IT Operations Manager

Job Details

Job Location: Lasell University - Newton, MA

Salary Range: $80000.00 - $90000.00 Salary/year

Position Summary

JOB SUMMARY:

The IT Operations Manager holds a dual role as both a strategic leader and an experienced technical professional, responsible for providing effective support and long-term planning for desktop technology and multimedia services at Lasell University and Lasell Village. This position oversees and manages the Client Services team, ensuring efficient operation and high-quality service delivery. The team is tasked with recording, categorizing, diagnosing, and resolving technology-related user requests, as well as communicating essential technology updates and outage information to both communities.

Managerial Responsibilities:

• Directly supervises student workers and staff in IT Operations team and assures that the team upholds departmental procedures and University-wide policies & procedures
• Recruits, interviews, hires and manages IT Operations student workers and staff
• Promote independence among students and employees by maintaining a regularly updated knowledgebase of accessible self-help materials and media
• Directly communicates with clients who escalate service issues
• Ensure the fulfillment of IT service requests including new equipment and managing current inventory
• Manage IT projects related to hardware/software rollouts/refresh
• Maintain accurate inventory of IT hardware and software assets and conduct annual audits
• Enforce IT policies and procedures and provide areas of recommended improvements
• Oversee IT recycling process: gather recycling, organize storage, coordinate with internal teams and vendors

Desktop Technology Responsibilities:

• Deploys new computers, printers and peripherals
• Computer setup for new hires, moves, and changes (file migration, user preferences, etc.)
• Maintain network printers
• Maintain Physical Security of computers
• Provide technical expertise and/or consults on difficult to solve problems, removing impediments from staff workflow, and providing advice and guidance in support of Lasell approved systems, software and equipment
• Provide "fixes" and modifications of installed software
• Install, configure, and maintain classroom and public printers & print management software
• Tests computer/OS images for classroom, academic lab and public spaces
• Computer setup/maintenance for classroom, academic lab and public spaces

Multimedia & Audio-Visual Support:

• Respond to technology troubles in classrooms and academic spaces
• Perform setup / breakdown equipment for events and meetings
• Project management for academic space renovation and new construction
• Other duties as assigned

Education level:

Bachelor's degree and certifications preferred

Technology skills:

• Advanced (5+ years) PC/Mac/Printer configuration and troubleshooting skills
• Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless)
• Experience delivering tier 2-3 desktop support to end users in a mixed Windows and Mac environment
• Proficiency in Microsoft 365, Windows and MacOS environments, SharePoint, Zoom
• Experience using and administering IT Service Management systems (TeamDynamix experience a plus)
• Experience installing and troubleshooting software and hardware
• Experience with asset management

Other Skills/Requirements of the Job:

• 5+ years of progressively responsible managerial experience in an academic or similarly complex IT environment is essential
• Ability to collaborate within and outside the IT department
• Strong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills for more complex issues/problems
• Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload and schedule for self and assigned student staff in a wide variety of settings and situations
• Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations | ability to maintain a strong sense of urgency | appropriate use of judgment as to when to escalate difficult situations or seek guidance

CERTIFICATION, REGISTRATION OR LICENSURE REQUIRED BY THE JOB:

Technical Certifications Preferred or Related Experience