Manager, IST -Client Services | Rutgers University
Location
New Brunswick, NJ | United States
Job description
Position Summary:
Rutgers, The State University of New Jersey, is seeking a Manager for the Information Systems & Technology – Client Services within the Office of Information Technology ( OIT ) department. This position is responsible for overseeing the efficient operation and maintenance of desktop and audiovisual technologies across RSDM locations.
Among the key duties of this position are the following:
- Oversees and manages the desktop support team, ensuring efficient operation and maintenance of all desktop and audiovisual technologies across Rutgers School of Dental Medicine ( RSDM ) locations.
- Manages a dedicated desktop support team, coordinates the procurement of technology equipment and services, and serves as a technical lead for various desktop technology-related services and processes.
- Facilitates effective communication, resolves technical incidents, and collaborates with university IT departments to ensure the seamless support of centrally managed services.
- Emphasizes customer service, technical leadership, and a commitment to maintaining the security and confidentiality of sensitive information.
- Oversees the work performed by work-study students in supporting classroom audiovisual technology, ensuring high-quality maintenance and operation.
- Manages reported incidents and requests for timely resolution while upholding customer service standards. Facilitates effective communication and coordination among support tiers and cross-functional teams to resolve complex issues collaboratively. Serves as an escalation point for technical incident resolution.
- Oversees the procurement of desktop technology equipment and services, including forecasting equipment needs and managing requests for new equipment and software from customers. Collaborates closely with internal IT partners and external vendors throughout the purchasing process.
- Coordinates, participates in, and leads, as required, committees consisting of RSDM stakeholders and IT professionals to ensure effective and collaborative implementation and maintenance of systems.
- Serves as an integral member of the IT leadership team: sharing the vision, demonstrating the values, supporting the philosophy, and being responsible to the missions of the University.
- Creates an inclusive workplace that fosters the development of people, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.
- Formulates and foster a quality service ethic for service excellence and superior client satisfaction, creating service level agreements where appropriate.
- Ensures that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.
Minimum Education and Experience:
- Bachelor's Degree in Computer Science, Information Systems, or related field or equivalent combination of education and experience.
- Six (6) years of IT and work experience, including managing team(s) responsible for desktop, audiovisual, technology projects, customer service or production operations/support in multi-platform environments.
- Three (3) years of managerial, supervisory or team leadership experience.
City: Newark
State: NJ
Physical Demands and Work Environment:
- Standing, sitting, walking, talking or hearing.
- Visual acuity to perform activities such as: viewing a computer terminal, reading, analyzing written information/data, etc.
- Office environment.
- Moderate noise.
Posting Number: 24ST0374
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.
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