Manager, IT Client Support Services

Manager, IT Client Support Services

Job ID : 290883

Location : Columbus State University

Full / Part Time : Full Time

Regular / Temporary : Regular

About Us

Great universities inspire the very best in us. They nurture new ideas, fresh perspectives, and creative problem-solving. They challenge students to discover their passions - and to turn those passions into thriving careers that improve our world.

Columbus State University is exactly that kind of place. With exceptional facilities, ideal class sizes, and unique field experiences, our students have room to create. Here, every faculty and staff member is part of the educational process, actively mentoring students and championing each new step in their journey.

Located just 100 miles southwest of Atlanta, CSU is part of the University System of Georgia and offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees. Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays (if applicable). Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!

Department Information

University Information and Technology Services

Job Summary

The Manager, IT Client Support Services will provide vision and direct the management and operations of the IT Support Services Tier 2 Team, managing the personnel, procedures, policies, budget, equipment, and services. The Manager, IT Client Support Services will be responsible for ensuring the provision of robust, reliable, efficient and up-to-date technology and related services to both campuses. This position is also responsible for researching, forecasting, and analyzing trends that allows for implementing technology solutions relating to the CSU strategic priorities and goals to ensure student success. This position requires advanced technical expertise and strategic insight to ensure CSU's service delivery remains modern, efficient, and aligned with evolving industry standards. The role involves proactively identifying opportunities for innovation, implementing cutting-edge solutions, and continuously optimizing service frameworks to meet the dynamic needs of the university. A successful candidate for this position will possess strong customer service skills and the ability to build relationships through active listening and collaboration with stakeholders, users, customers, partners, and vendors to gain a deep understanding of current processes and opportunities for enhancements. This position reports to the Executive Director of IT Client Support Services and Administrative Operations.

Responsibilities

Significant Duties & Responsibilities include : Forecast and manage strategic plans, policies, and programs for the IT Client Services team.; Direct and manage overall operations of the functional unit through managers, team leads, other professionals, ensuring continuous improvement in client support services and quality operations.; Manage and monitor work performance of the support team, including evaluating program / work objectives and effectiveness, establish organizational goals and realigning work and staffing assignments as necessary.; Maintain department effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies and services.; Interact fully with UITS managers to drive top notch performance and transformation across the entire technology team.; Analyze complex university needs presented by the CSU community and design / recommend technical solutions and strategies to improve user services, systems, and processes.; Provide technical training on technology hardware to meet the needs of faculty and students for a successful teaching and learning experience. Provide support and training and software, to include all classroom and lab software, enterprise software, and all video conferencing tools available to CSU.; Alongside the Project Management Office, lead implementation / enhancement projects by identifying and quantifying requirements, generating gap analysis between current state, desired future state and the capabilities of existing technology and resources while managing timelines, problem solving issues / changes, and keeping stakeholders informed.; Provide leadership to the support team in a fashion that supports the university's culture, mission and values.; Assist in managing all software and licenses for the university; ensuring all software is USG compliant and software database is up to date and maintained.; Recommend information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.; Introduce effective training methods for services team to deliver to end users.; Accomplish financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.; Maintain quality service by establishing and enforcing university standards.; Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; benchmarking state-of-the-art practices (ITIL); professional development.; Prepare support center performance reports by collecting, analyzing, and summarizing data and trends.; Keep up-to-date with the evaluation of new tools, techniques, services, practices, and technologies to maintain reliable and efficient development, testing and integrations.; Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.; Investigate and troubleshoot issues and provide effective solutions for those issues.; Organizing daily operations and services using Lean Six Sigma and ITIL best practices.; Perform related duties consistent with the scope and intent of the position.

Required Qualifications

Required Qualifications include : 2+ years in the IT field; a proven leader.

Preferred Qualifications

Preferred Qualifications include : Preferred Bachelor's degree or higher in a technology-related field or years of equivalent work experience.; Preferred Certifications : HDI Certificate Preferred. ITIL Certificate Preferred.

Proposed Salary

The proposed annualized salary range for this position is $56,723 - 62,314 and includes full benefits.

Knowledge, Skills, & Abilities

Knowledge, Skills, & Abilities include : Demonstrated adaptive leadership style that can positively impact a diverse team.; Demonstrated interpersonal skills and the ability to build successful relationships with a wide variety of colleagues and stakeholders at all levels.; Demonstrated skills in process modeling tools and techniques with a continuous improvement mindset.; Demonstrated proficiency with current computer technology and applications, including Active Directory, SCCM, and Intune.; Knowledge and understanding of university's organization, goals and objectives, and policies and procedures.; Ability to work without direct supervision.; Ability to analyze trends and make educated predictions.; Ability to effectively troubleshoot technology and systems.; Emphasize positivity and satisfaction around client services.; Have a high attention to detail with a focus on quality.; Ability to prioritize and multitask in a busy environment.; Organizational and planning skills that lead to results.; Knowledge of Support Center Functions.; Strong interpersonal and communication skills, both verbal and written, including presentation skills.; Ability to be creative and innovative in a higher education environment and find ways to improve processes.; Possess technical and analytical skills; also soft skills to deal directly with the customer, offering advice, training, solutions, and guidance.

Contact Information

If you have any questions, please contact Brandon Lindley, Hiring Manager, via email at lindley_brandon1@columbusstate.edu

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https : / / www.usg.edu / policymanual / section8 / C224 / #p8.2.18_personnel_conduct .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https : / / www.usg.edu / policymanual / section6 / C2653 .

Institutional Values

• Excellence : Actively engaging outstanding methods in teaching, academic discovery, creative pursuits, student success, cultural enrichment and the overall campus community.
• Creativity : Pursuing distinction through inquiry and innovation, challenging convention and focusing on solutions.
• Engagement : Dynamic civic involvement and participation of students, faculty, staff and alumni in the university experience.
• Sustainability : Advancing fiscal responsibility, well-being, innovation, lifelong learning and environmental stewardship.
• Inclusion : Cultivating and championing a campus environment that welcomes diverse backgrounds, ideas, perspectives and practices.
• Servant Leadership : Leading through ethical empowerment and service.

Conditions of Employment

All selected candidates are required to submit and successfully pass a background investigation to include reference checks and verification of academic credentials (if applicable). Other additional requirements may be required based upon specific position duties :

For Faculty Hires : Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational / credential evaluation.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond. Additionally, all members of the USG community must adhere to the USG Statement of Core Values must also be aware of and comply with the Board of Regents policies on Freedom of Expression and Academic Freedom.

Equal Employment Opportunity

Columbus State University is proud to be an equal employment, equal access, and equal educational opportunity institution. It is the policy of our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws.

Other Information

This is a supervisory position.

This position does not have any financial responsibilities.

This position will not be required to drive.

This role is considered a position of trust.

This position does not require a purchasing card (P-Card).

This position will not travel

This position does not require security clearance.

Background Check

Special Applicant Instructions

Visit Columbus State University's online Careers portal to drive your career with us! The online applicant system provides you with the ability to review job opportunities and apply to those that you are interested in and feel qualified for. Each job posting has a summary description of the position and required qualifications. All job applications must be submitted through the online portal system.

To apply, visit https : / / careers.hprod.onehcm.usg.edu / psp / careers / CAREERS / HRMS / c / HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=30000&JobOpeningId=290883&PostingSeq=1

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