Computer Resource Consulting Manager

Mar 30, 2017
Institution Type
Four-Year Institution

Stanford University

Computer Resource Consulting Manager

Job Number:

The Computer Resource Consulting Manager is a member of the Stanford University, Information Technology Services (ITS), Computer Resource Consulting (CRC) group reporting to the CRC Director. The CRC Manager leads a team of technical consultants in providing overall IT solutions and services to the Stanford community.

The CRC manager is also responsible for working with the University executives, school administrators, central offices, and auxiliaries to ensure that the support services are aligned with University goals and end user needs. He/she collaborates with other ITS units in providing technical consulting services including analysis, requirements gathering, design, testing, implementation and documentation for over 10,000 endpoints.

  • Lead and coordinate the business, technical, and education activities within the Computer Resource Consulting organization. Using a team approach, meet the client needs with a breadth of expertise including endpoint management solutions, desktop support, server administration, project management, and leadership skills.
  • Exercise full management responsibility for a technical group, including recruiting, hiring, training, developing, evaluating, and setting priorities. Particular focus on recruiting quality hires with a combination of technical and client interaction skills, providing performance metrics to staff and holding the team accountable for team and individual performance.
  • Ensure work completion within schedule, budgetary, and design constraints; make decisions about analysis, design, and testing; solve complex technical problems; provide alternative methods for achieving goals when necessary.
  • Develop and manage budgets for projects or work groups. Be fiscally responsible for the management of the CRC's expenses including salary, training, vendor charges, and equipment. Participate in yearly budget setting that aligns with the CRC rates and revenue expectations. Review expense and revenue reports monthly and align with CRC expectations. Identify areas to increase efficiencies and/or reduce internal costs. Ensure accurate monthly billing. Identify new service opportunities. Participate in CRC rate setting activities. Work within the broader CRC Service Center requirement to be within +/- 5% of expenses to revenue.
  • Provide strategic planning for own work group; may assist higher level management in broader scope strategic planning for a large, complex, university-wide function or major initiative. Strategize and lead through the implementation of tools and processes to support the entire computing lifecycle. Focus on innovative and secure mass deployment techniques while continuing to ensure client intimacy and the unique requirements of each school or department. Support partnership with the University Help Desks and build efficiencies in triaging requests
  • Develop, build and maintain strong business relationships with new and existing clients. Function as primary contact for existing contracts and partner with clients to deliver IT solutions. Seek new business opportunities and provide value-added services to expand CRC contracts and deliver excellent client service. Develop contract proposals, service level agreements, and other documentation to support business requirements. Set and review service expectations with clients on a periodic basis, at least quarterly. Resolve client issues escalated from clients or staff.
  • Work collaboratively with colleagues to leverage the university/school's investments in information technology. Specifically, partner across IT units campus-wide to provide input and support for services as they are being conceptualized and developed. Collaborate with clients and ITS to develop technology-focused strategic plans. Affect technological priorities through technical leadership as well as strong client advocacy. Develop detailed test plans and coordinate testing of new services and applications to ensure both application/service qualities as well as team readiness to provide support. Serve as key communications link to campus IT “Partners” and CRC clients about ITS service offerings, security issues, new software releases, and other campus-wide support issues.
  • Create procedures and guidelines to ensure compliance with university policy and federal and state regulations.
  • Monitor technology trends and evaluate emerging technologies for adoption and implementation.
  • May oversee or assist in preparation and submission of documentation, such as proposals, progress reports, or other contractual requirements.
*-Other duties may also be assigned MINIMUM REQUIREMENTS:
Education & Experience:
Bachelor's degree and five years of supervisory and relevant work experience, or a combination of education and relevant experience. Progressive experience in a complex technical client-focused IT environment, including direct experience in staff management and professional consulting services delivery to a diverse clientele, is strongly preferred.

Knowledge, Skills and Abilities:
  • Detailed understanding of relevant technical knowledge and problem resolution.
  • Strong customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment. Ability to resolve issues of cross-organizational escalation or lines of responsibility; ability to anticipate impact on clients and other stakeholders.
  • Demonstrated ability to lead, motivate, and develop staff.
  • Excellent verbal and written communication skills required. Including the ability to effectively communicate in both highly technical and non-technical environments. Ability to interpret technical jargon and concepts, and to present information to non-technical audiences.
  • Financial management and budgeting experience is desired.
  • Ability to escalate, identify, prioritize, innovate in order to resolve issues quickly and make decisions that meet University objectives, in a collaborative culture.
  • Knowledge of and commitment to best practices in delivering support and professional consulting services.
Constantly perform desk-based computer tasks.

Frequently sit, grasp lightly/fine manipulation.

Occasionally stand/walk, use a telephone.

Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.

*- Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

May work extended hours, evenings and weekends.

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.

Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide,
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Job: Information Technology Services

Location: Business Affairs
Schedule: Full-time
Classification Level:

To be considered for this position please visit our web site and apply on line at the following link:

Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.


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