Hosted Services Supervisor
Position Number: 00106824
Primary Function of Organization Unit: Client Solutions provides customer facing IT services and solutions for students, faculty, and staff of NC State University. Services provided include IT Service Management, ServiceNow application development, server and application maintenance and support via the Hosted Services team, development of secure computing environments, cloud computing architecture and design, and desktop support.
Essential Job Duties: The Hosted Services supervisor is a hands-on technical manager responsible for providing Hosted Solutions across multiple customers working directly with key project and executive stakeholders throughout the entire project life-cycle to ensure client satisfaction and adoption. The supervisor will also play a significant role in supporting new business services and opportunities. The supervisor will provide consulting and concierge services to prospective clients to determine client needs in order to determine what services would best meet those needs. The Hosted Services supervisor develops operating policies and procedures; hires staff, assigns work, sets priorities, and evaluates performance; assesses training needs and develops and conducts training; recommends budgets and controls expenditures; develops short-and long-range plans; prepares project-phase plans, schedules, and cost estimates; researches, plans for, and may coordinate or assist in the installation of new or upgraded IT needs and requirements as well as daily support of systems; keeps current on IT technology and advancements; advises users and management on IT needs; consults with vendors about future system direction and development. Other essential duties include but are not limited to: * Coordinate internal resources and customer team members for the flawless execution of projects. * Ensure that the Systems Administration team is compliant with policies, procedures, and applicable audit standards, such as PCI, NIST 800-171, HIPAA, and FERPA. * Ensure that all projects are delivered on-time, within scope and within budget. * Responsible for maintenance of systems, reporting and forecasting system use, and development, maintenance, and testing of disaster recovery solutions and procedures. * Monitor systems to ensure their availability and uptime meet SLAs. * Manage the resolution of production issues, including performance issues. * Manage a suite of backup and recovery systems. * Manage projects (scheduling, planning, and design), provide technical/hands-on skills as needed for troubleshooting and implementation, and perform QA of documentation and systems. * Lead the project scope definition and objectives, involving all relevant stakeholders and ensuring technical feasibility. * Ensure resource availability and allocation through appropriate forecasting. * Develop a detailed project plan to monitor and track progress. * Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques. * Builds effective working relationships with business and Office of Information Technology (OIT) partners. * Provides regular updates to Business and OIT Leadership on team progress. * Monitors and identifies opportunities to improve the health and maintainability of applications and infrastructures.
Minimum Education/Experience: Bachelor's Degree in Computer Science, Computer Engineering or closely related degree from an appropriately accredited institution plus alternative or equivalent professional training and experience; or a Bachelor's Degree in Business Administration, Project Management or closely related degree from an appropriately accredited institution and two years of experience in IT project management or technical project management related work; or an equivalent combination of education and experience.
Department Required Skills: * Technical and working knowledge of Windows Server 2012 - 2016 * Active Directory in a federated environment * SCCM fundamentals * Basic DBA-type knowledge for MS-SQL, MY-SQL, Oracle * Basic knowledge of cloud-based SAAS, PAAS, virtual systems * Networking fundamentals including subnetting, firewalls, VLANs * General understanding of security principles and standards (e.g. NIST 800-171) * Understand and apply standard and principles of server management (physical and virtual), IT security, backups/restores, server migrations, etc
Preferred Experience, Skills, Training/Education: * Bachelor's degree in Computer Science or related discipline or equivalent work experience * 10 years of experience managing systems administration teams in an enterprise-class Microsoft Windows environment * 3+ years experience technical management experience * ITIL foundations/basic understanding of framework * Experience with multiple operating systems and platforms (internals, especially network stacks): Windows, Linux, Mac OS, *nix, and Virtual Machines (hosted on premises and in cloud)
Necessary Licenses and Certifications: N/A
AA/EOE: NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.
Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at "www.wes.org":http//wes.org. Degree must be obtained prior to start date.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.