To be considered, a cover letter and resume are required. The cover letter must be the leading page of your resume and should:
Specifically outline the reasons for your interest in the position and
Outline your particular skills and experience that directly relate to this position.
Starting salaries will vary depending upon the qualifications and experience of the selected candidate.
Information and Technology Services (ITS) has an exciting opportunity for an Infrastructure Installation Manager. This position reports to the Assistant Director of Business Services in the Infrastructure Department.
The Infrastructure Installation Manager will provide direction, leadership and management of a team responsible for the solution delivery of communications networks, services and infrastructure utilized across campus; collaborate across ITS and with stakeholders to develop and execute strategy; promote cooperation and effectively manages customer relationships; participates in strategic planning efforts and sets direction for the assigned products and services including all expenses; and has functional and administrative responsibility for staff and functions within their area.
WHO WE ARE
ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and enabling university wide innovations by:
Elevating the customer experience by providing proactive, laser focused customer service
Providing appropriate IT security and privacy in an open university society, while enabling innovation
Supporting data-informed decision making
Delivering intuitive research computing solutions
Building a world-class, transformational network and reliable administrative systems
In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment.
ITS’s mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. To learn more, visit: https://its.umich.edu.
WHO YOU ARE
You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers’ needs in mind. You anticipate problems and work proactively to preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.
You have a minimum of five (5) years of leadership experience and responsibility for the strategic technical direction and oversight of multiple and diverse in-building networks including: planning, design, consulting, project management, installation, budget development and authorization of expenditures for in- building network environments; have a minimum of five (5) years of supervisory experience of staff at all levels from diverse backgrounds; demonstrate knowledge of communications systems and networks like voice, data, video and WiFi; demonstrate expertise in complex project and program management; and demonstrate proficient knowledge of and helps others understand networking principles, practices, standards, technologies and procedures.
Provide direction, leadership and management of a team responsible for the solution delivery of communications networks, services and infrastructure utilized across campus. Define overall roadmap and strategic planning for the project management team, assist in the implementation of the team’s customer service strategy and provide oversight for projects resulting in effective communication and collaboration across the organization while delivering successful projects that are within budget; meet customer preferred timelines and result in high customer satisfaction. Establish policies, procedures and standards to support ongoing planning efforts, network installations/upgrades and service improvements.
Develop strategy to ensure all in-building network services consistently meet and exceed customer expectations for reliability, responsiveness and performance. Build and maintain high levels of customer engagement to ensure: customer needs and requirements are being met; potential problems are detected ahead of time and avoided or mitigated to reduce the level of business interruptions; ITS is delivering additional business value over and above traditional, reactive service offerings; and, helping customers make the best use of ITS services to address key support value drivers or reduce operational costs.
Direct management team on the execution of strategies to achieve ITS goals. Be able to bridge the worlds of customer service with U-M’s academic, administrative and research communities. Effectively utilize leadership and strategic thinking skills to set strategic direction and collaborate across the organization.
Benchmark services to competitors to ensure alignment of strategy to industry and consumer trends and build a competitive advantage. Investigate emerging technologies and solutions; evaluate through trials and pilots to ensure leading-edge service.
Proactively anticipate and resolve problems and create conditions and processes to support change. Demonstrates effective creative problem solving, flexibility, quality service and interpersonal skills when evaluating, advocating for and developing enhancements, resulting in product and process improvements that leverage the capabilities of existing technology and meet customer and organizational expectations. Analyze data and develop recommendations for service improvement. Lead or coordinate projects or initiatives that include upgrades, troubleshooting issues, integration of software/hardware and the implementation of new services.
Collaborate with technical teams to resolve infrastructure and environment related issues, while ensuring high quality technology implementations are done in accordance with the design and defined technical standards.
Serve as an escalation point for sensitive, unresolved or complex issues. Ensure all requests are processed with a high level of customer satisfaction, as well as, efficiency and timeliness. Manage large scale, time-sensitive projects with a focus toward excellent customer service and alignment with ITS strategy and goals.
Responsible for maximizing return on investment, including customer and employee feedback. Conduct analysis on metrics to recommend changes to improve or enhance service or organizational effectiveness.
Responsible for managing staff including recruitment, work plan, development, training, performance evaluation and other various staff functions. Prepare and review budgets, approve expenditures and submit budget or revenue proposals.
Stay current with relevant advances in technologies, make cases for advances in current infrastructure based on technological advances. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing. Develop and follow best practice procedures and share knowledge with team members. Serve as a subject matter expert and mentor others.
Stays current with relevant advances in technologies; develop business case to propose current infrastructure changes based on technological advances. Provide technical leadership and knowledge transfer to technical staff that support the campus network. Identify training activities that will assist in developing necessary skills for Tier I, II and III technical support. Mentor ITS and customers on adherence to design and service architecture guidelines.
Demonstrate skill development by actively participating in growth opportunities for continuous development and improvement and applying new skills and knowledge to the job as evidenced by the ability to efficiently and effectively perform assigned duties, resulting in meeting or exceeding customer expectations and performance metrics.
Demonstrate effective communication skills when providing training and mentoring to less experienced staff, resulting in staff and teams using and implementing the latest policies, procedures and best practices to accomplish tasks.
Bachelor's degree in data communications, telecommunications, electronics or computer science or an equivalent combination of education and experience.
Minimum of five (5) years of leadership experience and responsibility for the strategic technical direction and oversight of multiple and diverse in-building networks including: planning, design, consulting, project management, installation, budget development and authorization of expenditures for in- building network environments.
Minimum of fivce (5) years of functional and administrative supervisory experience of staff at all levels from diverse backgrounds, recruiting, mentoring, career development, resource planning and scheduling, performance management and team building.
Demonstrated knowledge of communications systems and networks like voice, data, video and WiFi.
Demonstrated experience planning, coordinating and executing complex projects involving multiple stakeholders and teams.
Demonstrated experience in establishing and maintaining effective relationships with internal and external customers and department in a manner that consistently meets expectations for exemplary customer service and experiences.
Demonstrated success in proposing, advocating for, planning, implementing, measuring and communicating effective change approaches.
Demonstrated experience in developing and managing complex budgets and financial reporting including costing and rate setting.
Demonstrated effective verbal communication skills including strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations
Excellent organizational, analytical and independent problem-solving skills
Ability to influence others in the building and maintaining consensual approach with a wide array of diverse business interests
Effectively utilize leadership and strategic thinking skills to lead strategic planning efforts to define the strategy of the training direction for the organization with alignment to the organizational training strategy and collaborate across the organization to plan and coordinate program and project team priorities.
Information and Technology Services is excited to be filling 40-plus positions this fall to support the missions of the university through the innovative and appropriate use of technology. We have been strategic in our hiring over the last two years in order to fund and invest in our future with these key positions. As a valued team member, you will help create and run the technology that powers the University of Michigan – supporting the students, faculty, and staff who are helping to improve the world!
May require on-call availability and may require working during non-business hours and on weekends.
Punctual, regular, and consistent attendance is required.
May require travel to various locations on and off campus. Candidate must regularly move throughout the office and building environment, must frequently operate a computer to complete work and tasks and may be required to move equipment weighing up to 50 pounds.
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness
The University of Michigan is ranked the No. 3 public university in the 2020 U.S. News & World Report’s annual report of the nation’s best undergraduate colleges and universities.
The University of Michigan is ranked No. 6 on Kiplinger’s list of Best Values in Public Colleges, again making U-M one of the nation’s best values in higher education for in-state students. The ranking highlights colleges and universities that combine outstanding education with economic value.
For the third straight year, the University of Michigan maintained its position as the 15th top university in the world, according to the Times Higher Education World Reputation Rankings.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2019-20 and ranked 21st among all institutions on the list, moving down one spot from last year in the ranking released Tuesday, 06/18/2019.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 178450
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.