IT Services Manager

The Position

As the IT Services Manager you will play a pivotal role in maintaining the University's IT infrastructure. This includes ensuring the smooth functioning of applications, databases, servers, phone systems, computers, and other related software & hardware. The IT Services Manager responsibilities encompass providing advanced-level technical support for specific applications, middleware (database) and hardware, beyond what is handled by the Help Desk team. They will be tasked with the complete management of application support services, driving critical IT administrative processes, aligning technology solutions with business objectives through careful analysis, and contributing to major IT and business project initiatives. This role is integral to the efficient operation of our IT services.

The IT Service Manager is a 100%FTE role

Responsibilities

• Software Management: Oversee installation, configuration, troubleshooting, and updates of key software including Colleague, Informer, MS SQL, Self Service, Ethos, and Discovery in alignment with IT Service Level Agreements.
• Collaborative Workflow: Liaise with the Director of IT and external vendors to ensure IT tasks are executed promptly and effectively.
• Strategic Planning: Contribute to long-term IT strategic planning, focusing on data management and usage at Redeemer.
• Work Planning: Develop and maintain detailed work plans and objectives for IT responsibilities that sync with the broader IT Strategic Plan.
• Solution Implementation: Advise on and implement industry-standard IT solutions, following best practices and aligning with university interests.
• Support and Backup: Provide secondary support for problem resolution related to assigned hardware and software, including but not limited to Colleague, VOIP systems, and teleconferencing equipment.
• Service Improvement: Propose and collaborate on initiatives to enhance the IT department's service quality for the university community.
• Data Continuity: Guarantee data continuity and availability through effective backup schedules, capacity monitoring, and development of continuity of operations plans (COOP) for data.
• Data Storage Management: Manage and advise on data storage needs, locations, and technology implementations.
• Enterprise Application Integration: Develop and maintain data bridges for enterprise application integration, ensuring data integrity and employing current integration technologies and methods like APIs and cloud services.
• Data Architecture Development: Craft and maintain an enterprise data architecture, detailing all facets of enterprise data at Redeemer.
• Technology Advancement: Stay updated on new data technologies and architectures to explore potential applications at Redeemer.
• Data Quality Assurance: Establish and manage processes to ensure data integrity, reliability, and consistency in collaboration with data owners.
• Application Requirement Development: Work with data owners to develop application requirements ensuring high data quality, including field edits and business rules.
• Data Quality Initiatives: Lead efforts to adopt data quality applications to support data quality assurance measures.
• Project Management: Handle assigned IT projects, adhering to a defined project management methodology.
• Business Analysis: Employ business analysis techniques to understand departmental IT needs, developing use cases, documenting requirements, and conducting gap analyses.

Preferred Skills and Attributes

• The candidate must have a comprehensive understanding of computer systems, including both hardware and software, as detailed in the job knowledge requirements.
• The presence of COMP TIA certifications, and at least 5 years of technical support experience, would be highly valuable.
• The ability to analyze issues logically and solve problems efficiently is crucial, as stated in the job knowledge section.
• Clear, effective communication, both written and verbal, is critical for interacting with various stakeholders and resolving IT issues, as highlighted in the communication section.
• Effective project management skills, including organization, delegation, and timeline management, are necessary, as described in the job knowledge.
• High-level interpersonal skills are needed for successful project management and business analysis, especially when working with diverse personalities, as detailed in the complexity section.
• The ability to perform under stress and remain focused during critical incidents, as described in both the complexity and mental demand sections.
• Willingness to work outside normal business hours and adapt to various demands, as outlined in the physical and mental stress sections.
• Autonomy and the ability to make informed decisions quickly are necessary for managing technology-related issues and steering projects, as mentioned in the decision-making section.
• As part of their responsibility for resources, the IT Services Manager must also be able to educate others and possess creativity in teaching various processes.

Education, Training & Certifications

• 2-Year College Certificate for Computer Systems Technician or equivalent required.
• 5+ years previous experience in technical support required. Industry standard certifications from COMPTIA desired

Other Requirements

• Understanding of Redeemer University (mission, values, and Reformed Christian identity)

The Application Process

Applicants are requested to email their application materials (cover letter and resume) and include a statement that articulates their faith perspective and its relation to the mission of Redeemer University. A range of qualifications are evaluated including distinguishing characteristics that demonstrate congruence with our identity as a university in the Protestant and Reformed Christian tradition. Only applicants selected for an interview will be contacted. Accommodations are available on request for candidates taking part in all aspects of the selection process.