Job Description

Job Overview
Oversee the availability, performance, and security of the University’s M365 tenant, patch management infrastructure, ServiceNow instance, and Research End Point Management. Act as a key leader for the infrastructure and operations team and collaborate with other teams across the university.

Essential Functions
Oversee the planning, execution, and day-to-day operations for the University’s M365 tenant, University configuration infrastructure (SCCM, Jamf, Active Directory, etc.), ServiceNow instance, and Research End Point management.
Collaborate with the Office of Information Security to ensure the security and compliance of the services by implementing policies, tools, monitoring, and best practices to prevent and monitor unauthorized access, misuse or denial of service.
Provide technical guidance to senior management regarding new technologies based on the organization’s current and future needs; oversee implementation and adoption of services.
Define and lead troubleshooting processes during and outside of normal business hours. Participate in change management and root cause analysis.
Work closely with other teams to facilitate collaboration to implement and improve our services, support, and process improvement across the University.
Design, develop, implement, and coordinate systems, policies, and procedures.
Oversee the department budget and assist senior management and the business office in the annual budget planning and departmental budget analysis to develop rates for departmental services and ensure cost effectiveness.
Oversee multiple moderate to complex projects; develop moderate to highly complex project plans; coordinate resources and timetables; communicate changes and progress; complete projects on time and on budget; manage project team activities.
Serve as expert resource to others and serves on committees and project teams.
Interface and manage the relationship with vendors and service providers to ensure compliance with applicable laws, regulations, and SLAs. Negotiate on behalf of the University to ensure the best possible outcomes for the University.
Provide direct and/or indirect supervision to exempt and non-exempt staff (i.e., hiring/firing, performance evaluations, disciplinary action, approve time off, etc.).
Perform related duties based on departmental need. This job description can be changed at any time.
Required Education
Bachelor's Degree in Computer Science, Information Technology, Computer Engineering, or relevant degree

Required Experience
Seven (7) years of advanced level experience working with a combination of M365, configuration and patching technology (Jamf, SCCM, Active Directory, Vulnerability Management Tools, etc.), ServiceNow, and end point administration.
Five (5) years supervision and management experience of technical support teams.
Demonstrated experience in managing and improving customer service and experience through a systemic and methodic approach utilizing ITSM tools and relative data.
Demonstrated knowledge of technology service delivery to include availability, reliability, security, administration and management, capacity planning, life-cycle management, roadmap, inventories, etc.
Experience in managing technical projects through a project management process and relevant tools to ensure on-time, on-scope, and on-budget delivery of project deliverables.
Demonstrated knowledge and experience in managing a complex budget through the planning, budgeting, and operations for multiple budgets within the unit.
Additional Qualifications Considered
Degree of training in business administration or management
Related industry certifications
Expert level knowledge in systems/platforms/technologies currently used by the department
Experience in supporting or delivering technology services in Higher Education