IT Operations Manager

University of Michigan

Ann Arbor, MI

Job posting number: #7222276

Posted: February 28, 2024

Application Deadline: Open Until Filled

Job Description

The University of Michigan Law School invites applications for an experienced IT Operations Manager. The successful candidate will oversee the day-to-day operations of our customer-facing units including audio-visual support, end-user computing support, and systems administration. The IT operations manager reports to the Michigan Law Information Technology director, and plays a critical role in ensuring exceptional IT support and services are provided to the Michigan Law community for student success and teaching excellence.

Who We Are
Founded in 1859, Michigan Law School is one of the world's leading institutions of legal education and enjoys a reputation for academic excellence characterized by a powerful commitment to diversity, equity, and inclusion. Michigan is consistently ranked among the top law schools in the nation and enjoys international renown for its intellectual rigor, stunning physical surroundings, preeminent faculty scholarship, and a community noted for collegiality and warmth. Michigan Law has an exceptional and cooperative community of talented and interesting students, with 1000 in the J.D. and 40 in the LL.M. program. Our commitments to collegiality, constructive and challenging debate, and enabling our students to pursue a wide range of options explain why the Law School has long been committed to diversity along many dimensions. Our graduates serve with distinction in the private, public, non-profit, and academic sectors, in large numbers in every major market in the nation, as well as internationally. The University of Michigan is located in Ann Arbor, Michigan, which is considered among the best places in the United States to live and work.

At Michigan Law, we view our commitment to diversity, equity, and inclusion as central to our mission as an educational institution and we seek to ensure that each member of our community has full opportunity to thrive in our environment. We believe that diversity is key to individual flourishing, educational excellence, and the advancement of knowledge and we maintain a deep commitment to fostering a diverse community in which all students, staff, and faculty learn and work in an atmosphere of inclusion and respect.

? Manage and monitor the daily IT Help Desk operations/activities to provide service stability and availability, and timely completion/resolution of customer requests in the areas of classroom/conference room AV needs, event IT/AV support, software installations, hardware troubleshooting, network configurations, user access/permissions, etc.

? Supervise a team of end-user computing specialists and media consultants including making sure assignments are prioritized, equitably assigned, and completed timely while maintaining high-quality customer service; coaching and mentoring staff; appraising their performance on productivity and efficiency; hiring and training new staff member(s), etc.

? Coordinate and monitor the activities/projects associated with installation, deployment and upgrade of classroom technology, desktop, network systems, etc.

? Collaborate and consult with our customers (Michigan Law students, faculty and staff) and other IT teams to identify most appropriate utilization of our equipment and services, and seek their feedback and suggestions for process improvement and technology advancement.

? Prepare budgets including cost projections for labor, equipment upkeep and maintenance, equipment replacement and other new purchases, supplies, and other related costs.

? Develop, document and maintain efficient, effective, and adaptable support/service delivery processes; ensure Michigan Law IT policies and procedures are up to date and compliant with university standards and regulations.

? Manage third-party vendors to ensure the products/services they provide meet our business needs and quality standards.

Required Qualifications*
? Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education, certification, and experience.

? 3-5 years experience in managing an IT professional team.

? Great customer service and interfacing with customers required.

Desired Qualifications*
? Experience maintaining and designing AV systems for optimal use in Higher Ed classrooms and conference rooms (including installation and troubleshooting of AV equipment, planning for tech refreshes and renovations).

? Technical proficiency and knowledge of IT end-point devices, infrastructure, networks, and systems to effectively manage and troubleshoot issues.

? Strong project management skill, ability to manage multiple projects.

? Excellent oral and written communication skills.

? Strategic thinking and problem-solving aptitude.

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