IT Services Manager - IT Services

 

Grand Rapids, MI (Pew Campus)

 

Full Time

 

R102864

 

Grand Valley State University is seeking a full time IT Services Manager in the Information Technology division.

 

Primarily based on the Grand Rapids campus with high mobility to the Allendale campus, this position oversees and manages the technology needs of classrooms, events and conference spaces, including audio-visual equipment and

 

desktop hardware/software support. This position focuses on delivering outstanding customer service and ensuring client-facing technologies comply with established Service Level Agreements (SLAs). This role works closely with various IT departments, external contractors, and service providers. This position is responsible for supervising IT professional staff members and overseeing the day-to-day tasks of GVSU student employees. This role requires collaboration across departments to maintain high-quality tech support and operational efficiency throughout the campuses.

 

Salary & Benefits:

 

Minimum starting salary of $82,000, commensurate with experience.

 

Comprehensive benefits package including medical, vision, dental, life insurance, generous employer retirement contributions, wellness resources and tuition waiver effective on date of hire.

Primary Duties:

 

• As part of the IT Services leadership, collaborate with other divisional leaders to ensure consistent service excellence across GVSU campuses.

• Lead and mentor professional staff and student employees, providing hands-on support and creating documentation as needed while maintaining open communication.

• Conduct regular audits of support tickets and review the community surveys to enhance processes and achieve customer service excellence.

• Monitor performance metrics to ensure IT services meet established Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards for the GVSU community.

• Conduct risk analysis and mitigation and contribute to developing standard operating procedures for a stable IT support environment by providing regular progress reports to the IT Services Director.

• Manage allocated resources effectively, including staff and student time and allocated budget.

• Maintain hardware inventory systems and maintenance schedules to optimize equipment lifecycles.

• Build professional relationships with stakeholders, end-users, and external partners (including contractors, vendors, and other universities) to support IT projects and service delivery improvements.

• Manage IT Services projects, both major and minor, from inception to completion across GVSU locations in collaboration with the Project Management office.

• Stay abreast of emerging technologies and IT trends to ensure compliance with relevant regulations and rules.

• Provide backup support to other IT Services leadership. Perform other duties as required/assigned by leadership.

 

Required Knowledge, Skills and Abilities:

 

• Master's degree or equivalent of a master's degree; AND three (3) years of work experience in Information Technology Management: IT networking, IT Hardware Support, AV Systems management, IT Helpdesk, IT ServiceDesk or an IT call center of any type.

 

OR,

 

• Bachelor's degree or equivalent of a bachelor's degree; AND five (5) years of work experience in Information Technology Management: IT networking, IT Hardware Support, AV Systems management, IT Helpdesk, IT ServiceDesk or an IT call center of any type.

• Experience leading teams.

• Experience working with the following: Windows and Macintosh operating systems, mobile operating systems such as iOS or android, and Information Technology Management System (ITMS).

• Strong analytical skills with the ability to work through processes, identify and implement process improvements and resolve complex issues.

• Experience working under pressure, multi-task, and meeting deadlines in a fast-paced environment.

• Strong customer service skills: Excellent written, verbal, and interpersonal communication skills.

• Ability to develop and maintain professional and collegial relationships with peers, customers, administrators, vendors, etc.

• Experience in protecting and safeguarding sensitive information with a high level of confidentiality.

• Demonstrated experience in collaborating with various levels of an organization.

• Experience managing IT or Audio-Video projects

 

Preferred Knowledge, Skills and Abilities

 

• Higher education experience.

 

• Experience with audio-visual and classroom technologies.

 

• Experience with the repair of both Mac and PC hardware.

 

• Experience with budget management and financial monitoring and reporting.

 

How to Apply: Attach your cover letter and resume. If you have questions about the position or the posting, please contact Emil Delgado (mailto:delgaemi@gvsu.edu or 616-331-2035. If you need technical assistance, please contact Human Resources at mailto:hro@gvsu.edu or 616-331-2215.

 

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of an employer sponsorship) on or before the effective date of appointment.

 

Application Deadline: Application review begins May 27 and this posting may be closed at any time at the discretion of the University.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The information contained in this job description is for compliance with the Americans with Disabilities Act as amended by the ADA Amendment Act (2008), Section 504 of the Rehabilitation Act of 1973, and other applicable federal and state laws that prohibit discrimination on the basis of disability. GVSU will provide reasonable accommodations to qualified individuals with disabilities upon request. See www.gvsu.edu/affirmative/. TDD Callers: Call Michigan Relay Center at 711 (in State) or 1-800-833-7833 (out of State).

 

Grand Valley State University is an Antidiscrimination/Equal Opportunity Employer, which includes providing equal opportunity for racial and ethnic minorities, women, protected veterans and individuals with disabilities. University policy extends protections to additional identities.

 

To apply, visit https://apptrkr.com/6210831

 

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