JOB SUMMARY
The College of Liberal Arts and Sciences’ Shared Services Office at the University of Connecticut seeks qualified applicants for the position of Service Delivery Manager for the CLAS Information Technology team. Under the direction of the CLAS Shared Services Director of IT, the Service Delivery Manager will provide advanced technical services as well as technical and administrative coordination and leadership for multiple computer labs, help desk, campus offices, or other technology areas and teams of consultants. The incumbent provides advanced hardware and software installation and support, computer instruction and documentation, and consultation services to the University community and other users on problems related to computing and/or information technology. The incumbent will supervise full-time staff. The position is based in Storrs, CT.
The University offers great benefits including retirement benefits, health coverage (including dental), good work-life balance with flexible scheduling, 35-hour work week, paid holidays, vacation, and sick leave, tuition reimbursement, access to modern hardware, technology training, learning opportunities, and more.
DUTIES AND RESPONSIBILITIES
- Oversees the planning and implementation of work across all CLAS Service Desks, including efforts with all affected agencies and/or University departments; responsible for the day-to-day delivery of services.
- Provides leadership and management of all CLAS Delivery projects, assesses the computer and/or technical needs for the project, establishes internal project goals and parameters, and creates plans and schedules for implementation. Establishes departmental priorities relative to project parameters.
- Hires, trains, supervises, and evaluates technical, support, and student staff; either directly or through appropriate supervisors. Recommends staffing needs; determines work schedules and work assignments to most effectively meet department needs; resolves personnel problems and reviews personnel actions to ensure compliance with collective bargaining agreements and with University, state, and funding agency regulations.
- Provides technical leadership in analyzing, designing, and implementing special service delivery projects, as assigned. Prescribes standards of terminology and symbology to be used. Assists with the development of policies, plans, and processes, which ensures the minimum risk to services or systems. Develops necessary documentation and operating instructions for user departments.
- Works with and advises faculty and administrators to support their service needs. Serves as a resource to students, staff, and faculty relating to Service Delivery policies, procedures, and initiatives.
- Develops budget recommendations; makes decisions regarding the appropriateness of expenditures and prepares budget reports and projections.
- Initiates purchases of software, equipment, and supplies; maintains contact with vendors and searches the commercial market to determine availability and costs to meet the needs of the Department.
- Evaluates the effectiveness of departmental services and policies through site audits and the collection and analysis of program data; identifies problems, prepares comprehensive reports, and institutes changes, or makes recommendations for major changes to accommodate changing priorities and needs.
- Develops, administers, and evaluates workshops, training programs, courses, or curricula, in accordance with departmental goals. May present training and/or presentations to higher administrative officials or other institutions.
- Undertakes special projects and performs related duties as required.
MINIMUM QUALIFICATIONS
- Associate’s degree in computer science or related field and six years of related experience or a Bachelor’s degree in computer science or related field and four years of related experience or eight years of related experience.
- One year of experience overseeing large projects or in a supervisory capacity over a small unit.
- Demonstrated comprehensive knowledge of multiple technologies used to support computing at the University. Detailed understanding of the procedures and strategies used in academic support technology focus areas (e.g., faculty support, help desk, computer labs, MVS/VM products, networking, regional campus support, research support and programming, training and development.)
- Demonstrated managerial and supervisory ability and well-developed leadership skills.
- Extremely high level of leadership, motivation, initiative, independence, and responsibility.
- Experience in project management and interacting with a multi-faceted University environment.
- Demonstrated excellent communication and writing skills.
- Experience in computer facility operations.
- Demonstrated ability to work well with people, organize workloads, handle difficult problems, work well under stress, and develop complex plans and strategies.
- Experience with Jira Service Management and Confluence.
- Willingness and ability to work occasional evening and weekend hours in support of departmental needs.
PREFERRED QUALIFICATIONS
- Technical support experience in higher education.
- Training and development in supervisory skills and management methodologies.
- Experience with computer hardware repair.
- Experience with project management.
- Ability to work with diverse student, administrative, and faculty populations and provide a commitment to the values of diversity, equity, and inclusion in an educational setting.
APPOINTMENT TERMS
This is a full-time position. The University offers a competitive salary, outstanding benefits including employee and dependent tuition waivers at UConn, and a highly desirable work environment. Salary will be commensurate with the successful candidate's background and experience. Other rights, terms, and conditions of employment are contained in the collective bargaining agreement between the University of Connecticut and the University of Connecticut Professional Employees Association (UCPEA).
TERMS AND CONDITIONS OF EMPLOYMENT
Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check.