Manager of Technology Operations

Key Responsibilities

• Provide technical leadership for endpoint, server, virtual, and cloud environments, personally performing hands-on configuration, troubleshooting, maintenance, and remediation for complex or high-impact systems.
• Lead and directly contribute to system integrations, upgrades, migrations, and security initiatives, ensuring services are not compromised during implementation.
• Serve as a senior technical authority for diagnosing and resolving complex issues that exceed routine support capabilities.
• Define, document, and enforce technical standards, procedures, and operational policies to ensure consistency, security, and long-term sustainability.
• Maintain direct responsibility for help desk operations supporting Finance users. Perform hands-on help desk support, including direct ticket resolution, advanced troubleshooting, and user assistance for complex or sensitive issues.
• Model best practices in documentation, communication, and customer service, setting expectations for the support team.
• Oversee daily technology operations to ensure systems and services meet availability, security, and performance expectations. Monitor service desk metrics, incident trends, and recurring issues; perform root cause analysis and drive continuous improvement.
• Ensure service level agreements (SLAs) and customer experience expectations are met or exceeded. Ensure compliance with institutional policies, security standards, and regulatory requirements.
• Supervise, mentor, and provide technical leadership to Computer Support Specialists and Computer and Server Technology Specialists. Plan and prioritize work assignments, balancing operational needs, project deadlines, and hands-on workload.
• Identify current and future skill needs; develop and support training and professional development plans to maintain appropriate expertise across the team.
• Participate in strategic planning related to technology services, infrastructure modernization, security, and service delivery. Collaborate with Finance leadership, Central IT, vendors, and campus partners on cross-functional initiatives.
• Contribute to budgeting, cost analysis, and resource planning for technology operations and projects. Engage stakeholders on complex technology needs, recommend solutions, and support adoption of systems and tools.

Required Qualifications

• A Bachelor's degree from an accredited institution of higher education OR an equivalent level of training, certifications and experience.
• Extensive experience providing supervision and guiding technical support staff in a help desk or related role and managing a help desk ticketing system in a higher education setting.
• Experience in training and coaching team members to ensure appropriate types and levels of skills are maintained.
• Extensive experience overseeing all technology resources for a vast number of users at all levels of the organization across many departments.
• Demonstrated ability to facilitate a positive end user experience with timely communication and follow up on technology support issues through a variety of channels (in person, phone, email, etc.).
• Experience with server and network technologies, and advanced system administration and security tasks in a Windows or Mac operating system environment.
• Ability to lead and work on multiple projects simultaneously, independently prioritize tasks, and meet project deadlines.

Preferred Qualifications

• Experience setting and monitoring key performance indicators and service level agreements.
• Experience with remote management software (Microsoft SCCM, IBM, BigFix, etc.).
• Experience with advanced system administration tools (Microsoft MDT, PowerShell, etc.).
• Experience in Microsoft Intune.
• Demonstrated experience troubleshooting and utilizing problem analysis techniques.