Job Details

IT Operations Manager

Position Number: 6518077
Location: Newton, MA
Position Type: Computing - Management/Director

IT Operations Manager

Job Details
Job Location : Lasell University - Newton, MA
Salary Range : $80000.00 - $90000.00 Salary/year

Position Summary
JOB SUMMARY:

The IT Operations Manager holds a dual role as both a strategic leader and an experienced technical professional, responsible for providing effective support and long-term planning for desktop technology and multimedia services at Lasell University and Lasell Village. This position oversees and manages the Client Services team, ensuring efficient operation and high-quality service delivery. The team is tasked with recording, categorizing, diagnosing, and resolving technology-related user requests, as well as communicating essential technology updates and outage information to both communities.

Managerial Responsibilities:

Directly supervises student workers and staff in IT Operations team and assures that the team upholds departmental procedures and University-wide policies & procedures
Recruits, interviews, hires and manages IT Operations student workers and staff
Promote independence among students and employees by maintaining a regularly updated knowledgebase of accessible self-help materials and media
Directly communicates with clients who escalate service issues
Ensure the fulfillment of IT service requests including new equipment and managing current inventory
Manage IT projects related to hardware/software rollouts/refresh
Maintain accurate inventory of IT hardware and software assets and conduct annual audits
Enforce IT policies and procedures and provide areas of recommended improvements
Oversee IT recycling process: gather recycling, organize storage, coordinate with internal teams and vendors

Desktop Technology Responsibilities:

Deploys new computers, printers and peripherals
Computer setup for new hires, moves, and changes (file migration, user preferences, etc.)
Maintain network printers
Maintain Physical Security of computers
Provide technical expertise and/or consults on difficult to solve problems, removing impediments from staff workflow, and providing advice and guidance in support of Lasell approved systems, software and equipment
Provide "fixes" and modifications of installed software
Install, configure, and maintain classroom and public printers & print management software
Tests computer/OS images for classroom, academic lab and public spaces
Computer setup/maintenance for classroom, academic lab and public spaces

Multimedia & Audio-Visual Support:

Respond to technology troubles in classrooms and academic spaces
Perform setup / breakdown equipment for events and meetings

Project management for academic space renovation and new construction

Other duties as assigned

Education level: Bachelor's degree and certifications preferred

Technology skills:

Advanced (5+ years) PC/Mac/Printer configuration and troubleshooting skills
Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless)
Experience delivering tier 2-3 desktop support to end users in a mixed Windows and Mac environment
Proficiency in Microsoft 365, Windows and MacOS environments, SharePoint, Zoom
Experience using and administering IT Service Management systems (TeamDynamix experience a plus)
Experience installing and troubleshooting software and hardware
Experience with asset management

Other Skills/Requirements of the Job:

5+ years of progressively responsible managerial experience in an academic or similarly complex IT environment is essential
Ability to collaborate within and outside the IT department
Strong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills for more complex issues/problems
Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload and schedule for self and assigned student staff in a wide variety of settings and situations
Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations | ability to maintain a strong sense of urgency | appropriate use of judgment as to when to escalate difficult situations or seek guidance

CERTIFICATION, REGISTRATION OR LICENSURE REQUIRED BY THE JOB:

Technical Certifications Preferred or Related Experience

To apply, visit https://paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=417339&clientkey=AE469E23D63EE01425E773C19A546C6B