Building on a distinguished 105-year history, Montclair State University is proud to be a leading institution of higher education in New Jersey. The university’s six colleges and schools serve more than 19,000 undergraduate and graduate students in 300 majors, minors, concentrations and certificate programs. Situated on a beautiful, 250-acre suburban campus just 14 miles from New York City, Montclair State combines the instructional and research resources of a large public university in a dynamic, sophisticated, and diverse academic environment.
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity. Additional information can be found on the MSU website at www.montclair.edu.
Reporting to the Director of Technical Support Services, the Enterprise IT Support Services Manager oversees three essential functions: 1) Operation of the University Help Desk, providing on-demand technology support; 2) Desktop Services, including hardware and software installation and support for campus faculty and staff, including support for desktop and laptop computers, printers, and other technology; and 3) A/V Services, providing A/V support for mediated classrooms and campus events. Responsibilities include, but are not limited to: managing full time, part time and student personnel; developing and maintaining procedures related to monitoring, tracking, and coordination of Help Desk activity; managing equipment inventories; overseeing the development of end user guides, tips and training materials; and to effectively communicate with, and offer service to the university's community of technology users.
The IT Support Services Manager will also be responsible for managing a suite of common processes and services, based upon the ITIL framework. Processes include Incident, Problem and Change Management. This position will analyze of data and Service Level Agreement (SLA) metrics; establishes new metrics and define additional reporting. The IT Support Services Manager will participate in the development, implementation and support of Enterprise IT’s managed digital media tools and services supporting mediated classrooms and other learning sites; including participating in the evaluation, design, creation and support of digital media-centric services as required supporting business and learning functions at the University. The manager will play integral role in project management and customer service roles in collaborative digital media projects and related outreach within the larger institution.
The IT Support Services Manager will act in support of the University’s Information Technology Divisions (IT) mission to serve as a catalyst for innovatively leveraging technology to advance and support extraordinary education, breakthrough research, and dynamic public engagement. The person in this position plays a key role in engaging staff to fulfill this mission. The Manager will assist the Director in implementing and supporting the University’s Strategic Plan.
* A Baccalaureate degree from an accredited institution. 5-7 years of experience directly applicable to the requirements of the position. Years of service may be substituted for educational degree attainment at the discretion of the hiring authority.
* Must demonstrate technical experience, which includes managing group(s) responsible for customer-facing IT services.
* Must have a minimum of 3 years’ experience implementing and administering Help Desk tools in a medium to large-sized company.
* Must have experience supervising a large numbers of students and/or itinerant personnel
* Must have experience with Windows Active Directory Administration and group policies.
* Must have demonstrated experience supporting and administering Windows 7 and Mac OS X (10.7 & 10.8) operating systems with the expectation to learn future operating systems.
* Must have experience with planning and the implementation with large scale computer deployments.
* Must have experience with troubleshooting a variety of audio, visual, and multimedia equipment and systems.
* Must have working knowledge of Crestron AV Control.
* Must have working knowledge of creating secure and encrypted images.
* Experience distributing images, software and updates through Microsoft System Security Service Manager (SCCM), Windows Deployment Toolkit and Munki, a plus.
* Broad based IT operations experience including knowledge of Help Desk, Desktop Support, Data Center, Network, Telecom and other associated IT Services, a plus.
* A+, ITIL Foundations and Service Operation, HDI Help Desk Manager certifications, a plus
* Strong communication and interpersonal skills both oral and written; Strength in collaborating within team and cross-functionally up to and including the executive leadership level.
* Technical administration of complex solutions.
* Strong Customer Service acumen
* Evidence of high standards of professional conduct when handling sensitive and confidential matters.
* Ability to motivate and lead others.
* Ability to analyze problems, gather and evaluate data, and make independent decisions.
* Ability to establish multiple priorities and originate and manage departmental projects.
* Ability to adapt to changing policies, procedures and technology and document this in accordance with established change control practices.
***Please note candidates who previously applied for this position do not need to re-apply.***
*ID:* 2014-1084
*# of Openings:* 1
*Date:* 2014-01-17
*Country:* US
*State:* NJ
*City:* Montclair
*Postal Code:* 07043
*Category:* Information Technology
*Job Type:*