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Golisano Institute for Business & Entrepreneurship · 1 day ago

IT Operations Manager

Rochester, New York Metropolitan Area

Full-time

Onsite

Senior Level

7+ years exp

The Golisano Institute for Business & Entrepreneurship is seeking a passionate and collaborative IT Operations Manager to join their innovative technology team. This role focuses on managing IT operations, supporting users, and leading projects that enhance the Institute's technological capabilities.

EducationNon ProfitTraining

Hiring Manager

Sarah Billings

Responsibilities

Foster a collaborative relationship with our contracted MSP, ensuring exceptional service delivery that exceeds expectations

Provide enthusiastic, hands-on assistance in resolving technical challenges and service requests from faculty, staff, and students

Lead helpdesk activities with a focus on timely resolution and exceptional user experience, providing direct involvement and strategic oversight as needed

Proactively monitor and intervene on end-user tickets to ensure swift resolution and maintain high satisfaction levels with our third-party help desk provider

Collaborate with our MSP to maintain and enhance network physical layer infrastructure, ensuring robust connectivity throughout our facilities

Champion technology excellence for all auxiliary services, including campus store, dining services, and event management

Partner with event planners to deliver outstanding IT support for campus events, including innovative AV setups, online ticketing systems, and emerging technology solutions

Collaborate with the AVP of Technology to develop strategic project plans and maintain prioritization frameworks that align with Institute goals and timelines

Lead and oversee diverse IT projects across the Institute, from traditional infrastructure to cutting-edge AI implementations, ensuring on-time and on-budget delivery

Skillfully coordinate internal and third-party project resources, fostering teamwork and ensuring successful project outcomes

Provide clear, actionable progress reports and maintain transparent communication with stakeholders

Inspire and mentor a dynamic team of IT professionals, creating an environment where team members can grow and contribute to the institution's technological advancement

Cultivate a culture of collaboration, innovation, and continuous improvement within the IT department, where creative problem-solving is celebrated

Build strong partnerships with academic and administrative leaders to identify technology opportunities and deliver solutions that enhance teaching, learning, and institutional operations

Other initiatives as directed by Vice President of Operations and/or Senior Leadership

Qualification

IT operations managementMicrosoft technologiesProject managementEnd-user supportIT compliance knowledgeTeam leadershipTechnical supportProblem-solvingCommunication skillsCollaboration

Required

7+ years of IT experience, including at least 2 years in a role directly supporting end users in a professional capacity

2+ years of direct supervisory experience, with a track record of developing and inspiring team members

Hands-on expertise with IT operations, including installation, configuration, and maintenance of servers, networks, cybersecurity measures, and data storage systems, plus experience with system monitoring, backups, disaster recovery, and troubleshooting

Strong proficiency with Microsoft technologies, including Office 365 and Azure, with practical experience applying these tools in academic or complex organizational environments

Exceptional problem-solving abilities with the talent to communicate technical concepts effectively to non-technical stakeholders and successfully manage multiple demands and projects simultaneously

Knowledge of IT compliance requirements in higher education (such as FERPA) and experience developing risk management strategies to ensure compliance with legal and accreditation standards

Proven success working with external vendors and service providers to deliver high-quality technology solutions and services

Experience managing IT budgets and ensuring cost-effective resource use aligned with institutional priorities

Background supporting auxiliary services with technology including point-of-sale systems, inventory management, and event technology, ensuring seamless operations and integration

Ability to develop and implement comprehensive IT strategies that align with institutional goals and leverage emerging technologies to enhance educational delivery and operational efficiency