Manager, Nanook Technology Support Services

Are you a dynamic and experienced IT professional with a passion for leadership and service excellence? Are you detail-oriented and observant with exceptional troubleshooting skills? UAF's Nanook Technology Services, NTS, seeks a forward-looking manager to lead the NTS Technology support services team of professional and student employees. TSS is a second tier support unit serving UAF and UA students, faculty, and staff focusing on delivering value and improving the customer experience.

THIS WILL BE A RANGE RECRUITMENT FOR AN IS MANAGER 3 OR 4, DEPENDING ON THE EDUCATION AND QUALIFICATIONS OF THE SELECTED FINALIST.

The Technology Support Services team is responsible for end-user computer support including remote endpoint management. The TSS Manager provides leadership and mentors the team, fostering culture of growth and continual improvement. The TSS manager thinks ahead and anticipates user impact due to planned or unplanned changes and devises tactics to minimize risk and service disruptions. The TSS Manager engages across the UAF community to build relationships and facilitates communications across unit boundaries.

The TSS Manager partners with the Systems Office, Office of Information Technology to ensure expectations are established and met regarding shared services. Metrics and analytics are developed to monitor performance of the service management processes, findings and recommendations are routinely communicated to key stakeholders. The TSS Manager playa a key role ensuring effective and efficient delivery of IT services that enable the learning, teaching and administrative missions of the university.

To thrive in this management role, you have strong leadership skills and are detail-oriented. You have worked in an environment that leverages IT service management practices such as ITIL. You have expert level technical skills and are able to manage end-user hardware, software, device and cloud-services requirements. You are willing and confident working in both MS Windows and Apple OS environments.

You have demonstrated expertise in remote device management. You have the experience and realize the benefit of defining and implementing standard processes. With analytical thinking, you devise, monitor and report meaningful metrices to ensure performance standards are being met. With an eye toward continual improvement, you look for opportunities to optimize and improve processes fostering a collaborative and inclusive culture that encourage innovation and excellence.

You have a growth mindset and inspire and mentor staff through positive role-modeling and professional development . You are passionate about helping people succeed and improving the customer experience.

Inclusion and diversity are core values  are interested in candidates with demonstrated experience engaging in an inclusive environment who passionate about helping people from diverse backgrounds be successful.

If this sounds like you, please include a one-page Cover Letter describing how your background and qualifications are a fit for this position, in addition to your Resume, References and on-line Application!

Minimum Qualifications:

IS Manager 3 - Master's degree in a relevant field (i.e. Information Technology or other related field) and 5 years progressively responsible experience, or an equivalent combination of training and experience.

IS Manager 4 - Master's degree in a relevant field (i.e. Information Technology or other related field) and 7 years progressively responsible experience, or an equivalent combination of training and experience

Position Details:

This position is located on the Troth Yeddha' campus in Fairbanks, Alaska. This is a full-time, exempt staff position complete with both a competitive salary and full employee benefits package. UA provides a generous compensation package that includes retirement options, annual leave, 12 paid holidays per year, tuition waivers for employees and family members, and affordable medical, dental and vision care coverage.

New hires will be placed on the UA Staff Salary Schedule, Grade 83 (IS Manager
3), or Grade 84 (IS Manager
4), based on education and experience.

Applic…