Golisano Institute for Business & Entrepreneurship is seeking a skilled and customer-service oriented IT Operations & Projects Manager to provide support and oversight of critical IT hardware, software, and services. Reporting to the Associate Vice President of Technology, this highly visible role will ensure that systems function as needed to support the Institutes mission and daily activities.
RESPONSIBILITIES
Hands-On IT Operations & Support:
- Manage the day-to-day relationship with our contracted MSP, ensuring a high-level of service is maintained.
- Provide hands-on assistance in responding to technical issues and service requests from faculty, staff, and students.
- Support the activities of the helpdesk, ensuring timely resolution of tickets and issues through direct involvement and oversight.
- Assist and intervene as needed on end user tickets to ensure timely resolution by our third party help desk provider.
- In coordination with our MSP, manage the network physical layer to ensure connectivity throughout the facility.
- Provide support for technological infrastructure for all auxiliary services, including the campus store, dining services, and event management.
- Collaborate with event planners to provide IT support for campus events, including AV setups, online ticketing systems, and other technology needs to ensure successful operations across all auxiliary services.
IT Project Management:
- Collaborate with the AVP of Technology to develop project plans and maintain a project prioritization schema to ensure that the projects meet Institute needs and timelines.
- Provide management and oversight of various IT projects across the Institute, ensuring projects are completed on time and on budget.
- Effectively manage internal and third-party project resources to ensure successful completion of projects.
- Provide progress reports on project work as needed.
Leadership, Collaboration & Team Development:
- Lead and mentor a small team of IT professionals, capable of supporting the institutions growth and technological needs.
- Foster a culture of collaboration, innovation, and continuous improvement within the IT department.
- Work closely with academic and administrative leaders to identify technology needs and deliver solutions that enhance teaching, learning, and institutional operations.
Other as directed by Vice President of Operations And/or Senior Leadership
EDUCATION
- Bachelor's Degree in Information Technology (IT), Computer Science, Information Systems, or a related field. Preferred
- Certification, professional license, or credential A minimum of 7 years of IT experience, including at least 2 years in a role directly supporting end users.
EXPERIENCE
- A minimum of 2 years of direct supervisory experience
- Hands-on experience with overseeing IT operations, including installation, configuration, and maintenance of servers, networks, cybersecurity measures and data storage systems. This includes routine system monitoring, backups, disaster recovery, and troubleshooting.
- Extensive knowledge of Microsoft technologies, including Office 365 and Azure, with practical experience in applying these tools in academic environments.
- Superior problem-solving skills with the ability to communicate technical concepts effectively to non-technical stakeholders, and experience managing multiple demands and projects simultaneously.
- Familiarity with IT compliance requirements in higher education, such as FERPA, and experience in developing and implementing risk management strategies to ensure compliance with legal and accreditation standards.
- Proven track record in working with external vendors and service providers to ensure the successful delivery of high-quality technology solutions and services.
- Experience managing IT budgets, ensuring cost-effective resource use aligned with institutional priorities.
- Experience managing technological support for auxiliary services, including point-of-sale systems, inventory management, and event technology, ensuring seamless operations and integration with institutional systems.
- Ability to develop and implement comprehensive IT strategies that align with institutional goals and leverage emerging technologies to enhance educational delivery and operational efficiency.