IT Manager

Johns Hopkins Public Safety is seeking an IT Manager Client Services, who supports client endpoint devices (desktops, laptops, phones), various software applications, and access to centralized data storage repositories and services, as well as specialized JHPS software installations (video management, panic alarm, access control administrative console, etc.) and management of endpoints.

This position is responsible for managing and reporting enterprise ticketing software and will oversee desktop support and client services across all campuses including JHPS/JHPD personnel along with JHHS/JHU personnel with specialized JHPS IT software.

The IT Manager Client Services works with departmental administrative, academic leadership or senior JHPS leadership to develop and implement plans for service delivery in support of organizational operations.

Leads projects of varying complexity, which may include those requiring multi-disciplinary and vendor collaboration. Supervises frontline IT professionals, acting as a resource for staff including technical guidance, and may include hands-on responsibilities.

Specific Duties & Responsibilities

• Maintains relationships with customer base to better understand their needs and address organizational goals.
• Manages the customer relationship and satisfaction as well as adherence to service level agreements.
• Creates and promotes a culture of excellent customer service.
• Manages LAN Admins and oversees client service requests and incident requests.
• Establishes and oversees service ticketing system.
• Provides metrics on service response.
• Coordinates with JHU/JHHS IT regarding general computing services.
• Develops training and user support documentation.
• Provides input and recommendations to and/or formulates plans. Takes direction from leadership to implement those plans for the success of the unit.
• With an awareness of organization's needs as well as the larger technology landscape of the institution implements technology solutions that meet departmental needs.
• Helps establish budgetary goals and provides input towards priorities. May develop IT operations budget.
• Participates in the establishment of technology policies and practices and implements them to ensure security and regulatory compliance.
• Represents organizational IT, academic or administrative leadership, in meetings related to IT policies and procedures across the institution.
• Establishes and maintains ties with colleagues throughout the institution to ensure optimal collaboration and coordination of effort.
• Maintains relationships with technology vendors for the department.
• Within functional scope has direct responsibility for the design, development, and application of technical solutions that satisfy customer needs and are essential to the ongoing operations of the department or IT function.
• Is responsible for multiple IT projects that impact the department or IT function, including requirements gathering, planning, delegation of component tasks to team members and monitoring progress toward completion.
• As necessary actively participates in group's delivery of services.
• Recruits, develops, retains, organizes and manages performance of staff.
• Assigns tasks, monitors progress and provides guidance.

The responsibilities listed above are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

Knowledge, Skills & Abilities

• Track record of collaboration.
• Ability to prioritize conflicting demands.
  
• Excellent written and oral communications skills with ability to maintain confidentiality.
  
• Ability to lift up to 50 pounds.
  
• Ability to sit for long periods of time.
  
• Experience with Microsoft software support and supporting desktops and laptops.
  

• Bachelor's Degree.
  

• Five (5) years' experience supporting IT services for an IT organization; must have at least two (2) years in supervisory role with project management.

Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

* JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience.Additional related experience may substitute for the required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

** Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

• ITIL Certification.
• Five (5) years' experience supporting higher education or law enforcement.

Classified Title: IT Manager
Role/Level/Range: ATP/04/PF
Starting Salary Range: $84,700 - $148,300 Annually (Commensurate with experience)
Employee group: Full Time
Schedule: 37.5 M-F
Exempt Status:Exempt
Location:Hybrid/Eastern High Campus
Department name: VP for Public Safety Office of
Personnel area: University Administration