Manager Desktop Systems and Operations

Brandeis University is delighted to announce a career opportunity as a Manager Desktop Systems and Operations in the IT Department.If you are looking for an opportunity to work on a beautiful suburban campus with lots of perks including free parking look no further.At Brandeis we offer a competitive benefits and compensation package which includes medical dental and life insurances. We also offer a generous paid time off benefit. If you are looking to advance your career through educational opportunities Brandeis offers free tuition for employees dependents and spouses.Our 403b retirement savings plan includes a generous match.

Summary:

The Manager Desktop Systems and Operations executes the vision and direction of the Associate Director of Desktop Systems Engineering by leading and directing communityfacing operations and service programs within the IT Service Center (ITSC) including the Help Desk and the Computer Repair Shop. This is a program lead position with advanced technical skills and industry knowledge. It provides directions to FT and PT staff and temp contractors in support of 7000 faculty staff students alumni and other affiliates; oversees scheduling and performance appraisal of professional staff provides and directs an excellent training and documentation program in collaboration with the Sr. Service Management Analyst and Sr. Desktop Systems specialist; ensures an effective knowledge base dept wiki webpage and other emerging forms of info sharing; drives attainment of SLAs and customer success metrics; assists in departmental longrange strategic planning and project management. The manager ensures that standards and effective processes are followed for outstanding customer service; evaluates ITSC support operations and systems for best methods of staff efficiency and client service success and is the functional lead of advanced technical support for senior administration and other whiteglove clientele.

Job Responsibilities

• Provide management and expertise for IT operations excellent service delivery and client support oversee software/contract licensing and delivery lead response team for requests incidents and service problems submitted to ITSC Help Desk. Manage urgent and complex tech support issues. Act as an escalation point for challenging requests and incidents or when additional experience is required.. Assist in the implementation of ITSM / ITIL methods. Undertake staff reviews advisory roles and HR actions as needed. Is the functional lead of advanced technical support for senior administration and other whiteglove clientele providing limited afterhours troubleshooting and resolution for all technology problems for members of presidential and senior level administration both on campus and offsite. Responsible for expediting critical incidents that may require offhours work 50

• Collaborate with Sr Desktop Systems Specialists and the Sr. Service Management Analyst to develop documented internal and external support workflows and processes and efficient service ticketing system best practices. Provide stateoftheart knowledge base dept wiki IT support website and other info sharing solutions; best methods of communicating issue status resolution and follow up as well as change/release actions within the community. Develop transparent and timely escalation processes. Provide metrics and and templates for service performance data and deliver reports of KPIs and trends to senior administrations. Assist ITS in communicating

• outage/interruption/emergency activities to the community. Deliver program and project updates and technical bulletins as needed within ITS groups and across University departments. 25

• Collaborate with the Sr Desktop Systems Specialists and the Sr. Service Management Analyst to provide excellent training and documentation programs for IT support staff student employees interns and contractors. This will include collaborative assistance or leadership in training programs for new products or services providing or arranging for ITSC/Help Desk training and awareness sessions to maintain skills and gain new expertise. Conduct effective and efficient evaluation of new products technologies and associated costs and capable in managing ITSC budgets and purchasing plans. 15

• Responsible for backing up the Service Management Analyst and provides redundant knowledge and can function as an Administrator of the system in a limited capacity when needed. 5

• Other duties as required. 5

Requirements:

• BS/BA in related field required

• 58 years of experience required

• Industryrelated certifications are preferred and welcome though not required such as ITIL ITSM Microsoft Google and Customer Service certifications.

• Ability to lift and transport up to 25 lbs. Ability to traverse a campus hillside environment.

Commitment toDiversity Equity and Inclusion
Diversity equity and inclusion are important values at Brandeis todayand always have been forthey are rooted in our founding as an institution.These valuesserve as a reminder for selfreflection and a continuous call to grow for us asBrandeisans. Founded as amodel institution forethnic and religious pluralism Brandeis University welcomes students faculty and staff ofall nationalitiesreligions and orientations. Moreover social justice is central to the mission of Brandeis which endeavors to foster a just and inclusive campus culture that embraces theevolvingdiversityof our larger society. Read more online about our Mission andDiversityStatements at Brandeis Mission andDiversityStatements.

If you are interested in a role and have relevant experience but your work history does not align perfectly with every qualification in the job description we nevertheless encourage you to apply.

Closing Statement

Brandeis University is committed to providing its students faculty and staff with an environment conducive to learning and working and where all people are treated with respect and dignity.We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color ancestry national origin ethnicity caste sex pregnancy sexual orientation gender identity/expression including transgender identity religion disability age genetics active military or veteran status and any other characteristics protected under applicable federal or Massachusetts law.