IT Operations Manager, Business Services Division

University OverviewThe University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.Posted Job TitleIT Operations Manager, Business Services DivisionJob Profile TitleInformation Technology Project Leader SeniorJob Description SummaryReporting to the Senior IT Director for the Division of Business Services, this position is a vital member of the Business Services IT Team (BSD IT). The primary responsibility is to lead the Division’s IT Operations team, which supports 375 users/devices across 15 business units.The IT Operations Manager directly supervises the division’s two Senior IT Support Specialists and collaborates with two systems administrators who manage the division’s core system and security responsibilities. They also interface with the division’s four Senior Business Systems Analysts, with various IT responsibilities for their assigned departments. The IT Operations Manager also serves as a technical lead on projects and develops processes and procedures supporting document standardization, reporting, and communications.Job DescriptionJob Responsibilities• Lead and manage the IT support team, evaluate performance, ensure timely and accurate customer service, and support the division’s Fifteen different businesses.• Lead and manage the development and maintenance of supported applications, processes, and procedures documentation.• Manage help desk workflows efficiently while maintaining standards and best practices throughout the technical support process.• Collaborate with the BSD IT Systems and Security team to support the University’s SecureIT Program and assist with developing future projects and initiatives.• Engages with Sr. Business Systems Analysts across the division to support their business-specific applications and workflow.• Serve as a point of escalation for the Sr. IT Support specialists, to help diagnose and resolve complex technical problems with computing hardware, software, and networks.• Participate in activities and exercises supporting data protection, privacy, and security across the division, such as the annual Security and Privacy Impact Assessment (SPIA) and Vendor Security Technical Assessment and Risk (VSTAR) assessment.• As needed, support the division’s compliance requirements--such as Payment Card Industry (PCI)standards.• Participate in various BSD projects and campus technology teams and occasionally lead projects and groups.• Attend conferences and seminars and complete internal and external training programs to develop and improve project management, interpersonal, and technical skills.• Other duties and responsibilities as assigned.QualificationsA bachelor’s degree with 3 to 5 years required, 7 to 10 years of experience strongly preferred, or an equivalent combination of education and experience.• Technical Support Skills: Experience supporting Windows, Mac, and mobile platforms is required. Experience with information security and endpoint management services is preferred. Strong troubleshooting skills to diagnose and resolve technical issues.• Customer Service and Communications: This role requires strong customer service skills and excellent interpersonal and communication skills, both written and oral. An ability to present technical materials clearly to both technical and non-technical audiences is also required.• Teamwork and Confidentiality: Candidates must be self-motivated and able to work independently and as part of a team. The ability to learn, adapt, and support new technologies efficiently and effectively is required. Candidates are also required to maintain confidentiality of sensitive materials.Preferred• Experience in an academic computing environment.• Experience with information security services - CrowdStrike experience desirable.• Experience with endpoint management services - JAMF experience is desirable.• Experience with Freshdesk is beneficial.About The Division Of Business ServicesThe Business Services Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment by providing mission-critical services and essential operations. BSD’s mission is to provide high-quality service in a fiscally responsible manner. Currently, the Division is focused on three major initiatives:• Revenue growth/retention through improved marketing efforts, extended services, and the development of new distribution channels.• Driving productivity for the Division and its customers through the better use of technology.• Enhancing service offerings through upgrades and expansions of facilities.For more information about BSD, visit: https://www.business-services.upenn.eduJob Location - City, StatePhiladelphia, PennsylvaniaDepartment / SchoolBusiness ServicesPay Range$74,476.00 - $136,000.00 Annual RateSalary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.Affirmative Action StatementPenn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.Special RequirementsBackground check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.University Benefits• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay