Posted: 06-Dec-24
Location: Youngstown
Internal Number: 4752191
Supervises staff as assigned. Provides cost-effective, high-quality technology services that enhance the teaching and research mission of the University. Promotes, communicates, and reinforces regulations, policies, procedures, standards, best practices, etc. with regards to compliance, efficiency, and success. Accountable for Quality of Service(s) provided by assigned units, related measures/metrics, and area compliance with data quality standards regarding assets, work estimates, productivity, and capacity measures. Serves as project, change, and/or major incidents manager as needed. Manages budgets as assigned. Represents supervisor as necessary during times of absence or unavailability. Works in tandem with departmental IT Leadership.
Serves as an IT relationship manager and provides functional support for the university?s enterprise data and applications, along with administrative oversight of the technical team. Manages and facilitates the analysis of end-user requirements, responds to and resolves end-user requests and issues, and participates in end-user support and training activities or refines business processes. Designs, develops, and implements solutions based on customer needs. Assists in prioritizing competing projects and requests, develops detailed project timelines, and allocates resources to deliver customer solutions. Represents the IT department as an active participant in IT Governance committees.
Essential Functions and Responsibilities: Develops SMART goals for area(s) and/or staff based upon objectives and the needs of the university community; assigns and reviews work, manages priorities, and establishes timeframes for the completion of projects and tasks; mentors managers and staff especially related to IT goals and issues; participates, and provides assistance with professional development and utilizing training opportunities; participates in daily support; coordinates project resource(s) availability and activities using capacity management/governance processes, tools, and data as appropriate and required.
Serves as an ITS project manager; utilizes IT Service Management tools to optimize service delivery and manage staff efficiently by establishing time estimates of work and driving positive outcomes; may serve as area(s) change manager.
Mentors and coaches staff on Continuous Quality Improvement (CQI) and Customer Relationship Management (CRM). Serves as administrative proxy for subordinate managers; schedules staff; recommends staffing modifications to better address work demands along with innovative process improvements to increase existing efficiencies; interviews candidates for employment and recommends/manages hiring with a focus on growing the team?s effectiveness; enforces primary/secondary mandate for essential services; evaluates work performance including reporting of achievements and documentation of issues; approves/disapproves leave requests; recommends and takes actions consistent with Human Resources and ITS requirements regarding praiseworthy and/or disciplinary issues; fields and responds to grievances; maintains understanding of labor agreements.
Accountable for Quality of Service(s) provided with data quality standards regarding assets, work estimates, productivity, and available capacity measures. Administers, maintains, reports, and manages budgets. Provides technology standards and best practice information and guidance to staff.
Works with constituents as needed to minimize institutional procurement, licensing, and other costs for the acquisition and use of data, software, and services. Finds and creates opportunities to reinforce applicable regulations, policies, procedures, standards, best practices, etc. with regards to compliance, efficiency, and success.
Initiates, leads, and/or participates in long-term technologies planning; identifies, recommends, and/or determines current or emerging technology software, services, solutions, and issues. Establishes need and priority of and manages development, documentation, and implementation of associated standards, procedures, workflows, and knowledge bases related to enterprise data and applications; promotes strategic direction, provides guidelines for and works with other IT Departments to establish/maintain scope of services and identifies/designs/implements other IT services as needed with IT Governance input as appropriate; facilities communication between business/academic stakeholders campus-wide and the technical staff members.
Develops, reviews, recommends, and/or administers contract terms and conditions with vendors for the institution and/or institutional collaborations to include RFI, RFP, License agreements, Service Level Agreements (SLA) and similar. Interacts with vendors as appropriate to facilitate the same; prepares and presents business cases for technology investments; works with leadership, stakeholders, and customer areas to understand, document, and communicate roles, requirements, and value of scalable, cost-effective technology solutions. Coordinates, documents, and implements procedures for change management, and major incident response. Represents ITS on various committees and working groups in support of university initiatives and/or represents YSU at various local, state, and/or national organizations as authorized/assigned. Maintains managerial, professional, and technical effectiveness via interactions, networking, seminars, and similar.
Receives business direction to establish technical direction and priorities of the team to best support peer IT units and the University. Ensures that staff are effectively participating as part of the Project Management Office (PMO) and fulfilling both their project and administrative duties by working closely with Project Managers (PMs) in each IT Department.
Other Functions and Responsibilities: Assists with training new hires.
Performs other duties as assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor.
Equipment Operated: Computer and all other standard office equipment.
Work Schedule: Typically, Monday through Friday. Potential for remote work.
Supervision Exercised: Supervision is exercised over staff and students.
Reports to: Director
Required Certifications, Training, and/or Licensures: None
Knowledge of: University policies and procedures*; office practices and procedures; department/division goals and objectives*; department/division policies and procedures*; workplace safety practices and procedures*; English grammar and spelling; records management; office management; project management.
Skill in: project management; use of office equipment; typing, data entry; computer operation; use of computer software and other programs applicable to the assigned department/division*.
Ability to: assess customer priorities and allocate appropriate resources to meet agreed upon timelines; deal with problems involving several variables within familiar context; define problems, collect data, establish facts, and draw valid conclusions; determine material and equipment needs; calculate fractions, decimals, and percentages; compile and prepare reports; use proper research methods to gather data; understand a variety of written and/or verbal communications; prepare accurate documentation; maintain records according to established procedures; travel to and gain access to work site; effectively interact with personnel and public to answer routine questions; train or instruct others; move quickly and effectively from one tasks to another; work independently and in a team environment; develop and maintain effective working relationships.
(*) Developed after employment.
Minimum Qualifications: At least a bachelor?s degree in information technology, information systems, computer sciences, or a related field and five years of experience in medium to large business technology support, customer relations management, and/or related services. Prior management of a team of IT employees in the completion of daily business operations and assigned projects.
Preferred Qualifications: A master?s degree in information technology, information systems, computer sciences, or a related field; technical and/or managerial experience in college and/or university administration. Experience managing a team that includes both salaried and hourly staff. Experience working with labor agreement terms and conditions.