Assistant Manager for Software and Support, College of the Liberal Arts

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JOB DESCRIPTION AND POSITION REQUIREMENTS:

The College of the Liberal Arts IT (ITLA ) Customer Experience and Engagement team is seeking a highly motivated and organized individual to become an Assistant Manager for Software and Support (IT Support Specialist 4). The successful candidate will be responsible for the daily operations and supervision of the Software and Support Team.   

Responsibilities include but are not limited to: 

• Supervise four to six full-time staff members including hiring, professional development and performance management

• Ticket management – prioritize, escalate, assign

• Provide advanced diagnosing principles, practices, and procedures

• Work with the team to meet defined service level expectations 

• Be an advocate for the customer experience

• Serve as a liaison between team members of ITLA and others in the College of the Liberal Arts, especially for escalated incidents

• Coordinate and lead project teams for technical initiatives 

• Participate in the development of and implementation of effective customer centric processes and procedures

• Be a subject matter expert (SME) specializing in ServiceNow reporting capabilities   

• Create and manage dashboards to monitor ITLA service continuity and KPIs

• Create ServiceNow knowledge-base articles to resolve user issues

• Participate in the strategic planning process 

The College of the Liberal Arts is supportive of flexible work and/or remote arrangements when aligned with the ability to meet the needs of the unit and the essential duties of the position. Questions related to flexible work and/or remote arrangements should be directed to the hiring manager during the interview process.

Education and Experience: This position typically requires an Associate’s degree or higher plus four (4) years of related experience, or an equivalent combination of education and experience. Other qualifications include:

• Experience leading projects 

• Demonstrated ability to develop plans to accomplish unit goals

• Personnel management experience

• Experience with ServiceNow

• Excellent interpersonal, organizational, and communication skills 

• Cross-team collaboration skills

In addition, successful candidates must either have demonstrated a commitment to building an inclusive, equitable, and diverse campus community, or describe one or more ways they would envision doing so, given the opportunity.

Additional Information: Candidates should submit a cover letter and resume as part of the application materials.

Penn State is committed to and accountable for advancing diversity, equity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission. 

Penn State offers competitive benefits to full-time employees, including medical, dental, vision, and retirement plans, in addition to tuition discounts, generous vacation time, sick time, and paid holidays. Please visit https://hr.psu.edu/benefits  for more detailed information. 

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Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here .

Employment with the University will require successful completion of background check(s) in accordance with University policies. 

EEO IS THE LAW

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applications without regards to race, color, religion, age, sex, sexual orientation, gender identify, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

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