Technology Services Manager

Special Instructions Summary

This position will be available no earlier than September 19, 2022. Priority given to applications received by August 12, 2022. Questions regarding interview accommodations, the position, or the application process should be directed to Joycelynn Marshall, University Library Human Resources Coordinator, at the following email address: jomoakle@iupui.edu.

 

Department Information

As the state’s premier urban research institution, IUPUI is committed to being a welcoming campus community that reflects and enacts the values of diversity, equity, and inclusion that inform academic excellence. IUPUI condemns racism in all its forms and has taken an anti-racist stance that moves beyond mere statements to re-examining its policies, procedures, and practices.

As part of the IUPUI campus, the University Library values diversity in the experience and backgrounds of our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, marital status, age, disability status, or protected veteran status. Individuals who require a reasonable accommodation in order to participate in the application process may contact library administration.

 

Job Summary

Indiana University Purdue University Indianapolis (IUPUI) University Library (UL) is seeking a Technology Services Manager to join its Client Support Team. In addition, they will provide senior level, Tier 2 and Tier 3 expertise, serving in a lead role providing technical support and guidance to other personnel in purchasing and maintaining technology for 750+ computers with associated printers, scanners and audio-visual systems throughout the University Library public, staff, classroom, conference room and Auditorium areas. This individual also leads and manages special technology- related projects, working in conjunction with the library Director of Information Systems, as well as Deans and Department Heads.

 

Department-Specific Responsibilities

  • Reports to the Director of Information Systems.
  • Strategically plan, purchase, develop and maintain public and staff technology infrastructure, including monitoring and responding to network protection and patch management issues.
  • Serves in a lead role in supporting and maintaining technology for 750+ desktop and laptop computers with associated printers, scanners and audio-visual systems throughout the University Library public, staff, classroom, conference room and Auditorium areas.
  • Interprets complex technical problems and provide support for hardware, software, and systems.
  • Provides senior level, Tier 2 and Tier 3 expertise and serve as Lead, providing technical support and guidance to resolve all escalated issues deemed unsolvable by other Client Support personnel.
  • Provides experienced technical support to users and fellow team members; assess problems and share technology expertise with students, faculty and staff while resolving issues.
  • Document policies, procedures, and solutions, then coach other full-time and part-time CST staff on solving complex technology issues in the future, thus building a more knowledgeable, cohesive team.
  • Develop, document, and facilitate regular training sessions on technology systems changes and issue solutions.
  • Leads testing and implementation of new and existing technology solutions to address user support issues.
  • Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.
  • Working with UL Director of Information Systems as well as Deans and Department Heads, leads and manages special technology projects and development of new technology services in alignment with University Library strategic plan and budget.
  • Serves a technical lead on all classroom, conference room and Auditorium AV technology projects.

 

General Responsibilities

  • Provides experienced technical consulting, advising, and systems analysis services including multi-platform expertise for client-supported software and systems.
  • Utilizing experienced system analysis techniques and procedures, conducts research and evaluates use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends.
  • Provides experienced advice and consultation on best practices of deployment of collaboration solutions; collaborates with appropriate technical staff on unique problems requiring specialized knowledge.
  • Conducts research and stays up-to-date on emerging technologies; makes recommendations to improve IT support processes and procedures.
  • Communicates effectively with clients in resolving escalated issues.
  • Provides informal and formal training to faculty, staff, and students on information technology; provides training, leadership, and mentors junior level appointed support staff.
  • Ensures all documentation standards are met (issues, resolutions, updates/changes).

 

Qualifications

EDUCATION

Required: Bachelor's degree
Preferred: Degree in computer science or related field

WORK EXPERIENCE

Required: 2 years providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience

Combinations of related education and experience may be considered

LICENSES AND CERTIFICATES

Preferred:
Microsoft Certified IT Professional Certifications CompTIA A+ Certified

SKILLS

Required:

  • Proficient communication skills
  • Maintains a high degree of professionalism
  • Demonstrated time management and priority setting skills
  • Demonstrates a high commitment to quality
  • Possesses flexibility to work in a fast paced, dynamic environment
  • Seeks to acquire knowledge in area of specialty
  • Highly thorough and dependable
  • Demonstrates a high level of accuracy, even under pressure
  • Friendly and service-oriented
  • Excellent organizational skills
  • Sound understanding of mobile technology (Devices, Operating Systems, and Applications), network fundamentals (LAN/WAN and Wireless), Internet messaging protocols (ssh, SSL, SMTP, IMAP, MAPI) and IP Telephony
  • Strong understanding of Windows Active Directory, Group Policy Objects management, patch management, network fundamentals, IP protocol suite and applications, Exchange and various email client software

Preferred:

  • Ability to program using Powershell and Windows Script Host
  • Familiarity with innovative technologies, such as 3D printing and Virtual Reality equipment and software
  • Mastery of computer hardware and software (both Windows and Macintosh environments) and other end user technologies such as audio-visual, video-teleconferencing, printing and multimedia
  • Thorough understanding of wired and wireless computer networking, including VoIP and TCP/IP configurations
  • Ability to effectively manage staff and projects
  • Ability to spot and mitigate risk in technology design projects
  • High level of accountability and professionalism with a high commitment to quality service
  • Very strong communication skills, both written and verbal
  • Good understanding of MS Cloud-based services
  • Thorough understanding of integrated AV systems in a Windows/Mac environment
  • Excellent hardware configuration knowledge including memory, processor, graphic cards and peripherals along with computer BIOS/UEFI environments
  • Excellent troubleshooting abilities with software errors and compatibility issues
  • Experience with 32-bit and 64-bit hardware and software configurations and compatibilities along with understanding of diagnostics and command line language

 

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

 

Advertised Salary

Minimum compensation is $55,000 annually.

Excellent benefits include 30 personal days and 10 paid holidays a year, health, dental, and life insurance options, plus enrollment in IU’s defined contribution retirement plan. All full-time staff members are also eligible for IU’s tuition benefit. This position is considered exempt under the Fair Labor Standards Act and in accordance with university policies, will not earn compensatory time for hours worked over standard 40-hour work week.

 

Work Hours

This is a full-time (40 hours per week) position.

 

Job Classification

Career Level: Career
FLSA: Exempt
Job Function: Information Technology
Job Family: IT User Support

 

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination which includes contact information.