IT Client Support Manager III

Job Title IT Client Support Manager III Position Number 500518 Vacancy Open to All Candidates Department AFH IT Client Engamnt and Supp Department Homepage https://itcs.ecu.edu/ Advertising Department ITCS CLIENT ENGAGEMENT AND SUPPORT Division Administration & Finance Classification Title IT Client Support Manager III Working Title IT Client Support Manager III Number of Vacancies 1 Full Time Equivalent (FTE) 1.000 Full Time or Part Time Full Time Anticipated Recruitment Range. Salary offered may be outside of this range as impacted by budget, UNC salary administration, and/or candidate qualifications. $102,592 - $113,169 Position Location (City) Greenville Position Type Non-Faculty Job Category Non-Faculty Information Technology Organizational Unit Overview

Information Technology and Computing Services (ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments.

ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

Client Engagement and Support aids and collaborates with students, faculty, and staff across campus to provide IT services and resources. This unit delivers leadership and support for educational technologies that includes learning management systems; audiovisual (A/V) and videoconferencing technology within classrooms and conference rooms - coupled with telemedicine support; device (computer) support for students, faculty and staff; campus computer labs; enterprise research application tools; augmented/virtual reality solutions (AR/VR); and other emerging technologies. This unit also delivers project management, communications, and technical instruction to ensure IT and University projects and services are delivered successfully while keeping the ECU campus community informed of the latest IT technologies, tools, upgrades, and initiatives available to the university.

By providing leadership in all façades of technology we aim to improve the teaching, learning, research, and distance education experience across the institution. Our staff prides itself with supporting the campus community by providing relevant and up to date technology training, and to ensure we are adhering to and executing on the best practices of securing institutional data, IT Accessibility, and integrating Universal Design for Learning.

Client Engagement and Support consists of the following teams: Learning Technologies Implementation and Support (Administration and Support, and Training, Development and User Education); A/V Design and Engineering; Desktop Engineering (DTE); Client Services and Support (A/V Services and Support, Research and Multimedia Services, Communications & Online Content Management, and IT Asset Management); Project Management Office; Service Management (Pirate Techs

• Service Desk (SD), Pirate Techs

• Technology Support Centers (TSC), Desktop Technologies Support East (DTSE), Desktop Support West (DTSW), Labs & Advanced Technologies, ITSM | PPM Services and Support, and Coastal Studies Institute (CSI)).

Job Duties

• Management

• Provide oversight and management to a technical team of staff providing AV project and consulting support to campus constituents. This involves, mentoring and supervising the AV Design and Engineering team, reviewing project goals, plans, and progress on large construction, remodeling and refresh projects, and other work.
  
  This requires staying up to date on the status of projects and technology being used in general classrooms, global classrooms, teaching labs and departmental spaces, working with advanced staff to identify and resolve potential issues. Guiding the team to develop plans to resolve complex campus wide technical issues and ensuring project managers keep project documentation and status up to date for all projects to ensure they stay on track.

• Budget

• Throughout the year, review College and departmental requests for AV technology to determine if practical and the required budget to meet College's expectations. Bid and manage these projects through completion.
  
  Provide a campus strategic plan of generally scheduled classrooms to determine rooms in need of new or updated technology and the budget required to bring them up to ECU's AV standard. Seek approval of these projects through IT Governance committees and manage budget and projects to completion.

• Planning

• Stay up to date on AV, lecture capture, and video conferencing technology trends to ensure interoperability with user owned equipment and equipment continues to meet the needs of campus constituents. Maintain a technology life cycle plan and metrics to ensure equipment is reaching its life expectancy while monitoring the mean time before failure expectancy to manage a minimum class down time. Extensive planning includes video conferencing, departmental classrooms and general classroom AV, lecture capture, and future AV installations.

• Technical Leadership

• Requires being a leader of AV, video conferencing, and lecture capture technology trends and the development in the industry to determine how it will affect technology at ECU. Provide technical leadership to campus AV teams and stakeholders to ensure an understanding of AV technology integration, capabilities, and user needs.
  
  Lead a team of professionals to ensure their individual and group work maintains a high level of success by ensuring projects and tasks are distributed in a well thought out manner. Support staff innovation and creativity in finding answers to technology challenges and solving problems. Develop standards for the campus by working with campus committees and other technical leaders to ensure buy in and technology success.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.

Minimum Education/Experience

Bachelor's degree and 4 years of relevant experience or equivalent combination of education and experience. A minimum of 1 year of supervisory experience is required.

License or Certification Required by Statute or Regulation

NA

Preferred Experience, Skills, Training/Education

• Bachelor's degree in information technology, engineering, telecommunications, computer science, or other discipline related to the area of assignment and four years of progressive experience in the field of information technology

• CTS-D Certified Technology Specialist Designer - a specialty credential for certified CTS professionals who design audiovisual systems.

• Extron Experience

• Crestron Experience

Special Instructions to Applicant

East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.

Applicants must be currently authorized to work in the United States on a full-time basis.

Additional Instructions to Applicant

In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents. Additionally, applicants that possess the preferred education and experience must also possess the minimum education/experience, if applicable.

Job Open Date 06/06/2024 Open Until Filled Yes Job Close Date

• Positions will be posted until 11:59 p.m. EST on this date.
  
  If no closing date is indicated, the position may close at any time after the initial screening date.
  
  Initial Screening Begins 06/20/2024 Rank Level Quick Link for Direct Access to Posting https://ecu.peopleadmin.com/postings/71690 AA/EOE

East Carolina University is an equal opportunity and affirmative action employer and seeks to create an environment that fosters the recruitment and retention of a more diverse student body, faculty, staff and administration. We encourage qualified applicants from women, minorities, veterans, individuals with a disability, and historically underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the Department of Human Resources at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.

Eligibility for Employment

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.

ECU 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.

Office of Human Resources Contact Information

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.