Job Information
University of Miami Manager, IT Services in Coral Gables, Florida
Current Employees:
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here (https://www.myworkday.com/umiami/d/task/1422$7248.htmld) to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet (https://my.it.miami.edu/wda/erpsec/tipsheets/ER_eRecruiting_ApplyforaJob.pdf) .
The Manager, IT Services analyzes and directs the activities of the IT department and supervises all assigned IT staff. The incumbent also ensures continuity of computer services for computer users throughout the organization through planning, technical leadership, and project coordination.
CORE JOB FUNCTIONS
Designs improved work systems by revising work standards, policies, and procedures, employee work method and utilization, and staffing levels.
Plays an integral role in the hire, training, counseling, and development of staff.
Contributes to the formulation of department-wide management and technical policies. Develops and maintains a professional development and training plan for staff.
Confers with and advises subordinates of technical problems and solutions, task prioritization, and support methodology
Prepares activity and progress reports regarding group responsibilities.
Serves as a point of contact for the executive management team on department initiatives.
Ensures a consistently high level of customer service throughout the department by creating appropriate service standards, regular observation, and mentoring department personnel.
Develops, documents, and modifies guidelines and procedures to promote efficiency within the unit.
Works directly with faculty, students, and senior administrators to identify and address emerging technology needs.
Administers and coordinates all functions and services for assigned information technology projects.
Supervises the performance of unit supervisors and staff.
Administers and processes staff performance appraisals.
Makes recommendations to IT leadership, peers, and subordinates to improve the working environment.
Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.
CORE QUALIFICATIONS
Education:
Bachelor’s degree in relevant field
Certification and Licensing:
A+, Network+, ITIL foundation
Experience:
Minimum 5 years of relevant experience
Knowledge, Skills and Attitudes:
Knowledge of business and management principles.
Ability to direct, manage, implement, and evaluate department operations.
Ability to establish department goals, and objectives that support the strategic plan.
Ability to effectively plan, delegate and/or supervise the work of others.
Ability to lead, motivate, develop, and train others.
DEPARTMENT ADDENDUM
Department Specific Functions
Leads IT services team and student technicians in maintaining technology for classrooms, labs, events, and desktops.
Collaborates with faculty and staff on service level agreements, ensuring the team is aligned. Manages IT onboarding and offboarding for faculty and staff.
Provides mentorship and guidance to the team for project completion.
Holds regular team meetings for status updates and addressing issues.
Manages customer expectations and ensures the provision of exemplary customer service. Analyzes incidents and proposes solutions.
Collaborates on problem management and service improvements.
Acts as backup for IT Process Manager and IT Infrastructure Manager.
Works with minimal supervision and maintains clear communication with the MHBS IT team. Oversees documentation for IT operations, including deployments, upgrades, and resolutions. Serves as the main point of contact for IT-related queries.
Handles staff recruitment, training, evaluations, and other HR-related activities.
Ensures adherence to best practices and service level commitments.
Delivers 1st Tier Service Desk support and 3rd Tier Procurement and Inventory support.
Acts as the primary liaison with Central IT Helpdesk. Provides Level II/III support.
Assists in procurement processes and oversees Service Desk Supervisor.
Monitors SLA/KPI performance and manages incident escalations.
Oversees Helpdesk software and IT inventory management.
Supervises MHBS IT surplus operations.
Provides other duties and tasks as assigned.
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.
Job Status:
Full time
Employee Type:
Staff
Pay Grade:
H11
The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.
The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride.
The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.
Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.
The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.
Transforming lives
With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.
The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.