Infrastructure Support Operations Manager
Job Description
Posting Number
PG193729EPInternal Recruitment
NoWorking Title
Infrastructure Support Operations ManagerAnticipated Hiring Range
$85,000 - $90,000Work Schedule
M-F 8-5; After hours as neededJob Location
Raleigh, NCDepartment
Communication TechnologiesAbout the Department
Communication Technologies (ComTech) is a division of OIT – The Office of Information Technology. ComTech is dedicated to providing communication services to the entire NC State University community. Our department offers a range of services including telephony, wired, wireless, and secured networks. We are proud to serve a growing academic population of over 36,000 students and more than 8,000 faculty and staff.
This premiere enterprise network includes over 102,000 network ports and more than 9,000 wireless access points, 16,000 phone lines and more than 1,000 life safety lines. As the network and telephony service provider for NC State University, ComTech is responsible for designing, maintaining, and supporting the data and voice infrastructures, critical facilities and associated components.
We are committed to providing the highest level of service to our university community and continuously seek ways to improve our offerings.
Essential Job Duties
The Infrastructure Support Operations (ISO) Manager is responsible for the leadership, management, and oversight of the ISO staff supporting a 24×7×365 environment at NC State University. This unit is tasked with monitoring and providing continuous support for the university’s critical IT facilities, enterprise services, networks, and financial job streams. The Operations Manager will implement and refine operational processes, ensuring the security, availability, and reliability of critical university services.
This position is primarily on-site.
This position is primarily on-site.
The major duties of this position include:
- Supervise a team of IT operations personnel, ensuring 24×7×365 staffing and coverage for monitoring and support activities. Develop staff schedules to ensure optimal coverage during holidays, weekends, and off-peak hours.
- Develop, document, and implement standardized operational processes
- Oversee all administrative responsibilities including time approval, performance reviews, recruiting and hiring, and disciplinary procedures.
- Coordinate incident response efforts, including troubleshooting, escalation, and documentation of incidents affecting the university’s IT operations.
- Identify and implement improvements in monitoring systems, processes, and tools to continuously optimize performance.
- Provide regular reports on operational performance including analysis of trends and recommendations for improvements.
- Align IT operations with strategic objectives and organizational priorities. Work closely with peer managers and departments to ensure secure operation of critical facilities and enterprise services.
Other Responsibilities
- Other duties assigned.
Minimum Education and Experience
- Master’s degree; or Bachelor’s degree with zero – two years of relevant experience; or an equivalent combination of education, training and relevant experience.
- 2-3 years successful management experience and leadership of an IT team.
Other Required Qualifications
- 2-3 years successful management experience.
- Experience with enterprise-level monitoring systems, incident response, and critical service management.
- Ability to create clear and concise documentation to be utilized by all technical levels.
- Strong leadership, communication, and organizational skills.
- Ability to work in a high-pressure environment and manage multiple priorities.
Preferred Qualifications
- Experience with 365×24×7 shift work in a team-oriented, collaborative environment.
- Understanding of ITSM and/or ITIL certification.
- Experience with network and critical facility monitoring.
- Experience with incident handling applications, such as ServiceNow.
- Familiarity with Google Suite applications.
- Understanding of Asset Management systems and processes.
- Working knowledge of networking.
Required License(s) or Certification(s)
N/A
Valid NC Driver's License required
YesCommercial Driver's License required
NoJob Open Date
10/15/2024Anticipated Close Date
Open until filledSpecial Instructions to Applicants
Along with your completed application, please include a resume.
Position Number
00040171Position Type
EHRA Non-FacultyFull Time Equivalent (FTE) (1.0 = 40 hours/week)
1.0Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Hazardous Material Incidents, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure, Mandatory - Threats of Violence/Terrorism/Interpersonal Emergencies, Non Mandatory - Emergency EventDepartment ID
516201 - DC Operations & InfrastructureAA/EEO
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 are welcome to contact 919-515-3148 to speak with a representative at the Office of Equal Opportunity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
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.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
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.
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