Title: NSU00517- Client Services Manager

State Role Title: Info Technology Manager I

Hiring Range: Commensurate with Credentials and Experience

Pay Band: 6

Agency: Norfolk State University

Location: Norfolk State University

Agency Website: www.nsu.edu

Recruitment Type: State Employee Only - E

Job Duties

• Manage and coach a technical team in the day-to-day operation of a customer focused organization.
• Identify and implement technologies and strategies that allow for appropriate growth and expansion of systems and services that OIT provides to the University Community.
• Operationally assess systems and services under job responsibilities and derive improvement plans based on outcomes.
• Maintains detailed knowledge of desktop and laptop personal computers and peripheral equipment.
• Work with Security and Technical Services teams to provide a robust and secure environment.
• Utilize group policy to manage computer settings and limitations.
• Supervise and train student workers.
• Manage all aspects of the IT Help Desk and maintain a high level of customer satisfaction while supporting a wide range of hardware and software products and services.
• Communicating with clients and providing in-person and phone support.
• Operate in an environment that requires confidentiality of information.
• Schedule IT Help Desk staff to ensure adequate levels of support are available to meet established SLA’s.
• Making recommendations to improve operational efficiency.
• Managing escalations and ensuring any issues are resolved in a timely manner.
• Ensure IT Help Desk staff are properly trained and knowledgeable in their respective areas of responsibility.
• Support business disaster recovery procedures for assigned areas of responsibility.
• Provide phone support for network and remote VPN users with connectivity issues.
• Perform backup and recovery procedures as a safeguard measure.
• Perform hands-on fixes at the desktop level as needed, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Work after hours during special events and when needed.
• Performs other duties as assigned by leadership.

Minimum Qualifications

• Extensive demonstrated experience in help desk and direct customer assistance environments.
• Demonstrated experience in experience and coaching technical teams.
• Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
• Demonstrated knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
• Demonstrated knowledge of Apple devices and their use by end-users.
• Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
• Demonstrated knowledge of network security, network architecture, and new and emerging IT and client-server technologies.
• Demonstrated knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
• Ability to perform site surveys and identify requirements necessary for system definition and utilization.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.
• Demonstrated ability to handle multiple competing tasks and work both independently and as a team member.
• Demonstrated ability to generate and adapt equipment and technology to serve user requirements.
• Ability to perform site surveys and identify requirements necessary for system definition and utilization.
• Experience using imaging software to image PCs, preferably KACE.
• Highly self-motivated and directed.
• Extensive experience using imaging software to image PCs, preferably KACE.
• Exceptional written and oral communication skills.
• Ability to perform research, analyze results, draft requirements, and formulate technology solutions.
• Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.
• Extensive experience diagnosing, troubleshooting, and resolving hardware, software, and other network and system problems, and replacing defective components, as required.
• Experience providing technical assistance to developers and other IT personnel to facilitate utilization/maintenance of new and existing systems.
• High school diploma or GED or equivalent combination of training and education that provides the requisite knowledge, skills and abilities.

Additional Considerations

• Bachelor of Science degree from an accredited institution in Computer Science or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
• Experience in the coordination and delivery of computing services and technology in an academic environment.
• Microsoft or Apple related certifications for end user systems.
• 5+ years of helpdesk experience.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

EEO STATEMENT:
NSU is committed to providing equal employment opportunities for all persons and applicants, without regard to age, color, disability, gender, national origin, political affiliation, genetic information, race, religion, sexual orientation, sex (including pregnancy) or veteran status. NSU encourages and invites minorities, women, individuals with disabilities, and veterans to apply.

Norfolk State University:
Norfolk State University is a comprehensive urban public, doctoral granting institution committed to transforming students’ lives through exemplary teaching, research, and service. The University is a top ranked Historically Black College and University (HBCU) with nationally recognized STEM programs and enrolls 6,000 students in over thirty undergraduate and nineteen on-line & in-person graduate programs. Norfolk State University garners over $20M in annual grant expenditures, has as an NCAA Division I athletic program with fifteen sports, boasts eleven MEAC conference championships in last three years, and a coveted marching band invitation for participation in the 2023 Rose Parade.

City of Norfolk:
The home of the largest Naval Base in the world, Norfolk is 1 of 7 cities that make up what is referred to as the Hampton Roads Region, an area that includes Virginia Beach and Colonial Williamsburg. Norfolk has big-city amenities, attractions of arts and culture, and cuisines of the Eastern Seaboard. There are numerous accessible parks, riverfronts, lakes, festivals, and beaches: all favorable for weekend getaways and an easy commute to NSU.

Contact Information

Name: Norfolk State University

Phone: 757-823-8160

Email: Emailed Material not accepted.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.