Posting Details

Posting Information

Posting NumberEHRA324PQuick Link for Internal Postingshttp://jobs.wcu.edu/postings/11190Classification TitleIT Client Support Manager IIWorking TitleTechnology Commons Manager - #112386DepartmentInstructional Technology & DesktopAnticipated Hiring RangePosition Summary

This position duties include leadership, management and oversight of the Technology Commons area, which sees an average of 17,000 clients per year at the service counter, and over 40,000 total patrons that utilize the space and its resources. Position also oversees or collaborates in many of the events that involve IT such as Orientation, Open House and campus events like ReCalibrate; this includes leading Technology Commons events, such as No Stressin. The Technology Commons is the Division of IT’s only walk-up location for faculty, staff, students, and guests. It serves as a collaborative learning space with advanced technology and software that is available to all students, faculty, and staff of WCU.

Position manages full time, hourly and student staff to accomplish team goals and workloads within the Technology Commons area. Position manages the Technology Commons space hours, in collaboration with Hunter Library staff, to ensure we have necessary full-time, hourly, and student coverage. The Technology Commons has hours which extend outside the standard business hours and this position helps with managing our Priority 1/After-hours coverage initiative. Technology Commons staff work 365 days a year to support the priority 1 initiative, the Technology Commons manager is tasked with ensuring that coverage is scheduled and accurate. Position works closely with the Director, members of the Instructional Technology and Desktop Services team, IT Division personnel, IT Help Desk, the Coulter Faculty Commons, and WCU’s Academic Success Centers to align support to the university’s mission and initiatives. The Technology Commons manager in charge of managing the marketing for the Technology Commons, including the website, social media, etc. This position is also tasked with working with vendors as part of campus personal computer purchasing program; this includes setting the campus standard for computer purchasing. Position leads and/or works on projects in the ITDS team as well as projects at the division or university level. Position is responsible for recording and reporting on projects, incidents, service requests using Team Dynamix and our Cherwell Service Desk application. The position serves on various committees and groups involved with defining standards and future directions such as Writing and Learning Commons and Math Tutoring Center Advisory Council, One Stop Coordination Meeting other initiatives/committees as requested by director.

The position serves as a liaison between clients, especially students, and the Division of IT; this includes working with various project groups, committees, and departments within the University and division including sitting on the Change Approval Board (CAB) and Curative Analysis Committee. Position often makes decisions that can affect ITDS team, IT Division or large parts of institution; and affects university faculty and staff. Position plans, implements, and provides oversight for the Technology Commons and manages the relationship between the operation and the customer/user. Researches and follows industry trends and technologies in order to recommend, provide, and sustain services that enhance business operations and processes. Oversees customer incident/service requests and acts as liaison between IT technicians and customer in order to serve as point of escalation for customer issues. Works with clients to bring projects into and through the IT governance processes.

Minimum Qualifications

•Minimum education: Bachelor’s degree in a related professional field
•2-4 years’ work experience in Information Technology or a related field, with at least 2 years management experience

Preferred Qualifications

•Preference will be given to applicants with a Master’s degree in a related professional field
•3-5 years of work experience in an IT or related field with at least 2 years management experience
•The ideal candidate will be skilled and knowledgeable in the responsible usage of Facebook, Instagram, Twitter, YouTube EDU, WordPress and others.
•Understanding of mobile technology support needs, and video conferencing technology
•Professional experience in a university environment
•Experience with project management principles and processes
•Ability to network easily with University and external constituents
•3D printing experience/knowledge and how it relates to academia
•Knowledge of Project Management (PM) and PM methodologies
•Strategic and creative thinking with proven problem-solving capability
•Experience presenting to large groups
•Strong interpersonal and communication skills with demonstrated experience working with business/functional organizations
•Strong willingness to learn new technologies
•Ability to lead cross-functional teams and enterprise-wide programs across both internal and external organizations
•Demonstrated ability managing projects and programs
•Strong interpersonal and communication skills and the ability to work within a wide range of functional teams, with a committed desire for customer service
•Attention to detail
•Knowledge of Information Technology (IT) and IT business processes
•Able to handle multiple projects, tasks, assignments concurrently
•Experience and understanding of Windows and Mac operating systems
•Excellent knowledge of wireless devices and how they work
•Ability to interact with clients in a professional and courteous manner in order to insure the client is given the appropriate solution if known, or their issue is correctly delegated to the appropriate area
•Excellent verbal, written and presentation communications skills
•Demonstrated commitment to collaborative decision-making
•Ability to handle high stress environments and clients
•Solid organizational and strong time management skills
•Progressive experience working with:
•Ticket Tracking Software such as Cherwell
•Project Management software such as Team Dynamix

Position TypePermanent Full-TimeNumber of Hours Per Week40Number of Months Per Year12 Posting Text

Open Date06/25/2019Close DateOpen Until FilledYesSpecial Instructions to Applicants

To be considered, you must apply online. Please include a resume, cover letter and a list of professional references to complete the application process.

For questions or additional information, please contact Zach Phillips, zachphillips@email.wcu.edu

Background/E-Verify

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.

Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Proper documentation of identity and employability are required at the time of employment.

Credential Verification

All new employees are required to have listed credentials/degrees verified within 30 days of employment. All new employees who will be teaching are required to provide official transcripts within 30 days of employment. Transcripts should be provided for the highest earned degree and/or the degree which is being used to satisfy credential/qualification requirements.

AA/EOE

Western Carolina University is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, and veteran status, consistent with applicable federal, state and local laws, regulations, and policies, and the policies of The University of North Carolina. Additionally, the University promotes the realization of equal employment opportunity for minorities, women, persons with disabilities, and veterans through its affirmative action program.

Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at jobs@email.wcu.edu.

University Safety

The Western Carolina University Annual Safety Report is available online at University Annual Safety Report or in hard-copy by request at the office of the Vice Chancellor for Student Affairs, 114 Scott, Cullowhee, NC 28723 (828-227-7234) or the Office of University Police, 111 Camp Annex, Cullowhee, NC 28723 (828-227-7301). The report, required of all universities participating in Title IV student financial aid programs, discusses crime statistics, procedures for reporting suspicious or criminal activity, security, police authority, crime prevention strategies, university policies on substance abuse and sexual offenses, workplace violence and fire safety.

Applicant DocumentsRequired Documents

1. Cover Letter/Letter of Application
2. Resume
3. List of references

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * How did you hear about this employment opportunity?
   • HigherEdJobs.com
   • Inside Higher Ed
   • HERC - Higher Education Recruitment Consortium
   • Website - Jobs.wcu.edu
   • Indeed.com
   • Personal Referral
   • Agency Referral
   • Other