Manager, Network and Communication Services

Department:  IT Technology Support Services
Division: Information Technology (NUIT)
Requisition #: 12691
Location: Evanston
Full Time Percent: 100.00
Grade:ITS/82
Salary: TBD

Job Summary

The Manager of Technical Services plans, staffs and supervises the activities of the group responsible for coordinating the ordering, implementation, testing, repair, project management, support and consulting for complex network and telecommunications products and services including voice and data.

Specific Responsibilities:

• Overseeing, participating on and leading telecommunications project teams;
  
• Ensuring assigned projects follow best practices in regards to project management and are thoroughly documented, tested and ready to be supported before deployment;
  
• Planning, managing, and tracking project activities to achieve program goals, including financial objectives;
  
• Directing staff responsible for data network, telecommunications and IT project consulting, ordering, implementation, testing and repair;
  
• Making sure work is properly coordinated with other units in NUIT and meets established Service Level Agreements;
  
• Planning and directing on-going activities that support customers, other TSS departments, and other IT units in the use of information technology and telecommunications at a consistently high level of customer satisfaction;
  
• Ensuring professional and reliable customer services;
  
• Managing all activities of the staff including planning professional development programs for staff members as required;
  
• Recruiting, interviewing and hiring professional staff;
  
• Consulting with TSS Management and others as appropriate on new services or projects that will enhance delivery of services and support while recommending achievable goals and resource requirements;
  
• Working with vendors as necessary to identify issues and determine proper resolution;
  
• Pursuing professional development opportunities including presenting at and attending appropriate conferences and training;
  
• Performing other related duties as required or assigned.
  

Minimum Qualifications

• A bachelor's degree in computer science, MIS, or related field or the equivalent combination of education and experience from which comparable knowledge and abilities can be acquired;
  
• Minimum of 6 years of experience in a computing function with duties in one or more of project management, telecommunications, testing, implementation or operations of enterprise systems;
  
• Minimum of 2 years managing technical staff including hiring and performance evaluation;
  
• Excellent staff management skills, including experience in staff selection and hiring, clear programs of staff development through training and mentoring, clear expression of expectations, goals and timelines along with appropriate delegation and monitoring of staff progress;
  
• Excellent organization, time management, and written and verbal communication skills;
  
• Excellent public speaking ability;
  
• Excellent planning and scheduling skills with the ability to be flexible;
  
• Demonstrated ability to effectively control and/or participate in multiple projects of varying priorities in a consistently professional manner;
  
• Ability to establish and maintain respectful and effective relationships with management, co-workers and customers;
  
• Ability to work effectively with a range of responsible parties throughout the University, either as a project leader or as a team member, to advance projects to timely and successful completion;
  
• Demonstrated ability to analyze problems from multiple points of view, to lead consensus building within groups with differing views, and to translate consensus into planned action;
  
• Demonstrated familiarity with desktop computing environments and Internet utility software;
  
• Ability to act on own initiative to further organizational and University goals;
  
• Ability to create excellent and persuasive business cases and documents to help steer the IT direction of the University.
  

Preferred Qualifications

• Experience in a university or highly-decentralized corporate environment, with career emphasis on planning and implementation of large, multi-divisional product launches;
  
• Experience in directing or leading large technology projects or project management certification (PMI, etc).
  

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Northwestern University is an equal opportunity, affirmative action educator and employer.

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