Working/Functional Title

Technology Support Team Manager

Position Summary

The SLE information technology team, Digital Strategies and Services (DSS), partners with units in the Division of Student Life and Engagement (SLE) to coordinate technology strategy that aligns unit needs with campus, divisional, and individual solutions.

This is an onsite position with the option for potential one-day remote work after the onboarding period.

The Technology Support Team within DSS is responsible for providing elevated technology support for the Division of Student Life and Engagement (SLE).

Reporting to the Director of SLE Digital Strategies and Services, the Technology Support Team Manager will primarily perform the following duties:

• Supervisory Tasks: Oversee and manage the performance of full-time and student tech support staff, including hiring, training, coaching, evaluating performance, ensuring adherence to processes and resource management.
• Leadership: Participates in weekly DSS Leadership meetings, monthly All Staff meetings, and collaborations. Advances a culture of inclusivity through transparent and open communication, leading change, upholding accountability, and promoting individual team member well-being.
• Budget Management: Manage software and hardware purchases, including PC/Mac workstations, printers, Transact and Micros point of sales, credit card readers, time clocks, iPads, etc.
• Ticketing Oversight: Monitor and review the ticketing queue using Team Dynamix ticket management software, ensuring timely response times and resolution of issues.
• Customer Service: Provide exceptional customer service by assisting with service requests, navigating customer escalations, and maintaining consistent communication with customers.
• Technology Solutions: Research and implement evolving technology and process solutions to meet the needs of SLE.
• Project Management: Oversee annual technology lifecycle projects and collaborate with other project teams to provide subject matter expertise on new initiatives, upgrades, and replacements.
• Relationship Building: Develop and maintain strong working relationships with departments, campus partners, and vendors. Celebrate diversity through active listening, learning, and creating welcoming spaces for students and team members of all backgrounds to thrive.
• Incident Response: Coordinate activities and communications in response to unplanned incidents requiring tech team response, including incidents that may occur outside regular business hours.
• On-Call Rotation: Serve in an after-hours manager on-call rotation every 6-8 weeks.

Michigan State University (MSU) is a top 100 global university located in East Lansing, three miles east of the state’s capitol. The MSU community includes more than 12,000 faculty, academic and support staff, as well as over 51,000 students. MSU offers an extensive benefits package to its employees including health care, prescription, and dental coverage, and a base retirement program with a University matching contribution, as well as basic life insurance. In addition, MSU offers educational benefits including a course fee courtesy program and educational assistance.

MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement.

Diversity, Equity and Inclusion (DEI) are essential elements, vital to the culture MSU Information Technology endeavors to cultivate.  This includes providing opportunities and access for all people which incorporate differences of race, age, color, ethnicity, gender, sexual orientation, gender identity, gender expression, religion, national origin, migratory status, disability/abilities, political affiliation, veteran status and socioeconomic background.

Minimum Requirements

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program; three to five years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; prior supervisory experience; or an equivalent combination of education and experience.

Desired Qualifications

Ability to isolate, analyze, describe, and resolve complex issues; strong reasoning and problem-solving skills; ability to complete tasks on a timeline; experience with imaging, asset management, and backup software: experience working with vendors; experience managing workstations in a complex environment (Windows, Linux and iOS); exceptional customer service values and skills, including ability to resolve conflict constructively and to lead with positivity. Demonstrated ability to prioritize and manage multiple projects. Strong verbal and written communications. Experience working directly with people from diverse racial, ethnic, socioeconomic, religious, LGBTQIA+, and gender backgrounds. Committed to creating an inclusive workplace that celebrates diversity and fosters team members and student success.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Application Materials

Resume and cover letter

Special Instructions

Provide three professional references knowledgeable of your work.

Work Hours

STANDARD 8-5

Website

https://tech.msu.edu

Summary of Physical Demands

This position involves lifting, carrying, pushing/pulling and climbing.

Summary of Health Risks

Drive a university vehicle, which requires a commercial driver’s license.

Bidding eligibility ends September 17, 2024 at 11:55 P.M.