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Position Summary:
WCU, in response to the COVID-19
pandemic has adopted a “Get Vaccinated or Get Tested” policy effective September 15, 2021. This will require you demonstrate evidence of
full vaccination upon hire or be subject to regular testing.
The primary location of this position is on the main Cullowhee, NC
campus.
This position is a manager level position within the Division of IT/Instructional Technology and Desktop Services (ITDS) team. Position manages the Embedded College Support & Video Services teams (ECSVS) which
includes a new FTE position that serves the College of Arts & Sciences, the largest college at WCU, and the Apodaca Hall (STEM) building. Positions management role includes the
Instructional Computing team (3 FTE). Position works closely with director on division and University level
projects, strategic roadmaps, campus technology plans, campus technology budget planning, as well as critical Tier 3 client systems and
processes. Position leads concurrent high-level initiatives in sequence as well as works on projects at the team, division and University
level. Is responsible for the leadership and management of a segment of the team that is comprised of multiple client facing
areas.
Ensures all staff follow team processes, maintain team time tracking and most importantly, meet client
expectations as measured by IT metrics. These operations include recording and reporting on projects, incidents, and service requests using
Team Dynamix and the Cherwell Service Desk application. Additionally, position is responsible for oversight and development of video/video
streaming services provided through the Video Services team, including streaming campus graduation, live event support, conference
production and the support of synchronous
conferencing tools like Zoom. The position makes presentations at the
university level, at regional conferences such as UNC Cause as well as conferences at the national level, such as
EDUCAUSE. The position also serves on various division and university committees. This position requires work and
frequent communication with director that extends well beyond the normal 8-5, M-F office schedule.
This work is required to complete
work on university level budget plans and strategic roadmaps, to meet project deadlines, prepare for meetings and create presentations.
Position also assists Director with planning/working university level events involving IT, such as BOT/BOG meetings, Open House, Orientations, etc. This position coordinates with other IT teams to ensure accurate flow of
work and efficient resolution of client problems. Also, the position is expected to participate in IT strategic planning initiatives as well
as division level metrics & project management time reporting. Position meets with CHHS and A&S college deans in
order to plan, manage and evaluate college technology initiatives, and to evaluate work/workload of Embedded College Support staff. When
needed, the position is expected to provide backup technical support during times of high workload or when team staff are out of office.
Additionally, the position is expected to participate in team level planning and execution of projects related to team development, service
improvement & new service implementation.
Minimum Qualifications:
A master’s degree in an IT
related field with 1-2 years’ supervisory experience; or a bachelor’s degree in an IT related field with 2-4 years’ supervisory experience
or an equivalent combination of education and experience.
Preferred Qualifications:
- At least 4 years
of management/supervisory experience leading a team, including responsibility for hiring, mentoring, team-building and disciplinary
matter - Demonstrated ability to manage multi-tiered communication
- Demonstrated commitment to collaborative
decision-making - Ability to handle multiple projects/tasks/assignments concurrently
- Strong time management
skills - Ability to be extremely detail oriented and results focused
- Strong customer-focused service
orientation - Excellent verbal, written and presentation skills
- Two years progressive experience working with:
- Call
Tracking Software such as Cherwell - Project Management software such as Team Dynamix or Microsoft Project
- Tableau
software
Special Instructions to Applicants:
To be considered, you must apply online. Applicants
need to include a resume, cover letter and a list of 3 references in order to be selected for the application process.
For questions
or additional information, please contact William Frady at frady@email.wcu.edu or
828-227-7487.
Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at jobs@email.wcu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. In order to receive educational credit, degrees must be received from appropriately accredited institutions.
If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at www.wes.org. Unless otherwise noted, degree must be obtained prior to start date.
Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
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