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 University of Pennsylvania is seeking an IT Operations Manager for its Business Services Division. This position is crucial for leading the IT Operations team, which supports 375 users and devices across 15 business units. The IT Operations Manager will report directly to the Senior IT Director for the Division of Business Services and will supervise two Senior IT Support Specialists while collaborating with systems administrators and Senior Business Systems Analysts. The role involves overseeing the development and maintenance of applications, managing help desk workflows, and ensuring compliance with security standards. The IT Operations Manager will also serve as a technical lead on various projects, focusing on document standardization, reporting, and communication processes. This position requires strong leadership skills, technical expertise, and the ability to engage with various stakeholders to enhance the division's IT capabilities.

Responsibilities

• Lead and manage the IT support team, ensuring timely and accurate customer service across the division's fifteen business units.
• Develop and maintain documentation for supported applications, processes, and procedures.
• Manage help desk workflows efficiently while adhering to standards and best practices.
• Collaborate with the BSD IT Systems and Security team to support the University's SecureIT Program and assist with future projects.
• Engage with Senior Business Systems Analysts to support business-specific applications and workflows.
• Serve as a point of escalation for Senior IT Support Specialists to diagnose and resolve complex technical issues.
• Participate in data protection, privacy, and security activities, including annual assessments and compliance requirements.
• Lead and participate in various BSD projects and campus technology teams, occasionally taking on project leadership roles.
• Attend conferences and training programs to enhance project management, interpersonal, and technical skills.

Requirements

• Bachelor's degree with 3 to 5 years of experience required; 7 to 10 years preferred, or equivalent combination of education and experience.
• Experience supporting Windows, Mac, and mobile platforms is required.
• Strong troubleshooting skills to diagnose and resolve technical issues.
• Excellent customer service and communication skills, both written and oral.
• Ability to present technical materials clearly to both technical and non-technical audiences.
• Self-motivated with the ability to work independently and as part of a team.
• Ability to 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, such as JAMF.
• Familiarity with Freshdesk.

Benefits

• Continuing education credits
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Adoption assistance
• Vision insurance
• Flexible schedule
• Life insurance
• Retirement plan