"Digital Accessibility Services Manager Lead"

The Digital Accessibility Services Manager Lead is a lead position in the ITS Accessibility Team at the University of Michigan. ITS Accessibility provides tools, knowledge, and support services that allow U-M to deliver digital accessibility and equitable access for people with disabilities.

This role supports a skilled team and manages a suite of accessibility services, overseeing daily operations, service management, and project implementation. It serves as an escalation point for customer and vendor issues, prioritizes team work, maintains technical documentation, and administers cloud platforms. The Lead collaborates with partners and subject matter experts to define and improve services, ensuring best practices and effective delivery across the organization.

The Digital Accessibility Services Manager reports to the Assistant Director of Accessibility.

Responsibilities:

• Coordinate and manage performance of high functioning team of technology professionals and additional student/temp employees
• Perform Service Management activities for services in the Accessibility portfolio, meet success metrics, act as escalation point for customer/vendor issues, prioritize operational work and ticket management to ensure incidents, problems, and changes are communicated and resolved
• Prioritize team work, develop implementation plans for projects, provide status reports, exchange relevant information with partners, meet timelines and identify risk
• Perform domain level administration of cloud platforms with responsibility over top level functions, account operations, settings configuration, documentation of policy and procedures, and technical rollout of new features
• Maintain written procedures, processes, and technical support knowledge with content tailored to the level and type of target audience
• Manage Accessibility process, ensuring other ITS services engage with team members
• Work with subject matter experts to define new services, continually improve service operation and delivery

Requirements:

• 5+ years working in a role providing end-user technical support
• 3+ years in a role with responsibilities managing people and processes
• Service management/ownership experience with an enterprise wide technology service
• Perform day-to-day administration tasks, troubleshooting, root-cause analysis, and service restoration
• Demonstrated excellent attention to detail
• Demonstrated excellent customer service skills
• Strong writing/communication skills with the ability to deliver clear messaging to a variety of audiences/skill levels
• Interest in accessibility

Preferred:

• Experience administering and/or providing tier 2/tier 3 support for enterprise level platforms
• Subject matter expertise in digital accessibility or general accessibility
• Experience working in a higher education institution