Description

Are you a dynamic and experienced IT professional with a passion for leadership and service excellence? Are you detail-oriented and observant with exceptional troubleshooting skills? UAF's Nanook Technology Services, NTS, seeks a forward-looking manager to lead the NTS Technology support services team of professional and student employees. TSS is a second-tier support unit serving UAF and UA students, faculty, and staff, with a focus on delivering value and improving the customer experien

The Technology Support Services team is responsible for end-user computer support, including remote endpoint management. The TSS Manager provides leadership and mentors the team, fostering a culture of growth and continual improvement. The TSS manager thinks ahead and anticipates user impact due to planned or unplanned changes and devises tactics to minimize risk and service disruptions.  The TSS Manager engages across the UAF community to build relationships and facilitates communications across unit boundaries. The TSS Manager partners with the Systems Office, Office of Information Technology to ensure expectations are established and met regarding shared services. Metrics and analytics are developed to monitor performance of the service management processes, findings and recommendations are routinely communicated to key stakeholders. The TSS Manager plays a key role in ensuring effective and efficient delivery of IT services that enable the learning, teaching, and administrative missions of the university.

Inclusion and diversity are core values at UAF.  We are interested in candidates with demonstrated experience engaging in an inclusive environment who are passionate about helping people from diverse backgrounds be successful.

This position is located on the Troth Yeddha' campus in Fairbanks, Alaska.  This is a full-time, exempt staff position complete with both a competitive salary and full employee benefits package. UA provides a generous compensation package that includes retirement options, annual leave, 12 paid holidays per year, tuition waivers for employees and family members, and affordable medical, dental and vision care coverage. New hires will be placed on the UA Staff Salary Schedule, Grade 83 (IS Manager 3), or Grade 84 (IS Manager 4), based on education and experience.

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

 
The University of Alaska (www.alaska.edu) is an Equal Opportunity/Equal Access Employer and Educational Institution.  The University is committed to a policy of non-discrimination (www.alaska.edu/nondiscrimination) against individuals on the basis of any legally protected status.

 
The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Requirements

To thrive in this management role, you need strong leadership skills and attention to detail. You have worked in an environment that leverages IT service management practices such as ITIL. You have expert-level technical skills and can manage end-user hardware, software, devices, and cloud services requirements. You are willing and confident working in both MS Windows and Apple OS environments. You have demonstrated expertise in remote device management. You have the experience and realize the benefit of defining and implementing standard processes. With analytical thinking, you devise, monitor, and report meaningful metrics to ensure performance standards are being met. With an eye toward continual improvement, you look for opportunities to optimize and improve processes, fostering a collaborative and inclusive culture that encourages innovation and excellence. You have a growth mindset and inspire and mentor staff through positive role modeling and professional development. You are passionate about helping people succeed and improving the customer experience.