IT Operations Manager

This position requires consistent on-site presence. Remote or hybrid work arrangements are not available at this time.POSITION SUMMARYThe Golisano Institute for Business & Entrepreneurship is seeking a passionate and collaborative IT Operations Manager to join our innovative technology team. This is an exciting opportunity for a solutions-oriented professional who finds joy in solving technical challenges, supporting users, and thrives in a diverse, fast-paced environment.Reporting to the Associate Vice President of Technology, you'll be at the center of our technology ecosystem, working with everything from network infrastructure and laptop administration to cutting-edge AV systems and AI tool implementation. This highly visible role offers the chance to make a meaningful impact on our Institute's mission while working alongside a team that values innovation, collaboration, and continuous learning.What makes this role special:Diverse Technology Portfolio: From traditional IT operations to emerging AI technologiesCollaborative Culture: Work closely with students, faculty, and staff who genuinely appreciate your expertiseInnovation Focus: Help shape the future of the technology that is a vital part of the Institute's operations and pedagogy.Growth Opportunity: Lead projects and manage technologies that directly impact the Institute's successMeaningful Work: Support an organization dedicated to fostering entrepreneurship and business excellenceKey areas of impact include:Owning the IT operations function and ensuring excellent service while positioning the team to support the ever-developing needs of the Institute.Managing our strategic partnership with third-party Managed Services Provider (MSP) and managing on-site contract help desk personnel.Providing hands-on IT support and guidance to our campus communitySpearheading IT projects, including facility build-outs and systems implementationsCollaborating with leadership on IT strategy, policies, and innovative solutionsEnsuring seamless technology experiences for campus events and auxiliary servicesThe ideal candidate brings a minimum of seven years of IT experience, including at least two years of direct end-user support and two years of supervisory experience. You should have a proven track record with Microsoft technologies (Office 365, Azure) and a passion for translating technical concepts into solutions that empower others. Most importantly, we're looking for someone who approaches challenges with curiosity, communicates with empathy, and finds fulfillment in enabling others' success.RESPONSIBILITIES Hands-On IT Operations & Support:Foster a collaborative relationship with our contracted MSP, ensuring exceptional service delivery that exceeds expectationsProvide enthusiastic, hands-on assistance in resolving technical challenges and service requests from faculty, staff, and studentsLead helpdesk activities with a focus on timely resolution and exceptional user experience, providing direct involvement and strategic oversight as needed.Proactively monitor and intervene on end-user tickets to ensure swift resolution and maintain high satisfaction levels with our third-party help desk providerCollaborate with our MSP to maintain and enhance network physical layer infrastructure, ensuring robust connectivity throughout our facilitiesChampion technology excellence for all auxiliary services, including campus store, dining services, and event managementPartner with event planners to deliver outstanding IT support for campus events, including innovative AV setups, online ticketing systems, and emerging technology solutionsIT Project Management & Innovation:Collaborate with the AVP of Technology to develop strategic project plans and maintain prioritization frameworks that align with Institute goals and timelinesLead and oversee diverse IT projects across the Institute, from traditional infrastructure to cutting-edge AI implementations, ensuring on-time and on-budget deliverySkillfully coordinate internal and third-party project resources, fostering teamwork and ensuring successful project outcomesProvide clear, actionable progress reports and maintain transparent communication with stakeholdersLeadership, Collaboration & Team Development:Inspire and mentor a dynamic team of IT professionals, creating an environment where team members can grow and contribute to the institution's technological advancementCultivate a culture of collaboration, innovation, and continuous improvement within the IT department, where creative problem-solving is celebratedBuild strong partnerships with academic and administrative leaders to identify technology opportunities and deliver solutions that enhance teaching, learning, and institutional operationsOther initiatives as directed by Vice President of Operations and/or Senior LeadershipEXPERIENCE Minimum requirements to excel in this role:7+ years of IT experience, including at least 2 years in a role directly supporting end users in a professional capacity2+ years of direct supervisory experience, with a track record of developing and inspiring team membersHands-on expertise with IT operations, including installation, configuration, and maintenance of servers, networks, cybersecurity measures, and data storage systems, plus experience with system monitoring, backups, disaster recovery, and troubleshootingStrong proficiency with Microsoft technologies, including Office 365 and Azure, with practical experience applying these tools in academic or complex organizational environmentsExceptional problem-solving abilities with the talent to communicate technical concepts effectively to non-technical stakeholders and successfully manage multiple demands and projects simultaneouslyKnowledge of IT compliance requirements in higher education (such as FERPA) and experience developing risk management strategies to ensure compliance with legal and accreditation standardsProven success working with external vendors and service providers to deliver high-quality technology solutions and servicesExperience managing IT budgets and ensuring cost-effective resource use aligned with institutional prioritiesBackground supporting auxiliary services with technology including point-of-sale systems, inventory management, and event technology, ensuring seamless operations and integrationAbility to develop and implement comprehensive IT strategies that align with institutional goals and leverage emerging technologies to enhance educational delivery and operational efficiencyPHYSICAL DEMANDS Must be able to move around campus and access equipment in offices, classrooms, and event spaces.Occasionally required to lift or move equipment (up to 50 pounds).Frequent use of hands for typing, handling tools, and setting up technology.Must be able to see and read computer screens and technical materials.Must be able to clearly communicate in person and over the phone.May occasionally work in tight spaces or around equipment.Some evening or weekend work may be needed to support events or resolve urgent issues.