Support StaffPay Grade:
15Major Administrative Unit / College:
Information Technology ServicesDepartment:
Msu It Client Experience 40000843Sub Area:
APSA- Pro SupervisorySalary:
Salary Commensurate with ExperienceLocation:
Information Technology, Professional Supervisory- APSA, Full Time (90-100%), Union, Remote-Friendly
The MSU IT Client Experience department provides a broad range of support to campus including the Service Desk, ContactMSU, Workstation Support, ID Office, Tech Store, and Access Management as well as the Service Management Office. Reporting to the Executive Director for Client Experience, the SMO Manager contributes as part of the senior leadership team for Client Experience, driving change and improvement initiatives putting experience first to prioritize service to the MSU community.
The SMO Manager establishes and leads enterprise service management strategy, practices and operations for MSU IT including change management, request fulfillment, knowledge management, incident and problem management, asset and configuration management, and assessment and continual process improvement in collaboration with leadership and stakeholders. Working closely with service/process owners, colleagues, and stakeholders, the SMO Manager focuses on the objective of effectively delivering reliable and sustainable IT services. The SMO Manager leads, mentors, and coaches a team of 3-6 service management professionals as well as exercises influence across the organization to promote effective service management practices. The SMO Manager evaluates and applies ITIL principles relevant for the organization, promoting a culture of transparent review, assessment, and documentation to enable the organization to build confidence with stakeholders, minimize disruption, and communicate openly about expectations, status and progress.
Michigan State University (MSU) is a top 100 global university located in East Lansing, three miles east of the state’s capitol. The MSU community includes more than 12,000 faculty, academic and support staff, as well as 49,695 students. MSU offers an extensive benefits package to its employees including health care, prescription, and dental coverage, and a base retirement program with a University matching contribution, as well as basic life insurance. In addition, MSU offers educational benefits including a course fee courtesy program and educational assistance.
MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement.
Diversity, Equity and Inclusion (DEI) are essential elements, vital to the culture MSU Information Technology endeavors to cultivate. This includes providing opportunities and access for all people which incorporate differences of race, age, color, ethnicity, gender, sexual orientation, gender identity, gender expression, religion, national origin, migratory status, disability/abilities, political affiliation, veteran status and socioeconomic background.
Unit Specific Education/Experience/Skills
Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program; more than eight years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed, including experience overseeing large, complex or critical information technology projects; experience leading highly functioning teams and collaborating across the organization to achieve measurable results; or an equivalent combination of education and experience.
Experience leading cross-functional enterprise technology services; strategic planning; ITIL practices; BRM practices; system analysis; acquisition and portfolio alignment; developing support and governance models; technology and operational alignment to strategic priorities; portfolio evaluation and rationalization; vendor management.
Equal Employment Opportunity Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.
Required Application Materials
Resume and Cover Letter
Together-we-will StatementThe university is requiring all MSU students, faculty and staff to be vaccinated against COVID-19 with limited exceptions. Learn more at: https://msu.edu/together-we-will/
Three professional references knowledgeable of your work
Remote Work Statement
MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.
Bidding Eligibility ends on May 10, 2022 at 11:55 PM
Advertised: May 4, 2022 Eastern Daylight Time
Applications close: May 24, 2022 Eastern Daylight Time