ITS Service Center Manager

ITS Service Center Manager
6643BR
Finance & Administration
ITS Enterprise Support

Detailed Job Description
RIT is looking for an experienced IT Service Center Manager to join the Information Technology Services (ITS) team where we are always on to something amazing!

Summary
This position is primarily responsible for managing important aspects of the RIT Service Center (RSC) which is located in the ITS division. The RSC serves as an initial point of contact and response to customers' needs by answering questions or concerns; resolving incidents and requests; connecting members of the RIT Community to the people or technology they need; analyzing and fulfilling customer requests and collaborating across the organization to ensure timely delivery; ensuring effective delivery of information; and ensuring engagement with audiences and excellent customer service.

Core Responsibilities
Responsibilities include

• Manages the overall customer service experience as it relates to the Service Center. Owns business relationship with ITS leaders.
• Implements strategy. Directs operations and activities of the Service Center. Determines priorities and direction of work.
• Accountable for overall performance of the RSC (staff and students). Creates and maintains performance management standards.
• Manages staff including individual objectives, work assignments/prioritization/quality, performance monitoring and appraisals, and development. Ensure that RSC team has the tools and training necessary to perform job functions
• Accountable for operational and/or financial resources. Serve as a strategic advisor to executive and senior level managerial staff with authority to independently commit the organization to mission critical projects/programs/services/products or develops budgets and monitor expenditures.
• Accountable for legal and policy compliance in managed work unit; manages risk.
• Leads process improvement/quality assurance activities and programs through implementation.
• Leads the incident management process.
• May perform other duties as needed.

Level Scope

As a Manager, you are accountable for developing and implementing all operational plans, procedures, and processes for a program, functional area, or work unit. Manages a team of employees who exercises latitude and independence in their assignments/projects, with a focus on procedure, process, and strategy implementation. Focus is on short-term (e.g. 1 year or less) operational plans. Problems typically involve multiple areas, processes or constituent groups. Has responsibility for making moderate to significant improvements of processes, systems or outcomes to enhance performance of level area. Influences others outside of own job area on policies, practices and procedures. May manage certain processes or projects within a defined budget set by management and typically has hiring, firing, promotion and reward authority within own area, in accordance with manager review and approval.

Department/College Description
About ITS
Information and Technology Services (ITS) is committed to serving the university's information technology needs. We provide development, maintenance, and support for centralized administrative applications, technology infrastructure, and client computing, as well as support and advice for a wide variety of other information technology needs.


Required Minimum Qualifications
Minimum Required Qualifications

• Bachelors degree in information technology, business, or related field or equivalent experience.
• 7 years of experience in information technology, business administration, customer service management, or other related experience
• 3 years of related managerial experience.

Specialized Skills

• ITIL Foundations Certification strongly preferred.
• Some experience in a technical role, either leading or providing technical support.

Preferred Qualifications

Professional Area:
Employment Category: Fulltime
Staff Job Function: Wage Band: 122A

Required Application Documents

How to Apply
In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.

The direct link to this posting can be found here: https://sjobs.brassring.com/

Additional Details

Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the "Great Colleges to Work For." RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.

As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness

RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Govjeid-6a6497ca3afa71408c3883300345593e