1. Leads, manages, and advises a team of technical experts on all aspects of policies, practices, systems, and procedures within the department. 2. Provides managerial and technical expertise regarding the daily operations in one or more functional areas. 3. Manages and implements guidelines and systems and recommends changes to maintain consistency with the mission of department objectives. 4. Manages and works extensively with staff to develop and administer support plans. 5. Participates on project teams and act as a liaison with other institutions, campus organizations, vendors, and committees. 6. Works with all units to identify, analyze, and develop approaches that successfully meets the goals and objectives of ITS and the University as a whole. 7. Defines and tracks service metrics and work with staff to meet client needs and service standards. 8. Implements appropriate controls and quality assurance; ensures adherence to the process, consistent and efficient trouble resolution, error reduction, and continuous process improvement. 9. Manages the operating budget for their organizational unit. 10. Recruits and trains technical staff. 11. Ensures compliance and timeliness of all Federal and State regulatory requirements. 12. Manages a staff of exempt and non-exempt employees. 13. May perform other duties as assigned.
Preferred Education: 8+ years' experience managing a large team of customer service professionals, 20+ direct reports. Experience managing in a regulated environment (HIPAA, FERPA, etc.).
Preferred Education, Experience and Skills: 8+ years' experience managing a large team of customer service professionals, 20+ direct reports. Experience managing in a regulated environment (HIPAA, FERPA, etc.).
Required Skill/ability 5: Ability to build consensus, work collaboratively and drive performance in support of department strategic anchors and the larger university mission. Experience managing/coordinating small-to-medium scale projects.
Posting Position Title: Manager, IT
Required Skill/ability 3: Demonstrated ability to ensure a team is inclusive and respectful of all staff in addition to championing diversity at all levels.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Manager, Desktop Support
Required Skill/ability 1: Proven leader. Demonstrated ability to manage, mentor and develop staff including both technical and non-technical areas. Demonstrated exceptional customer service skills.
Required Skill/ability 4: Demonstrated ability to work successfully in a fast-paced and changing environment. Ability to motivate and mobilize a team around shared goals, while juggling multiple, competing responsibilities.
Required Skill/ability 2: Ability to communicate effectively with staff, technical teams, Deans, Directors, department heads, administrators, faculty, and students. Ability to translate complex technical concepts to all constituencies ensuring the customer's voice is always clearly heard.
Bachelor's Degree in a relevant technical field and six years of related technical experience or an equivalent combination of education and experience.
Internal Number: 62127BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.