Mgr, Customer Technology Svs, IIE

Develops, implements, and directs School of Medicine and Dentistry information systems and the customer technology staff. This role manages a diverse customer technology team, including staff responsible for system administration, student IT help desk operations, and general IT support. The position specifically oversees IT support for technology in educational spaces, PCs in public presentation spaces, library technologies, and the Institute for Innovative Education staff (~60 users). Additionally, the manager oversees the management and support of medical student mobile device infrastructure, including student iPads, utilizing Mobile Device Management (MDM) solutions. This role requires active, hands-on participation in IT projects, including direct involvement in PC maintenance, deployment, and system/server maintenance, alongside strategic direction.

Responsibilities

Develops, implements, and directs School of Medicine and Dentistry information systems and the customer technology staff; Manages a diverse customer technology team, including staff responsible for system administration, student IT help desk operations, and general IT support; Oversees IT support for technology in educational spaces, PCs in public presentation spaces, library technologies, and the Institute for Innovative Education staff (~60 users); Oversees management and support of medical student mobile device infrastructure, including student iPads, utilizing Mobile Device Management (MDM) solutions; Provides direction and supervision for technical support staff; Oversees and coordinates comprehensive customer service support for all IT clients, including lifecycle management of approximately 400 PCs; Actively participates in and provides hands-on support for IT projects, including PC maintenance, deployment, and system/server maintenance; Provides analysis and technical expertise for enterprise-wide information systems and mobile technology solutions; Establishes procedures regarding system access; Identifies new technologies and participates in organization-wide strategy for information initiatives

Requirements

Bachelor's degree and 5 years of related experience required; Or equivalent combination of education and experience; Ability to demonstrate objectivity, sensitivity and a balanced perspective regarding employee concerns and organizational issues required; Strong communication skills with the ability to create clear, concise and prompt communications, remain patient and calm and manage customer expectations required; Exceptional customer service skills and ability to respond appropriately to environment and audience; Ability to diffuse difficult situations required; Strong follow-through skills with ability to manage multiple initiatives simultaneously required; Ability to contribute both individually and provide technical leadership as part of a team required; Ability to interact with all levels of staff, as appropriate, to communicate, and to process communications from others on technical change required; Strong problem-solving skills required; Ability to travel between work sites required; Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays required

Nice to have

1 year of experience in a leadership or supervisory capacity preferred; Knowledge of project management principles and ability to handle competing priorities preferred; Advanced level of PC and Windows experience and understanding and a basic understanding of networks, LANs, WANs, TCP/IP, etc. preferred; Experience managing or overseeing staff responsible for server administration (virtual environments), Active Directory account management, and IT help desk operations preferred; Demonstrated experience with Mobile Device Management (MDM) platforms, specifically JAMF, for the deployment, configuration, and lifecycle management of iOS devices, particularly student iPads preferred; Proven hands-on experience with PC maintenance, deployment, and basic system/server administration tasks preferred