IT Operations & Support Manager, IITS
Salary undisclosed
Checking job availability...
Original
Simplified
- This position is for Office of Integrated Information Technology Services (IITS).
- Provide direction, manage and oversee the IT operations & support team, ensuring effective user support, high level of service delivery and continuous professional development.
- Monitor system performance, troubleshoot issues, and ensure timely resolution of support tickets.
- Manage vendor performance and service level agreements.
- Administer and configure EdTech solutions, and run regular maintenance for optimal capacity management practices.
- Develop test plan and oversee testing activities before implementation of new changes/solutions.
- Collaborate with cross-functional teams to ensure successful project delivery.
- Design and enforce operation guidelines and best practices, to meet compliance, security and regulatory requirements.
- Prepare and manage the IT operations budget and ensure cost-effective and efficient use of IT assets and services.
- Lead the planning, study and experiment of new EdTech solutions and change management efforts to ensure smooth transitions during solution implementations.
- Stay abreast of new trends and innovations in technology and education.
- Other duties as assigned.
- Education:
- Bachelor's degree preferably in Information Technology, Computer Science, or a related field.
- Experience
- Minimum of 8 years of experience in IT operations and support role.
- Proven experience in IT operations, technology tools implementation and user support management.
- Technical
- In-depth knowledge of Learning Management System and commonly used EdTech Tools' administration and configurations.
- Ability to diagnose and resolve IT operation issues efficiently and effectively.
- Data analytic skills to study EdTech solutions usage pattern and understand issues related to user support tickets.
- Software testing skill to conduct quality checks before solutions implementation
- Management & Communication
- Proficiency in planning and executing IT projects to ensure they are completed on time and within budget.
- Ability to manage and motivate a team of IT support engineers.
- Excellent verbal and written communication skills to interact with internal and external stakeholders.
- Service-Oriented mindset to ensure delivery of high-quality user support service and achieve good customer satisfaction rating.
- Adaptability & Learning
- Ability to adapt to new technologies, fast updating of skills and knowledge, to meet the demand of a rapidly evolving EdTech landscape.