Manager, Computing Operations

The Manager, Computing Operations manages the staff and daily operations to include computer installation, repairs, deliveries, equipment life-cycle and inventory management.

• Delegates work assignments to staff, including, but not limited to, the Desktop Delivery Project, Satellite Upgrade Project, departmental moves, registration setups, and work orders; inspects the work before it gets handed over to the relevant departments and users.
• Oversees customer service requests and help desk tickets for the Operations, Telecommunications, and Video Network Services groups, ensuring that calls are addressed promptly and according to their priority level.
• Provides training in the installation, diagnostics, and repair of all computer equipment. Recommends, evaluates and implements procedures to improve computing operations.
• Performs quality control checks on help desk tickets to ensure processes and procedures are followed.
• Provides quotes for printers and scanners; orders toner and paper as necessary and reconciles orders
• Oversees the preparation of computer equipment for IT surplus store, donations and salvage and recycle
• Oversees IT equipment inventory and end of year consumables reporting.
• Approves timesheets for full-time staff and student workers; performs annual evaluations on full-time staff.

• Performs all other duties as assigned

Direct Reports:

• Full Time Employees and student workers

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Required Education:

• Associate degree, 60 hours of college course work, or vocational training in a related field

Required Experience:

• Minimum of four (4) years of related job experience and some supervisory experience

License/Certification:

• Must maintain a valid, current driver's license

• Bachelor's degree in Management Information Systems, Computer Systems Management, or a related field. Comptia A+ and Comptia N+ certification is preferred.

Knowledge:

• Knowledge of industry trends

Skills:

• Good communication skills
• Strong analytical and problem solving skills

Abilities:

• Ability to manage and train people
• Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Primary Work Location:

• Work is normally performed in university offices, classrooms, and labs, but also requires some split office, satellite lab, and workbench locations

Physical Demands:

• Work is normally performed in a typical interior work environment which does not subject the employee to any unpleasant elements
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.
• May have occasional exposure to inclement weather conditions and to extreme temperatures
• Must have good spatial awareness, precise hand-eye coordination, and the ability to identify and distinguish colors
• May be asked to respond to problems or provide service after hours
• Expected to carry and respond to cell phone and/or pager at all times
• Occasionally works early and/or late hours to include weekends
• May be required to gain forklift certification

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Operations Management

• Manages department or section operations consistent with department/section goals and objectives.
• Administers the department/section budget ensuring effective utilization of financial resources and appropriate disbursement of funds.
• Fosters a cooperative and productive work environment through motivation, encouragement, and mentorship of staff.
• Ensures department/section compliance with university and department policies, procedures, and work rules.
• Keeps management apprised of department/section activities and issues requiring senior management input.

Supervision

• Supervises the work of staff employees.
• Sets clear goals and expectations within reasonable timeframes.
• Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
• Provides mentorship and guidance by sharing expertise and best practices.
• Supports staff by providing essential resources, professional development opportunities, and open communication.
• Promptly addresses performance issues with appropriate measures and discretion.

Problem Solving

• Formulates plans and strategies to proactively resolve anticipated problems.
• Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
• Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Instruction/Training

• Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
• Generates interest and enthusiasm in the subject or message from the participants.
• Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
• Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
• Displays applicable visuals and provides appropriate written materials to support the presentation.

Support Proficiency

• Possesses comprehensive knowledge and skills with multiple hardware and software systems.
• Effectively applies expertise to identify and troubleshoot user issues.
• Competent to install and configure new systems.
• Willing to share expertise and provide technical support to others.

Equipment Operation

• Demonstrates the essential skills required to use equipment and tools needed to perform job duties and responsibilities.
• Follows maintenance and operation procedures and safety rules to minimize equipment malfunctions and prevent personal injuries.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.