Information Technology Operations Manager

Position Summary

The Information Technology Operations Manager, Reporting to the ITEC Campus CIO, is responsible for the day-to-day management of the Technology Services area within the Office of Information Technology including but not limited to assigning projects and tasks and for maintaining contact with the College community, SUNY-wide programs that provide services to the College as well as vendors for products and services relating to information technology at the College. This position works with the CIO in long-term planning, analysis, and design of systems and services to meet the needs addressed by the senior management of the College.

The Information Technology Operations Manager must adhere to SUNY, Buffalo State University’s, and ITEC policies as well as ITEC's security policies and procedures and participate in security-oriented training.  The Information Technology Operations Manager is responsible for responding to Emergency Incidents occurring on and off hours in a timely fashion in order for ITEC to meet our service level targets.  The Information Technology Operations Manager must account for work effort performed by documenting in current ITSM tool by completing weekly timesheets. 

All of the responsibilities and tasks assigned by the management of ITEC are expected to be carried out in an independent and timely manner primarily during business hours and as needed outside business hours. It is the responsibility of the employee to notify the supervisor when any problems or concerns arise in carrying out tasks assigned to the employee. 

Essential Responsibilities

50% 

Manage the day-to-day operations of the Technology Services area.  Provide guidance and decision-making support for campus supported systems and communications technologies. Leads, directs, manages, and supervises the delivery, support, and maintenance of all campus-wide computing services.

Responsible for the campus-wide computer communication network.

Supervises the installation and maintenance of hardware and software in all the College offices, departments, classrooms, and laboratories.

Assists CIO with preparation and maintenance of the IT budget and spending.
Participates actively in planning future computer needs for the campus.

Functions as the department’s project manager for assigned projects.

Performs other duties as assigned by the Chief Information Officer.

20%

Collaborate with the ITEC and campus technology teams to design, plan and analyze new projects and technologies in support of ITEC services for the campus.  Manage operational projects within the systems and communications technology domains.  Provide input to the CIO on strategic direction.

20%

Support ITEC and campus senior management by analyzing system requirements and capabilities as well as appropriate hardware, software, and network configurations.

Make cost / benefit decisions regarding purchase and utilization of complex system software and hardware.

Recommend, enhance / improve existing services, and provide new services to member campuses. University-wide Programs, and the Univesity, in general.  (All major work shall require approval of the CIO of ITEC.)

Perform systems analysis to develop detailed system optimization techniques, system designs and modifications involving complex and problematic program design, difficult logic sequences, or non-standard programming applications.

5%

Stay current with trends in technology and higher education.  Attend technical, leadership and process improvement training and related conferences.  

Secondary Responsibilities

5%

Provide assistance to other University-wide programs, University organizations and conferences, and the University in general as needed.

It is the team member’s responsibility to keep up-to-date service-related documentation such as best practices, meeting minutes, and conference attendance notes and contribute to standard operating procedures, the knowledge base, etc., in the relevant Confluence site.  In addition, the team member is responsible for timely and accurate responses and documentation in ITEC’s help desk as well as documenting the effort involved in completing issues, tasks, requests, incidents, projects, etc. in TDX (or the current tool used by ITEC), in order for services to be appropriately recharged back to ITEC’s Members/customers allowing ITEC to remain competitive in our offerings.  This information also is used to help ensure we have adequate resources to provide ITEC services.

Required Knowledge, Skills and Abilities

Technologically knowledgeable in infrastructure (operating systems, networking, and security implementation) generally used in higher education and specifically used in ITEC-provided services. This includes tasks such as planning, installing, training, updating, documenting, monitoring, and general use. 

Qualifications

Required: 

•A bachelor's degree in Computer Information Systems or a related field, and relevant professional work experience

•Experience with technology infrastructure products such as operating systems with support and administration utilities (Directory Services, device management, remote support tools), networking architecture (firewalls, wifi, etc.), and technology implementation of University-wide services. 

•Experience with Banner Student Information System, preferably with exposure to Student, General, and Financial Aid back office, and Degree Works.

•Good presentation skills, interpersonal skills, written and communication skills, and organizational skills.

•Experience in the management of IT support organization, preferably in Higher Education environments. 

Preferred: 

•Experience working in an educational setting. 

•Experience with technology infrastructure that supports a University-wide educational setting.

•IT Security experience in a higher educational setting.

Salary & Benefits

• SUNY Buffalo State/ITEC employee who will be a part of the UUP Contract and Salary structure.
• Position will be located at CGCC full time, on-site.
• SL4 position, salary range: $90,000 - $105,000.

Application Instructions

For full consideration, submit a cover letter, CV/Resume, and contact information of at least three references.