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IT Operations Manager, Business Services Division
4 weeks ago
The University of Pennsylvania seeks an experienced IT Operations Manager to join the Business Services Division. This role will lead the Division's IT Operations team, supporting 375 users/devices across 15 business units.
The successful candidate will have a strong background in IT operations, with experience in managing IT support teams, developing and maintaining supported applications, and collaborating with systems administrators.
This is an exciting opportunity to join a dynamic team and contribute to the success of the University of Pennsylvania.
Key Responsibilities- Lead and manage the IT support team, ensuring timely and accurate customer service.
- Develop and maintain supported applications, processes, and procedures documentation.
- Manage help desk workflows efficiently, maintaining standards and best practices throughout the technical support process.
- Collaborate with the BSD IT Systems and Security team to support the University's SecureIT Program.
- Engage with Sr. Business Systems Analysts across the division to support their business-specific applications and workflow.
- Bachelor's degree with 3-5 years of experience in IT operations, or an equivalent combination of education and experience.
- Strong technical skills, including experience with Windows, Mac, and mobile platforms.
- Excellent customer service and communication skills, with the ability to present technical materials clearly to both technical and non-technical audiences.
- Ability to work independently and as part of a team, with a strong focus on teamwork and confidentiality.
- Experience in an academic computing environment.
- Experience with information security services, including CrowdStrike.
- Experience with endpoint management services, including JAMF.
- Experience with Freshdesk.
