College (Tri-C) Full time
About the Role:
Cuyahoga Community College (Tri-C) invites applications for the position of IT Operations Lead. This role will be responsible for leading the User Services team and overseeing the operational coordination and supervision of the team. The successful candidate will have a strong background in IT operations and management, with experience in supervising teams and making sound decisions.

The IT Operations Lead will oversee the completion of unit goals, objectives, and expectations, as well as ensure that User Services adheres to asset management procedures and audit requirements. This position will also supervise campus-level technical/network support provided while serving as an on-going technical resource. In addition, the incumbent will manage the support of software, hardware, network, and peripheral devices, including project proposals, work plans, goals, milestones, organized work teams, and implemented deployment schedules. Another key responsibility is to assist in administering fixes and design modifications to workstations and printers or other peripherals, monitor supplies, maintain inventories, and ensure timely inspection/repair of computers and printers.

The successful candidate will also lead the creation and updates for internal supported system documentation, ensure on-going User Services training of new software, asset inventory, hardware refresh, and helpdesk ticket SLAs, as needed. Additionally, they will assist with the preparation of monthly K.P.I. metrics and recommendations for ITS leadership to facilitate management decisions, and assist with related budget monitoring and planning. Strong communication and interpersonal skills are essential for this role, as well as the ability to foster a partnership with customer care and technical support (HelpDesk), and work collaboratively with executive leadership and end-users on training and support issues.

Requirements:
  • Bachelor's Degree in a related field
  • Minimum of five years of professional IT experience
  • Demonstrated experience supervising, planning, assigning, scheduling, and ensuring the quality of the work of others
  • Demonstrated experience making sound decisions that affect a work unit or team
  • Demonstrated experience requiring diverse problem-solving methods in a variety of situations


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