We are currently looking for an experienced IT Manager to work on our Draper, Utah campus. The IT Manager ensures prompt, professional, accurate, and courteous support of all applications, computers, networks, and systems in use at the university. As a process and resource optimization leader, he/she drives team performance and the rendering of exceptional customer service. The manager oversees the day-to-day operations of the Service Desk under a follow-the-sun support model, ensuring the timely execution and delivery of maintenance, products and services which meet published Service Level Agreements (SLAs). The incumbent is a seasoned generalist across a wide spectrum of IT subdisciplines, possesses exceptional analytical / problem-solving ability, and a solution-oriented mindset. As the primary escalation point for frontline staff, he/she leads one-touch incident resolution efforts and ensures timely routing and handling of open service requests, engaging subject matter experts both within and external to IT to achieve swift, measurable results and a high degree of customer satisfaction.

WHAT'S IN IT FOR YOU:

• A generous self-directed PTO policy
• Paid holidays
• 401k with employer match
• Medical, dental, and vision insurance
• Fully paid short term disability
• Long term disability
• Dedicated professional development
• World-class continuing education assistance

WHAT YOU DO EVERYDAY:

• Manages operational and technical support of all university hardware, software, and systems.
• Manages the setup, configuration, and maintenance of the documentation library for all backend and client-facing systems.
• Manages relationships with vendors, outsource partners, service providers, and internal stakeholders.
• Manages hardware and software procurement, upgrades, and depreciated asset refresh efforts.
• Oversees the design, installation, maintenance, and support of all audiovisual, conferencing, telephony equipment, subscriptions, and services.
• Contributes to the development and enforcement of standards appropriate to endpoints, peripherals, mobile devices, software, drivers, security updates, patches, and client OS platforms.
• Manages Service Desk personnel, resource scheduling, and process improvement to meet SLAs and drive productivity.
• Identifies trends and formulates plans to improve the end user experience and build efficiencies in service delivery.
• Ensures the continued coaching, training, and professional development of Service Desk team members.
• Manages frontline support of all university-implemented software and cloud applications.
• Assists in network administration and system security efforts.
• Researches and recommends innovative, automated approaches to systems administration, upgrades, and deployments.
• Manages the Service Desk budget.
• Contributes to the development and execution of the IT Department strategic plan.
• Serves on the Change Control and Implementation & Architecture Committees.
• Leads the adoption of industry standards and best practices across the spectrum of IT operations.
• Attends and actively participates in school functions, including commencement exercises, receptions, marketing events, in-service training, advisory committees, etc.
• Other duties as assigned

WHAT YOU HAVE ACCOMPLISHED:

Education/Experience

• 4+ years of experience as an IT Manager leading diverse technical personnel in a fast-paced environment. Proven track record building highly effective, productive, and collaborative teams.
• 4+ years of experience as a desktop engineer, network / systems administrator in a business setting.
• 3+ years of hands-on experience administering Active Directory, GPOs, DNS, DHCP, user/group provisioning, firewalls, wireless, EDR/XDR, endpoint management, and MDM solutions.
• 3+ years of hands-on experience providing application support, security administration and forensics, systems analysis, and robust document library / knowledgebase management.
• 3+ years of hands-on experience supporting Cloud-based SAAS solutions and IdPs including Azure, M365, and AWS.
• Professional experience in higher education desirable.
• Candidates with the following education and experience are preferred:
  • Bachelor's Degree in a technology-related discipline from an accredited institution.
  • CompTIA A+, Server+, Network+, Security+
  • Microsoft MCA, MCE
  • ITIL Foundations

EQUAL EMPLOYMENT OPPORUTNITY POLICY:

Joyce University provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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