This position duties include leadership, management and oversight of the Technology Commons area, which sees an average of 17,000 clients per year at the service counter, and over 40,000 total patrons that utilize the space and its resources. Position also oversees or collaborates in many of the events that involve IT such as Orientation, Open House and campus events like ReCalibrate; this includes leading Technology Commons events, such as No Stressin. The Technology Commons is the Division of IT’s only walk-up location for faculty, staff, students, and guests. It serves as a collaborative learning space with advanced technology and software that is available to all students, faculty, and staff of WCU.
Position manages full time, hourly and student staff to accomplish team goals and workloads within the Technology Commons area. Position manages the Technology Commons space hours, in collaboration with Hunter Library staff, to ensure we have necessary full-time, hourly, and student coverage. The Technology Commons has hours which extend outside the standard business hours and this position helps with managing our Priority 1/After-hours coverage initiative. Technology Commons staff work 365 days a year to support the priority 1 initiative, the Technology Commons manager is tasked with ensuring that coverage is scheduled and accurate. Position works closely with the Director, members of the Instructional Technology and Desktop Services team, IT Division personnel, IT Help Desk, the Coulter Faculty Commons, and WCU’s Academic Success Centers to align support to the university’s mission and initiatives. The Technology Commons manager in charge of managing the marketing for the Technology Commons, including the website, social media, etc. This position is also tasked with working with vendors as part of campus personal computer purchasing program; this includes setting the campus standard for computer purchasing. Position leads and/or works on projects in the ITDS team as well as projects at the division or university level. Position is responsible for recording and reporting on projects, incidents, service requests using Team Dynamix and our Cherwell Service Desk application. The position serves on various committees and groups involved with defining standards and future directions such as Writing and Learning Commons and Math Tutoring Center Advisory Council, One Stop Coordination Meeting other initiatives/committees as requested by director.
The position serves as a liaison between clients, especially students, and the Division of IT; this includes working with various project groups, committees, and departments within the University and division including sitting on the Change Approval Board (CAB) and Curative Analysis Committee. Position often makes decisions that can affect ITDS team, IT Division or large parts of institution; and affects university faculty and staff. Position plans, implements, and provides oversight for the Technology Commons and manages the relationship between the operation and the customer/user. Researches and follows industry trends and technologies in order to recommend, provide, and sustain services that enhance business operations and processes. Oversees customer incident/service requests and acts as liaison between IT technicians and customer in order to serve as point of escalation for customer issues. Works with clients to bring projects into and through the IT governance processes.
Minimum education: Bachelor's degree in a related professional field
2-4 years' work experience in Information Technology or a related field, with at least 2 years management experience
Preference will be given to applicants with a Master's degree in a related professional field
3-5 years of work experience in an IT or related field with at least 2 years management experience
The ideal candidate will be skilled and knowledgeable in the responsible usage of Facebook, Instagram, Twitter, YouTube EDU, WordPress and others.
Understanding of mobile technology support needs, and video conferencing technology
Professional experience in a university environment
Experience with project management principles and processes
Ability to network easily with University and external constituents
3D printing experience/knowledge and how it relates to academia
Knowledge of Project Management (PM) and PM methodologies
Strategic and creative thinking with proven problem-solving capability
Experience presenting to large groups
Strong interpersonal and communication skills with demonstrated experience working with business/functional organizations
Strong willingness to learn new technologies
Ability to lead cross-functional teams and enterprise-wide programs across both internal and external organizations
Demonstrated ability managing projects and programs
Strong interpersonal and communication skills and the ability to work within a wide range of functional teams, with a committed desire for customer service
Attention to detail
Knowledge of Information Technology (IT) and IT business processes
Able to handle multiple projects, tasks, assignments concurrently
Experience and understanding of Windows and Mac operating systems
Excellent knowledge of wireless devices and how they work
Ability to interact with clients in a professional and courteous manner in order to insure the client is given the appropriate solution if known, or their issue is correctly delegated to the appropriate area
Excellent verbal, written and presentation communications skills
Demonstrated commitment to collaborative decision-making
Ability to handle high stress environments and clients
Solid organizational and strong time management skills
Progressive experience working with:
Ticket Tracking Software such as Cherwell
Project Management software such as Team Dynamix
Special Instructions to Applicants:
To be considered, you must apply online. Please include a resume, cover letter and a list of professional references to complete the application process.
For questions or additional information, please contact Zach Phillips, firstname.lastname@example.org
As the westernmost institution in the University of North Carolina system, WCU provides comprehensive educational opportunities to residents in the state’s western region and attracts students from around the globe to explore the region’s vast natural diversity. Founded in 1889 as a teaching college, Western Carolina now provides an education to more than 10,000 students in undergraduate and graduate programs.