Assistant Manager of Operations - CLAS IT

The Assistant Manager of Operations, as part of the College of Liberal Arts and Sciences (CLAS) IT Team, leverages University and College resources to support the academic, research, and administrative objectives of the College, with a focus on day-to-day operations. Lead the implementation and adoption of TeamDynamix (TDX) platform for CLAS, in collaboration with UTS to streamline support processes, improve service delivery, and enhance the technology support experience for faculty and staff. Assist with directing and managing the team of IT staff, including student workers, in coordinating workload delegation, onboarding, and performance management while serving as the primary liaison for college-wide web services. Assist with CLAS IT project planning, prioritization, and implementation., CLAS IT Daily Functions

• Establishes and leads a collaborative, shared-service IT support model that delivers coordinated, cross-team service to faculty and staff. Oversees a "closed-loop" service desk, managing end-to-end intake, triage, escalation, and resolution of requests while ensuring seamless handoffs across teams. Partners with CLAS IT Manager and senior leadership to align priorities, budgets, and resource allocation, ensuring responsive support and stakeholder alignment across the College.
• Support College-wide digital infrastructure and web services providing administrative oversight and specialized training for SharePoint (Classic/Modern), Adobe Experience Manager (AEM), and personal web hosting environments (cPanel/WordPress).
• Manage immersive and collaborative workflows including the lifecycle management of mobile video conferencing assets and the administration of specialized university applications (Bio Tool, Event Manager).
• Work with CLAS IT Manager and other technology teams to resolve complex or escalated issues, ensuring a seamless support experience for CLAS faculty, staff, and students.

Team Leadership & Administrative Management

• Confer with UTS for best practices of IT Service Management (ITSM), continuously improving service-level expectations and support commitments.
• Assist CLAS IT Manager with a commitment to excellence in overseeing day-to-day decision-making of a diverse technical team.
• Assist CLAS IT Manager with fiscal and project priorities by managing IT budgets, procurement workflows (including managing the department procurement card), and multi-stakeholder project timelines from inception to completion.
• Provide stewardship by guiding Information Security standards and representing CLAS IT in university-wide committees to balance departmental autonomy with Villanova/UTS principles.
• Develop and maintain a support matrix that clearly outlines service ownership, escalation paths, and collaboration points between CLAS IT and UTS, helping ensure efficient and coordinated support for faculty and staff.
• Participate in cross-functional technology initiatives and project teams, representing CLAS priorities while contributing to broader University technology goals.
• Contribute to knowledge management efforts by creating and maintaining documentation, support procedures, and self-service resources that benefit both CLAS and the wider University community.

Further CLAS IT Technical Support

• Departmental desk-side, phone, email and remote assistance for Windows/Mac hardware, software, mobile devices and printers.
• Primary support contact for College Type 2 email accounts.
• Maintain College computing resources.
• Conference Room Management Administration.
• Office 365 training/evangelization.

AEM Technical Lead for College Websites

• Manage website lifecycle, design, content, functionality and maintenance.
• SharePoint knowledge/training.

Trainer

• Develop in-house resource materials.
• One-on-one and group instruction for common and specialized software environments.

Digital Signage Administration

• Daily checks on the system.
• Playlist creation and maintenance.
• Liaison to UTS staff deploying signage engines.

Other Job Functions

• Mendel Medal Symposium Technical Consultant.
• Limited IT support for CLAS graduate students as requested.
• Field departmental social media questions.

Formal Education

• Bachelor's degree in a related field.

Work Experience

• 3-5 years of related experience (including supervisory experience) in information technology support and systems, or an IT-related position that includes website CMS and SharePoint administration.
• Experience working within an IT Service Management (ITSM) framework, including the use of service management platforms to manage incidents, requests, and related workflows.
• Experience working in a service desk or customer support environment, including ticket triage, prioritization, escalation coordination, and service-level management.
• Experience developing service expectations, support processes, and collaborative support models that enhance customer satisfaction and service quality.

Work Skills

• Ability to diagnose and solve technical problems, multitask, prioritize, and take initiative.
• Demonstrated capacity to work and effectively communicate with faculty and staff of varying skill levels in a professional environment.
• Demonstrated ability to lead a team and make sound operational decisions independently.
• Ability to supervise and delegate work as needed to staff members and student workers.
• Ability to provide support and training to College faculty and staff.
• Excellent written and verbal communication skills.
• Ability to remain agile and constantly re-evaluate priorities and execute tasks on a daily basis. Highly detail-oriented.

Specific Job Knowledge

• Understanding of computer and network principles.
• Extensive knowledge and experience with Windows and Apple Operating Systems, Android and iOS mobile platforms, SharePoint and Sharegate Services, Windows and Apple Servers, and Microsoft Office Suite.
• Experience with website development, HTML, and website Content Management Systems.
• Experience contributing to IT project planning and service delivery improvement.
• General knowledge of Linux operating systems.
• General knowledge of Adobe Creative Cloud.
• Knowledge of computer hardware troubleshooting and repair.
• Experience maintaining computer lab environments.
• Experience with A/V systems.

Equipment Knowledge

• Laptop, desktop, workstation, and server hardware knowledge.
• Knowledge of Apple desktop, laptop, and proprietary hardware.
• Understanding and knowledge of IEEE standards.

Preferred Qualifications: Formal Education

• Advanced certifications in Microsoft 365, SharePoint, Adobe Experience Manager (AEM), or equivalent platform credentials.

Work Experience

• Microsoft, Apple, and SharePoint certifications a plus.
• Experience in a higher education IT environment. Familiarity with academic department support structures and faculty/staff technology needs.
• Prior experience in a supervisory or team lead role, with demonstrated experience managing staff workload and contributing to personnel processes.
• Prior experience serving in an acting or interim management capacity.
• Experience with IT budget tracking or technology procurement processes.

Work Skills

• Experience developing training materials and delivering technology instruction to non-technical audiences.
• Experience contributing to staff performance reviews or professional development planning.
• Demonstrated ability to manage competing team priorities and communicate effectively with institutional leadership.
• Comfort managing competing priorities across multiple stakeholders in a fast-paced environment.

Specific Job Knowledge

• Familiarity with Adobe Experience Manager (AEM) for web content management.
• Experience with digital signage platforms.
• Knowledge of cPanel, Softaculous, and WordPress in a hosted environment.
• Familiarity with video conferencing platforms and scheduling tools.

Equipment Knowledge

• Experience with mobile video conferencing hardware and conference room A/V systems.

Other

• Familiarity with Villanova University systems, tools, and organizational structure is a plus.

This position falls within salaried grade 16 and the range is $71,700-89,600. The final salary will be determined with consideration of several factors including the selected candidate's qualifications, department budget availability, market data, and internal equity. Salary Grade: 16 Job Classification: exempt

References Needed

References Needed

Minimum Number of References Needed 3 Maximum Number of References Needed 3

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