Technology Services Manager

Posting Date 6-15-15

Jobs@UVa Posting #0616623

Official Jobs@UVA Vacancy Listing

University Staff Position #01635

Anticipated Hiring Range: $45,000 – $52,000 depending on qualifications

Although the position will be listed as Open Until Filled, review of applications will begin on June 30, 2015. Therefore, we encourage you to apply prior to this date in order to be in the first round of reviews.

The mission of the University of Virginia Career Center is to foster career development that educates, inspires confidence, and empowers students to launch professionally, fulfilling lives. This position serves on the Business Operations Team – the unit within the Career Center responsible for operational oversight and stewardship for all career services business-related functions including technology. The team accomplishes this by implementing systems that ensure sound fiscal management, adequate allocation of resources, positive customer interactions, the effective management and supervision of human resources, and the maintenance of facilities, equipment and the information technology (IT) infrastructure.

The primary purpose of the Technology Services Manager (herein Manager) position is to support an IT infrastructure consisting of PC workstations, laptops, mobile devices and related peripherals. The Manager will provide end-user technical support to staff and students enabling them to utilize technology to work more efficiently, with content accuracy and cost-effectiveness. The Manager will also contribute to the overall IT management needs of the department as established in conjunction with supervisor, team managers and the Associate VP for Career & Professional Development. Additionally, serving staff audio-visual needs is part of the position responsibilities along with being the technical point of contact for all IT contracts and additional technologies used including Symplicity, InterviewStream, Vault, Going Global, CareerShift, Interfolio, etc. Maintains complete confidentiality as applicable and meets internal controls, policies and procedures in all work performed. As part of professional development and team representation, the Technology Services Manager will participate in departmental, Student Affairs, ITS, and University-wide meetings and committees; Utilize the training and educational resources available at U.Va.; As necessary, attend technology seminars/workshops or career-related conferences; Participate in the Local Support Partner (LSP) Program meetings, discussion lists, and conferences; Establish and maintain relationships with key internal partners at ITS, ISPRO, Cavalier Computers, etc.; Continuously improve knowledge of Microsoft and relevant technologies; Conduct benchmarking and national trends with regard to use of technology in career services and incorporate at U.Va. as deemed appropriate.
Infrastructure Support – (35%)

Provides supervisor, team leaders and Associate VP for Career & Professional Development with recommendations regarding the technical equipment and infrastructure needed in order to support the strategic initiatives of department. Develops technical plans and budget requirements accordingly.
Coordinates all aspects of technology purchases, upgrades and installations for equipment, software and data ports. Follows University procurement policies and procedures. Ensures operation within budgetary guidelines.
Maintains in-house servers and/or coordinates with the U.Va. Information Technology Services department (ITS) for outsourced servers. Ensures back-up procedures are performed on regular basis and that ample server space is available to meet departmental needs.
Coordinates the appropriation and/or access permissions for staff and student user accounts.
Ensures that staff and student computers and laptops are operational and available for use. Maintains check-out system and ensures security of equipment.
Manages set-up of printers, including desktop and networked options. Ensures establishment of user accounts as appropriate, especially for secure printing. Monitors usage and troubleshoots issues accordingly. Schedules repair services as needed.
Maintains other general equipment such as copiers, fax machines, etc. Ensures that staff understands basic operating procedures. Troubleshoots issues and/or schedules repair serves as required.

End User Support – (35%)

Proactively determines individual and group IT needs, then identifies and provides technical solutions that meet or exceed needs.
Responds to staff and student needs by providing consultative and technical support services and ensures timely problem resolution, system/data access and optimal system performance.
Monitors phone, email and work order tracking system to ensure that staff and student needs are responded to in a timely manner.
Provides support for desktop, mobile computing (including Remote Desktop Connection), and client/server technology. Diagnoses hardware and software problems and remedies as quickly as possible with effective communication to stakeholders regarding status.
Serves as primary information resource to resolve any and all technical problems.
Provides audio-visual support to staff as needed (includes set-up and breakdown at major programs/events, installation or hook-up of mouse, LCDs, etc.).
Addresses moderately complex problems and uses experience and judgment in troubleshooting.
Seeks guidance from supervisor and/or Associate VP for Career & Professional Development when unanticipated problems arise that may require outsourcing for support.
Works with external vendors or internal service providers as needed. Develops and/or negotiates Service Level Agreements (SLAs) and serves as technical point of contact while also ensuring budget availability with supervisor.
Promotes existing U.Va. training opportunities (particularly on U.Va. basic software programs) and/or offers in-house training as necessary in order to improve the overall technical aptitude of staff. Shares “quick tip” or “helpful hint” information during team meetings.
Responsible for training staff and students regarding the importance of securing data and provides appropriate resources and best practices for meeting guidelines (i.e. setting secure passwords, safely opening attachments, best method for connecting to websites, using virus protectors, NetBadge, VPN, iKey, etc.).
Becomes familiar with special Java and VPN needs for departmental Integrated System users and ensures that their equipment is set-up accordingly and functioning properly.
Ensures that staff has access to the latest software updates and recommends “best in practice” technology.
Provides technical support to the Employer Relations Team on the 4th floor of Bryant Hall to include assisting employers with internet access issues, printing, audio-visual, etc.
Supports the marketing and communications staff with departmental content management system as needed.
Queries SIS and manages updates to the SIS upload file for use with Symplicity integrated modules.

General Team and Special Project Support – 30%

Assists with onboarding and offboarding procedures. Meets with new employees and assists with activating appropriate computing accounts and setting up access rights (eServices, Exchange – Outlook mail and Calendar, NetBadge, CAVLink, printing, etc.). Demonstrates uses and internal guidelines. Discusses importance of security and recommends best practices. Coordinates deactivation of accounts upon employee departures.
Serves as point of contact for updating departmental web pages relative to Business Operations.
Ensures compliance with the University’s Payment Card Industry Data Security Standard (PCI-DSS). Serves as the PCI Coordinator, attends meeting and training sessions related to credit card usage and security, and completes annual PCI Certification.
Assists with Emergency Planning and Continuity of Operations Planning (COOP) including the annual updating of required documents to include technical-related best practices.
Serves as technical point of contact and provides expertise to staff by evaluating online career resource products and offering recommendations on implementation, upgrade process, utilization, etc. This includes current products (Symplicity, Going Global, CareerShift, InterviewStream, Interfolio, Vault, etc.) as well as researching best in industry offerings.
Asset management – Maintains accurate inventory of all departmental technology-related equipment and software. Creates resource accounts and manages check-out system as applicable. Establishes and documents department’s internal control procedures over capital equipment to ensure location is known and eliminate any potential “Missing” or otherwise unaccounted for equipment. Notifies the Fixed Assets Accounting Group within Financial Administration when capital equipment is obtained without using a purchase order, equipment is permanently transferred, or equipment is disposed of or retired.
Follows University policies and procedures and applicable licensing agreements to dispose of surplus property including equipment, electronic devices or media, and software. Updates inventory records accordingly.
Data security and records management – Ensures that departmental staff and students understand that University data they create, receive, maintain, and/or transmit must be protected in accordance with the University Data Protection Standards and Guidelines and that the University’s Electronic Storage of Highly Sensitive Data Policy strictly limits the circumstances under which highly sensitive data may be stored on electronic devices and media. Completes the process outlined in the University’s Information Technology Security Risk Management Program at least once every three years, when there are significant changes to departmental IT assets or when there are significant changes to the risk environment. Immediately reports actual or suspected information security incidents to the Information Security, Policy, and Records Office (ISPRO) as required by University policy.
Provides guidance and support to staff and ensures that electronic records are reviewed for record retention purposes at least on an annual basis. Offers advice on what type of electronic records may be deleted, the associated records retention policy and procedure, etc. Also becomes familiar with the University’s use of ImageNow to retain certain records and assists with hardware, software and account set-up need

Required Qualifications

Bachelor’s degree (relevant experience may be considered in lieu of a degree)
At least 3 years of computer support and networking experience
Ability to adapt to a varying work environment and manage multiple projects and tasks with proper prioritization
Knowledge of TCP/IP, Microsoft networks, server platforms, and operating systems
Knowledge of Microsoft Office programs
Microcomputer hardware diagnostic skills
Ability to configure email and wireless on mobile devices
Ability to work with internal and external vendors to seek advice, procure equipment and software, coordinate technical support
Ability to consult with ITS regarding connection issues, establishment of accounts, downloading software, licensing issues
Ability to work independently or as part of a team
Excellent customer service skills
Experience developing and delivering technical training to customers with a variety of technical competences
Well-developed problem solving and critical thinking skills, with the ability to think creatively in fast-paced environment
Strong verbal and written communication skills to convey technical guidance and information to users
General knowledge of website platforms/technical needs; ability to serve as technical resource to marketing and communications staff who oversee website

Preferred Qualifications

Bachelor’s degree in MIS, Computer Engineering or related field
Microsoft Technical Certification
Prior experience in a technical support role in a university environment
Knowledge and understanding of U.Va. policies and procedures (ITS, ISPRO, Internal Controls, etc.)
Experience troubleshooting U.Va. system needs (i.e. Integrated System, Jobs@UVa, ImageNow, etc.)
General understanding of a university career services environment, goals and objectives
Familiarity with SQL
General knowledge of content management systems (i.e. Druple)

The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.