Manager - IT

Job description
The IT Operations Manager will oversee the University's IT Service Desk operations, academic computing environments, and technology infrastructure support. This role is pivotal in ensuring seamless daily technical operations for students, faculty, and staff.
The ideal candidate will be a hands-on leader responsible for managing internal and third-party IT personnel, driving IT project rollouts, maintaining vendor relationships, managing core campus technical systems, and ensuring strict compliance with internal audits.

Key Responsibilities
1. Service Desk & Team Leadership
Direct Operations: Oversee the daily operations of the University IT Service Desk/Helpdesk, ensuring high-quality, timely technical support.
Team Management: Manage, mentor, and evaluate all internal Service Desk staff, fostering a culture of accountability and service excellence.
Contractor Oversight: Manage third-party IT staff contracts, including personnel onboarding, performance monitoring, and resource allocation.
2. Systems & Infrastructure Management
Identity & Access Management: Oversee user lifecycle management, permissions, and authentication using Active Directory and Google Workspace for Education.
Campus Systems Oversight: Manage and maintain the university's digital and physical operational infrastructure, specifically Access Control (e.g., smart cards, biometrics) and Attendance Systems.
Computer Lab Support: Collaborate directly with Faculty and staff members to manage and support desktop deployment, software configuration, and maintenance in various computer labs.
3. Vendor & Financial Management
Vendor Relations: Serve as the primary point of contact for external IT vendors and service providers, ensuring adherence to SLAs.
Financial Provisioning: Manage monthly financial provisions and accruals for pending vendor payments, collaborating closely with the Finance department.
Contract Compliance: Review and manage renewals, licensing, and compliance for external IT service contracts.
4. Project Deployment & Governance
IT Project Rollouts: Lead the implementation and deployment of various campus-wide IT projects, hardware upgrades, and software applications.
Event Enablement: Partner with cross-functional university teams to provide robust IT enablement, infrastructure setup, and support for university events, webinars, and conferences.
Inventory & Audit Readiness: Maintain an up-to-date inventory of all university IT assets. Act as the primary custodian for IT operational data, providing necessary artifacts and documentation to the internal audit team.

Required Skills:
1. Directory Services: Strong proficiency in Active Directory (domain management, GPOs, user access controls).
2. Cloud Collaboration: Hands-on administration experience with Google Workspace for Education (console management, classroom integration, and security policies).
3. Campus Automation: Direct experience managing enterprise-level Access Control systems and automated Attendance systems.
4. ITSM Frameworks: Strong understanding of ITIL frameworks and service desk ticketing platforms (ITIL certification is a plus).
5. Deployment Tools: Familiarity with desktop imaging, deployment tools, and IT asset inventory management software.
6. Communication: Exceptional cross-functional collaboration skills, with the ability to communicate effectively with academic faculty, administrative staff, and external vendors.