Position Summary
The Assistant Manager of Operations, as part of the College of Liberal Arts and Sciences (CLAS) IT Team, leverages University and College resources to support the academic, research, and administrative objectives of the College, with a focus on day-to-day operations. Lead the implementation and adoption of TeamDynamix (TDX) platform for CLAS, in collaboration with UTS to streamline support processes, improve service delivery, and enhance the technology support experience for faculty and staff.…
Assist with directing and managing the team of IT staff, including student workers, in coordinating workload delegation, onboarding, and performance management while serving as the primary liaison for college-wide web services. Assist with CLAS IT project planning, prioritization, and implementation.
Duties and Responsibilities
CLAS IT Daily Functions
- Establishes and leads a collaborative, shared-service IT support model that delivers coordinated, cross-team service to faculty and staff. Oversees a "closed-loop" service desk, managing end-to-end intake, triage, escalation, and resolution of requests while ensuring seamless handoffs across teams. Partners with CLAS IT Manager and senior leadership to align priorities, budgets, and resource allocation, ensuring responsive support and stakeholder alignment across the College.
- Support College-wide digital infrastructure and web services providing administrative oversight and specialized training for SharePoint (Classic/Modern), Adobe Experience Manager (AEM), and personal web hosting environments (cPanel/WordPress).
- Manage immersive and collaborative workflows including the lifecycle management of mobile video conferencing assets and the administration of specialized university applications (Bio Tool, Event Manager).
- Work with CLAS IT Manager and other technology teams to resolve complex or escalated issues, ensuring a seamless support experience for CLAS faculty, staff, and students.
Team Leadership & Administrative Management
- Confer with UTS for best practices of IT Service Management (ITSM), continuously improving service-level expectations and support commitments.
- Assist CLAS IT Manager with a commitment to excellence in overseeing day-to-day decision-making of a diverse technical team.
- Assist CLAS IT Manager with fiscal and project priorities by managing IT budgets, procurement workflows (including managing the department procurement card), and multi-stakeholder project timelines from inception to completion.
- Provide stewardship by guiding Information Security standards and representing CLAS IT in university-wide committees to balance departmental autonomy with Villanova/UTS principles.
- Develop and maintain a support matrix that clearly outlines service ownership, escalation paths, and collaboration points between CLAS IT and UTS, helping ensure efficient and coordinated support for faculty and staff.
- Participate in cross-functional technology initiatives and project teams, representing CLAS priorities while contributing to broader University technology goals.
- Contribute to knowledge management efforts by creating and maintaining documentation, support procedures, and self-service resources that benefit both CLAS and the wider University community.
Further CLAS IT Technical Support
- Departmental desk-side, phone, email and remote assistance for Windows/Mac hardware, software, mobile devices and printers.
- Primary support contact for College Type 2 email accounts.
- Maintain College computing resources.
- Conference Room Management Administration.
- Office 365 training/evangelization.
AEM Technical Lead for College Websites
- Manage website lifecycle, design, content, functionality and maintenance.
- SharePoint knowledge/training.
Trainer
- Develop in-house resource materials.
- One-on-one and group instruction for common and specialized software environments.
Digital Signage Administration
- Daily checks on the system.
- Playlist creation and maintenance.
- Liaison to UTS staff deploying signage engines.
Other Job Functions
- Mendel Medal Symposium Technical Consultant.
- Limited IT support for CLAS graduate students as requested.
- Field departmental social media questions.
