Manager, IT Operations
Barry University
Orlando, Florida
Job Description
Manages a team that provides technical support to the Orlando Law campus. This is accomplished primarily via the distribution of service requests amongst the Orlando Law Desktop Support team. This position works closely with other members of DSS and DoIT as a whole to provide an efficient support structure for the Law School. He/she acts as a remote presence for all teams within DoIT, and would be expected to assist in troubleshooting and problem resolutions which may pertain to IT roles additional to desktop support. This position reports directly to the Dean of the Law School, and accepts supervision from the Director, Technology Delivery in the Department of Information Technology.
As a representative of all support teams in DoIT, this position is not only tasked with managing desktop support, but is also expected to assist in all levels of troubleshooting for the School of Law. Desktop support remains the primary job function, as it includes providing customer service and consistent communication with the Orlando Law campus.
Provide & maintain equipment and support by:
- Providing and managing Tier 1 and 2 service.
- Working with the Director of Technology Delivery to manage Technology Lifecycle deployments in order to maintain usability of computing resources.
- Performing and scheduling imaging and software deployments.
- Working with the Director of Technology Delivery in defining and managing standard configurations for desktop/laptop hardware/software.
- Working with the Director of Technology Delivery on major hardware/software rollouts.
- Resolving escalated support issues for faculty/staff/students as needed.
- Communicating/coordinating with the vendor/partner responsible for managed print services to resolve printer hardware changes/issues.
- Communicating and coordinating with vendors/manufacturers to resolve various hardware/software issues.
- Coordinating the return of ‘end-of-life/lease’ computing equipment.
- Providing and coordinating support/service for networking components and connectivity
- Providing and coordinating support/service for IP phone equipment and connectivity
- Ensuring an accurate inventory of desktop, printing and multimedia equipment is maintained.
- Tracking all incidents using the tool used for incident management by the Department of Information Technology.
- Work closely with the staff in the Department of Information of Technology in the coordination and resolution of incidents and providing an efficient support structure for the Orland Law School.
- Manage the student MacBook Air Program, to include ordering, inventory, distribution, and returns.
- Following the guidance of the Director of Instructional and Media Technology, work with Audio/Visual vendors in support of periodic classroom equipment replacement and vendor service requests.
Manage daily operations of the Orlando Law IT Staff by:
- Supervising PC Support Specialists and part-time student employees, and evaluating/monitoring their performance.
- Managing daily workloads and re-distributing, as needed.
- Evaluating/monitoring staff performance.
- Evaluating special computing equipment needs requests, and collaborating with the Director of Technology Delivery to recommend/provide solutions.
- Scheduling Technology Lifecycle computer deployments.
- Performing Tier 1 and 2 level support for faculty/staff/students.
- Processing warranty replacements for desktop/laptop equipment.
- Configuring printers and multifunction devices to the network for printing, faxing, and scanning to email.
- Maintaining the IT staff offices & facilities to ensure a clean and well-organized working environment.
- Working with the Director of Technology Delivery in assigning special projects/tasks and monitoring their progress.
Provide & maintain equipment and support in labs & instructional facilities by:
- Performing and scheduling imaging and software deployments in labs & instructional facilities.
- Working with the Director of Technology Delivery to ensure efficient client management of labs and instructional facilities.
- Resolving multimedia & video projection equipment issues in labs & instructional facilities.
- Resolving escalated customer service issues relating to labs & instructional facilities support.
Creation & maintenance of documentation by:
- Maintaining & managing the Orlando Law IT Staff’s SharePoint site, under supervision of the Director of Technology Delivery
- Gathering/reporting of statistics for quarterly and yearly reporting.
- Working with the Director of Technology Delivery in developing and managing reporting tools/methods for statistics.
- Working with the Director of Technology Delivery in creating/maintaining procedural guidelines for PC Support Specialist and work-study staff.
- Taking minutes for staff meetings, and making those minutes available online.
- Working with the Director of Technology Delivery in ensuring the accuracy of various published information regarding Orlando Law IT Services.
Performs other job-related duties as assigned or required.
Access to privileged/personal data occurs on a frequent basis, during very common operations such as data migrations or PC upgrades. This position is expected to exhibit professionalism, sound judgment, and discretion while working with clients during these jobs. This position requires occasionally traveling to remote sites. Professionalism and excellent communication skills are required, as this position regularly communicates directly with faculty and staff.
Educational/Experiential Requirements
Bachelor’s Degree – Field of Study - Engineering, computer science, business administration, information technology or other related field.
Experience may substitute for some of the educational requirements as follows:
3 years of PC support experience or knowledge of specialized principles or techniques equivalent to those that would normally be obtained through a formal four-year college/university academic program or an in-depth specialized training program directly related to the type of work to be performed. Comp. ITA A+ certification, or any combination of education and experience.
Benefits: Barry University offers a comprehensive benefits package to full-time employees that includes health, dental, vision, life insurance, retirement, tuition assistance, paid time off and work/life balance initiatives such as wellness programs, spirituality in the workplace, and training and development.
Barry University is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.
