IT Operations Manager, Business Services Division

$74,476 - $136,000/Yr

University of Pennsylvania - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Educational Services

About the position

The IT Operations Manager for the Business Services Division at the University of Pennsylvania is responsible for leading the IT Operations team, which supports a diverse user base across multiple business units. This role involves direct supervision of IT support specialists, collaboration with systems administrators, and engagement with business systems analysts to ensure effective IT service delivery and project management. The manager will also develop processes for documentation and communication, ensuring compliance with security and privacy standards.

Responsibilities

• Lead and manage the IT support team, ensuring timely and accurate customer service.
• Develop and maintain documentation for supported applications and processes.
• Manage help desk workflows while maintaining standards and best practices.
• Collaborate with the BSD IT Systems and Security team to support the University's SecureIT Program.
• Engage with Senior Business Systems Analysts to support business-specific applications and workflows.
• Serve as a point of escalation for complex technical issues.
• Participate in data protection and security activities, including assessments and compliance requirements.
• Lead or participate in various BSD projects and campus technology teams.
• Attend conferences and training programs for professional development.

Requirements

• Bachelor's degree with 3 to 5 years of experience; 7 to 10 years preferred.
• Experience supporting Windows, Mac, and mobile platforms.
• Strong troubleshooting skills for technical issues.
• Excellent customer service and communication skills, both written and oral.
• Ability to present technical materials clearly to diverse audiences.
• Self-motivated with the ability to work independently and as part of a team.
• Maintain confidentiality of sensitive materials.

Nice-to-haves

• Experience in an academic computing environment.
• Experience with information security services, particularly CrowdStrike.
• Experience with endpoint management services, particularly JAMF.
• Familiarity with Freshdesk.

Benefits

• Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
• Tuition assistance for employees and their dependents.
• Generous retirement plans with various investment options.
• Substantial time away from work for personal needs.
• Long-term care insurance options for employees and eligible family members.
• Wellness and work-life resources to support health and balance.
• Professional and personal development resources.
• Access to university resources and cultural activities.
• Discounts and special services for faculty and staff.
• Flexible work hours and options for work-life balance.
• Forgivable loans for home purchases in West Philadelphia.
• Adoption assistance for qualified expenses.