Information Technology Service Management (ITSM) Program Manager
University of Maine System
July 24, 2018
High $40's to low $60's
Full Time - Experienced
Full Time, Regular, Exempt Position
The University of Maine System seeks to hire an Inforamtion Technology Service Management (ITMS) Program Manager. The work location is in Augusta, ME on the campus of the University of Maine at Augusta.
Primary Purpose of Position:
This position is responsible for US:IT’s ITSM program, to include education, consultation, and operational aspects of the principles of Service Operation “ITIL”, to also include the operation of US:IT’s primary call center service desk. Responsibilities include the implementation, monitoring, process improvement, and reporting of the unified approach of Incident Management, Problem Management, Request Management, and other operational aspects of within the ITIL framework. The position will lead the team, in collaboration with other US:IT service providers and cross-functional teams, to shift the culture towards a service management approach.
Manages departments’ staff, including IT Analysts, and direct support staff.
Coordinates with stakeholders within US:IT on ITSM approach proving consultation where appropriate.
Coordinates with US:IT to prepare budget requests and supervises expenditures for department.
Leads operational aspects of ITSM Service Operation activities.
Provides formal reporting, to include ticket counts, phone calls, etc. to provide US:IT with a data-driven view of the work.
Actively participates in higher ed industry ITSM groups to help align US:IT’s approach to best practices.
Coordinates with other University Services IT providers to ensure appropriate and high-performing delivery of services to the campus.
Perform other duties as may be assigned by the supervisor.
Non-essential Duties: None
Supervisory Responsibilities: None
Reporting Relationship: Director of Client Services
Knowledge, Skills and Abilities
Strong background in ITSM such as ITIL.
Demonstrated ability to be a critical thinker through the use of process, documentation, and reporting.
Ability to lead and manage a team of IT staff providing a wide variety of services.
Strong customer service and end-user focus
Ability to communicate effectively, both orally and in writing.
Ability to build and maintain relationships with peers, faculty and staff, as well as outside vendors.
Ability to perform technical tasks required for in-person computing troubleshooting and consulting, assist with technology acquisition and selection, management of local IT resources in conjunction with remote service providers, participate and guide the support of emerging local needs.
Assesses and balances the interests of a variety of clients; readily adjusts priorities to respond to pressing and changing client needs.
Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and department problems.
Builds and maintains relationships with campus faculty and staff
Identifies efficient, cost effective approaches to integrate technology and improve program effectiveness; accommodates technological changes by adjusting workflow and procedures.
Communicates effectively orally and in writing.
Based on the qualifications and experience of the successful applicant, the salary range is high $40's to low $60's plus a 10% employer contribution to the UMS retirement plan. Additional benefits include medical, dental, vision, and tuition waiver programs for employees and dependents. The UMS is a recipient of the Wellness Councils of America’s Well Workplace Award and offers wellness programs.
Review of applications begins immediately. To ensure full consideration, materials should be submitted by August 6, 2018. Materials received after that date will be considered at the discretion of the University. Materials must be submitted via “Apply For Position.” You will need to create an applicant profile, complete an application (which includes contact information for three professional references), and upload a cover letter and a resume/curriculum vitae which fully describes your qualifications and experiences with specific reference to the required and preferred qualifications. You will also need to complete the affirmative action survey, the self-identification of disability form, and the self-identification of veteran status form.
The successful applicant is subject to appropriate background screening.
All UMS employees are required to comply with applicable policies and procedures, as well as to complete applicable workplace related screenings, and required employee trainings, such as Information Security, Safety Training, Workplace Violence and Sexual Harassment.
The University of Maine System is an EEO/AA employer, and does not discriminate on the grounds of race, color, religion, sex, sexual orientation, including transgender status and gender expression, national origin, citizenship status, age, disability, genetic information or veteran’s status in employment, education, and all other programs and activities. The following person has been designated to handle inquiries regarding non-discrimination policies: Sarah E. Harebo, Director of Equal Opportunity, 101 North Stevens Hall, University of Maine, Orono, ME 04469-5754, 207.581.1226, TTY 711 (Maine Relay System).
3+ years of IT industry experience including supervisory responsibilities.
Undergraduate degree or combination of equivalent relevant experience and education.