Position Title:

Manager ITS Solution Center

Job Group:

Professional & Scientific

Required Minimum Qualifications:

Bachelor’s degree and 5 years of related experience

Preferred Qualifications:

Experience using ServiceNow, Canvas, Workday.

Experience working in customer support or a Help Desk Environment.

Experience working with a student population.

Experience managing and directing a team of employees.

Experience supporting initiatives at a large scale.

Job Description:

Summary

Information Technology Services (ITS) at Iowa State University is seeking applications for the position Manager Information Technology Services for the Solution Center. This position is responsible for overall customer well-being by directing and managing a team of professionals to ensure customers are receiving appropriate assistance. This

involves collaborating closely with staff to track and analyze trends, generate statistical reports, provide recommendations for improvement, and help ensure quality control. This position also collaborates with professionals across campus to address and resolve issues; lead, coordinate, and manage projects, and oversee training and development offered to the ISU campus community. This leadership role will also provide input into strategic planning, lead and participate in committees that recommend and implement policies and procedures, research new products and tools, and assist in implementations and rollouts.

ITS is a wonderful place to work because of the work-life balance, and the people! We offer essential computing, network services, enterprise systems, and information security resources to students, faculty, and staff. ITS also works with technology experts across campus to provide specialized IT resources to academic and business units.

The ideal candidate will possess strong leadership and communication skills, extensive knowledge of IT systems and processes, and a customer-focused mindset with the ability to engage customers and resolve issues. The manager will be responsible for ensuring timely resolution of technical issues, maintaining high levels of customer satisfaction, and implement continuous improvement initiatives within the department. The ideal candidate should also have a strong commitment to delivering outstanding customer success; the ability to work well with others across the campus to achieve results and have outstanding analytical, conceptual, and problem-solving skills.

Example of Duties
• Develops, modifies, and implements short and long-term solutions to information technology needs through new and existing applications, systems architectures, network systems, and applications infrastructure.
• Implements and maintains the policies and goals for the IT department.
• Conducts research and recommends the selection of IT equipment, applications, and supplies.
• Reviews system requirements and business processes.

Level Guidelines
• Aware of key annual objectives of department or work unit
• Understands linkage between daily activities and achievement of annual objectives of department/work unit and explains to direct reports
• Focus on ISU’s mission and meeting department or work unit goals
• Supervises a small department or work team
• Often is a working supervisor with direct, previous experience performing work of those supervised
• Has full management responsibility for direct reports, specifically the authority to hire, fire, and counsel; may share part of responsibility with higher level management
• Requests approval for financial actions beyond a limited scope per policy

Appointment Type:

Regular

Number of Months Employed Per Year:

12 Month Work Period

Time Type:

Full time

Pay Grade:

PS811

Application Instructions:

To apply for this position, please click on “Apply” and complete the Employment Application. Please be prepared to enter or attach the following:

1) Resume/Curriculum Vitae
2) Letter of Application/Cover Letter

If you have questions regarding this application process, please email employment@iastate.edu or call 515-294-4800 or Toll Free: 1-877-477-7485.

Why Choose ISU?

Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental; as well as:
• Retirement benefits including defined benefit and defined contribution plans
• Generous vacation, holiday and sick time and leave plans
• Onsite childcare (Ames, Iowa)
• Life insurance and long-term disability
• Flexible Spending Accounts
• Various voluntary benefits and discounts
• Employee Assistance Program
• Wellbeing program

Original Posting Date:

May 15, 2024

Posting Close Date:

May 22, 2024

Job Requisition Number:

R14683