Alabama State University, Office of Technology Services, invites applications to fill the position, User Experience and IT Operations Manager.  The successful applicant will be responsible for overseeing the daily operations and strategic direction of the organization's user support services, including the Help Desk, Desktop Support, and Audio-Visual teams.  This role combines technical expertise with strong leadership skills to ensure efficient and effective IT support across the university.

Duties and Responsibilities:

• Provide strategic direction and oversight for the organization's user support services, including the Help Desk, Desktop Support, and Audio-Visual teams

• Develop and implement comprehensive IT strategies and roadmaps, aligning with business objectives and driving digital transformation

• Lead and manage a team of IT professionals, including supervisors, engineers, and analysts, to ensure exceptional user experience and efficient IT operations

• Foster a culture of innovation, continuous improvement, and customer-centricity within the IT function

• Manage complex IT projects and programs, ensuring timely delivery, quality, and budget adherence

• Develop and maintain key performance indicators (KPIs) and metrics to measure IT performance, user satisfaction, and service quality

• Collaborate with senior leadership to develop and manage the IT budget, ensuring alignment with business objectives and strategic priorities

• Ensure compliance with IT policies, security protocols, and regulatory requirements, maintaining a robust risk management framework

• Develop and maintain strategic partnerships with vendors, suppliers, and external partners to drive innovation and cost savings

• Recruit, develop, and retain top IT talent, ensuring a high-performing team with the skills and expertise to drive business success

   

Bachelor's degree in Information Technology, Computer Science, or related field and/or experience,  5+ years of experience in IT support or service management, strong knowledge of ITIL practices and service desk operations, excellent leadership and communication skills, experience with help desk software and ticketing systems, ability to manage multiple priorities in a fast-paced environment, 

Preferred Skills:

• ITIL certification

• Experience in higher education IT environments

• Knowledge of audio-visual technologies

• Project management experience

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