Overview

Knowledge Services is seeking an IT Manager for a full-time/direct hire role in Indianapolis, IN. Candidates will be will need to be able to work onsite. Fantastic work/life balance, amazing benefits, and robust PTO schedule!

Responsibilities

The IT Manager will provide leadership over the technical staff responsible for IT service delivery
• Oversee and support all aspects of IT operations and service delivery. • Provide technical advice on technology related services .• Work alongside leadership to improve IT service delivery.• Create and maintain an atmosphere of customer service excellence.• Manage change control processes in accordance with college-wide change control processes as it applies to IT services.• Manage hardware and software assets in accordance with statewide procedures.• Recruit, manage, and supervise IT support staff.• Participate in the IT budgeting process and direct expenditures for computer and technology services.• Manage team projects, utilizing best practice project management methodologies, to a successful conclusion.• Create and maintain a team atmosphere, and project plans as appropriate.• Support the daily IT operations.• Directs, tracks, delegates, and reviews the IT Helpdesk requests and incidents to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA).• Reviews individual helpdesk requests and incidents of team members to assure that all items are resolved accurately, on time, and the communication documented is complete and respectful.• Provide coaching to correct IT Helpdesk case and incident behavior that falls out of compliance, and communicate directly with customer to promote excellent customer service standards.• Facilitate assistance from statewide teams or supervisor as needed to escalate an incident when it falls outside of the scope of the IT Support Team.• Strong leadership, including management of a team, that promotes and supports compliance of the statewide goals.• Provide continual leadership and coaching to all members of the team, both direct and indirect reports.• Maintain communication with the IT System Administrator(s) and IT Network Administrator(s) as needed to service the local campus needs.

Qualifications

The IT Manager Experience Desired:
• Bachelor's degree in an IT related field required.• 3 -5 years' prior supervisory experience supporting IT environments including but not limited to hardware asset management, budget management, configuration management, and software distribution.• Excellent customer service, organizational and leadership skills.• Must have excellent written, oral, interpersonal, and presentation communication skills and demonstrated the use of initiative and organizational abilities.• Demonstrated ability and experience to lead and manage a diverse team of professionals and create effective programs to maintain staff skills and provide guidance to ensure that career goals and objectives of staff are met.• Ability to manage multiple strategic projects and objectives, meet deadlines, and track them continuously under minimal supervision.• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support.• Ability to frame issues based on policy implications associated with managing a technical discipline.• Demonstrated abilities in change management and process re-engineering.• Understand the enterprise interrelation of IT components, wired and wireless networks, VoIP, Active Directory, LDAP, information security, familiarity with advanced desktop management tools, and advanced IT trouble-shooting skills. Ability to improve efficiency by automating tasks.• Must be willing to travel as necessary.