How to Apply
A cover letter and resume are required. The cover letter must be PAGE 1 of your resume and should:
- Specifically outline the reasons for your interest in the position
- Outline your particular skills and experience that directly relate to this position and
- Include your current or ending salary
Starting salary may vary depending on qualifications and experience of the selected candidate.
Information and Technology Services (ITS) Support Services at the University of Michigan has a hiring opportunity for a Service Center and Operations Manager. The manager will oversee multiple teams that focus on support of learning management systems as well as management of identity and account records including passwords/authentication and elevated access authorization. The teams’ functions include business systems analysis, operations and front-line support for the campus community.
This position is part of a leadership and management team for the ITS Service Center and reports to the Assistant Director, Service Center and Operations. This leadership team is responsible for:
- a Tier I operation that supports faculty, staff and students using a wide variety of technologies from network connectivity to enterprise administrative systems
- an operations team managing elevated access to ITS systems and services
- an integrated Tier I - II group, being formed to improve initial support for more than 15,000 campus users of our desktop support service
The manager works collaboratively with the ITS Service Center leadership team, and across ITS, to set operational priorities that are aligned to ITS and university goals and strategy. Responsible for daily management and continuous improvement of operations: staffing and staff development; team budget/expenses; process review and improvement; and maximizing the value from support tools. A strong foundation of process execution and improvement is required, coupled with a keen focus on delivering IT services that will make our end users more effective and advance their missions.
For more information about the department of ITS, please visit our website: http://www.its.umich.edu/
While not limited to the items below, the key responsibilities of the Service Center and Operations Manager include the following:
- Build relationships with colleagues in ITS and across campus, key stakeholders and end users to ensure that goals for service quality and end user productivity and satisfaction are understood and exceeded.
- Identify opportunities to improve service delivery and operations, based on analysis of performance metrics and other information sources. Lead planning and execute initiatives.
- Provide recommendations and collaborate in strategic planning and setting of overall service and technical direction for the department.
- Collaborate to set vision and strategy for the team; enroll others in the vision and use leadership skills to help team members and colleagues navigate through change.
- Recruit, train, coach and mentor Service Center analysts including career development.
- Manage the day-to-day operations of the team resulting in workload equity, compliance with standards and services and deliverables that provide consistency and dependability in meeting customer and organizational expectations.
- Develop staffing plans and schedules, proposals, and budgets resulting in effective planning and appropriate use of funds and resources.
- Oversee Service Center requests, incidents and problems, monitoring and managing support queues to ensure timely issue resolution and high-quality customer service.
- Oversee documentation of the teams’ processes, knowledge base and self-service capabilities for the faculty, staff and students we support.
- Apply Workforce Management tools and methods to scale staffing levels and meet goals for coverage of work shifts, customer and staff satisfaction, efficiency and costs.
- Ensure effective communications about normal operations and exceptions that impact services and projects and escalate appropriately.
- Act as an escalation point for support issues. Determine root cause of recurring issues and communicate impacts appropriately. Manage and coordinate urgent and complex support issues.
- Provide regular and ad-hoc reporting on key performance indicators, trends and performance against service level expectations.
- Develop and improve processes.
While not limited to the following, in this role the successful candidate will be expected to demonstrate the following organizational competencies:
QUALITY SERVICE - Focus efforts on fulfilling customer expectations by seeking insight into customer needs and developing solutions that provide value for the customer. Develops and maintains a strategic relationship and partnership with customers based on in-depth knowledge and understanding of the customer’s objectives and business. Evaluate policies to ensure effective customer service. Fosters collaboration and breaks barriers, which impede good service delivery.
CREATIVE PROBLEM SOLVING - Implement complex changes and problem solutions. When faced with obstacles or uncertainty, is able to reassess situation, make adjustment and move forward in a positive way. Ensure the development and implementation of change management strategies when implementing innovation and/or problem resolution. Considers the political environment when solving problems and implementing change.
LEADERSHIP AND ACHIEVEMENT ORIENTATION - Checks for understanding and provides resources and guidance consistent with the task in relation to the individual’s ability. Accomplish objectives despite challenges and/or setbacks. Articulate clear compelling vision of changes that are required. Remains calm, provides a stabilizing influence during change and transition. Identify strengths, weaknesses, threats and opportunities for the organization/unit.
COMMUNICATIONS - Demonstrates advanced communication skills, reflecting sensitivity to tone, audience and organizational and unit politics. Delivers presentations tailored to the level and type of audience.
- Bachelor’s degree or equivalent combination of education, certification and experience. Preferred in computer science, business computing or a related field.
- A minimum of five (5) years of management experience that includes recruiting, mentoring, career development and performance management, leadership and or team building.
- A minimum of eight (8) years in IT, customer service or other relevant operations settings.
- Demonstrated experience in roles requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting and working independently.
- Demonstrated experience required with development, implementation and improvement of processes
- Demonstrated proficiency with current computer technologies and applications like tools for documents, spreadsheets, presentations and collaboration.
- Demonstrated ability to comprehend and integrate projects into overall department and organization direction.
- Demonstrated experience with IT support tools and practices.
- Demonstrated experience fostering relationships with end users and being a champion of service excellence.
- Proficient experience managing cultural and/or organizational change.
- Demonstrated experience with IT service desk processes including management of incidents and knowledge.
- Working knowledge of service center technologies such as telephone systems and ticketing systems, like ServiceNow or others.
- Relevant training and certification such as HDI Support Center manager, ITIL certification or other service center or service management training.
- Experience with infrastructure and platform technologies such as Google, Exchange, networking, Windows Server, etc.
Work Schedule & Locations
Punctual, regular, and consistent attendance is required. Work schedule is primarily based on business hours with some flexibility required for extended-hours operations and responsiveness to urgent situations outside regular hours. Primary work location will be on-campus; will require occasional travel to various campus locations.
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more at https://hr.umich.edu/benefits-wellness
- The University of Michigan is ranked No. 2 public university in the United States and 27th overall in a survey announced 09/27/2017 by The Wall Street Journal and Times Higher Education.
- The University of Michigan maintained its ranking as the No. 4 public university in U.S. News & World Report's 2018 annual list of the nation's best undergraduate colleges and universities.
- The University of Michigan was featured as one of the "Great Colleges to Work For" in the 2017 Chronicle of Higher Education.
- The University of Michigan is ranked No. 3 by Money Magazine’s “Best Colleges for Your Money 2017/2018" which evaluated 711 higher education institutions on 27 factors within three broad categories: educational quality, affordability and alumni success.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.