Information Technology Services Manager

In support of organizational excellence and creating an excellent student experience, the IT Manager is considered the local IT campus authority providing oversight and leadership in the delivery of technical solutions and support to the local campus as well as the entire FRCC community.

This position has the opportunity to occasionally work remotely, but does require a strong on-campus presence and ability to travel to all three FRCC campuses as needed.

Please note: You need to be a Colorado resident on your first day of employment. Also, Front Range Community College is an E-Verify employer.

Duties & Responsibilities:

Leadership & Supervision

Motivate, manage and lead a team while promoting a professional work atmosphere.

• Recruit, lead, coach and manage the client services team, including performance management of full-time and part-time staff.
• Recruit and manage student employees.
• Promote continuous learning; identify training needs and provide opportunities for staff to enhance their skills and knowledge.
• Conduct performance reviews, set goals, and address any issues within the team.
• Promote a culture of teamwork, respect, inclusiveness, growth, and professionalism within the department, in which all employees feel safe and positioned for success.
• Maintain a safe, professional, clean, productive, pleasant, and comfortable work environment.
• Prioritize workload for team members when needed.
• Allocate resources effectively to meet client needs and project requirements.

Operations Management

Serving as the local campus IT authority, maintain a productive and collaborative environment.

• Manage the provision of technology and technical support to the FRCC community, to support the academic and business objectives of the College.
• Build and maintain strong relationships with customers, understand their IT requirements and business objectives, provide updates, and gather feedback.
• Maintain accurate documentation of client interactions, service agreements, and project details.
• Field customer escalations; recognize when to redirect the escalation and when to partner directly with the end user to reach a positive resolution.
• Ensure that all client services activities comply with internal policies, directives from CCCS and industry regulations.
• Review and oversee the quality and timeliness of IT service request fulfillment. Identify, track, and communicate relevant metrics. Provide regular reports to senior management on the status of client services operations, projects.
• Evaluate IT support practices, identify and prioritize improvement opportunities, and help enhance the effectiveness of IT services.
• Manage technology inventory and purchasing activities, ensuring accurate records and compliance with established purchasing procedures.
• Stay updated with the latest technology trends and advancements to provide clients with innovative solutions. Meet and collaborate with various vendors.

Project and Program Management

Contribute to the goals of the IT department and the FRCC Strategic Plan through process, project and program management

• Proactively engage with Instruction, Fiscal, Facilities, Human Resources, Campus Security, Student Life, and other departments.
• Manage and contribute to IT projects and initiatives, applying Agile methods to organize, monitor, and report work activities.
• Facilitate sprint planning, daily stand-ups, reviews, and retrospectives with an emphasis on prioritization, transparency, and delivery.
• Manage and contribute to IT projects and initiatives, applying Agile methods to organize, monitor, and report work activities.
• Define, and maintain scalable, supportable, customer focused, cost effective and risk adverse technical standards throughout the classrooms and administrative spaces.
• Standardize and periodically review processes, tools, and training across IT
• Serve as a member of the IT Management Team. Commit to working with the team to achieve the overall goals of the department.

Other duties as assigned.

Competencies/KSAs:

• Mission, Vision & Values: Embraces the mission, vision and values of FRCC. Understands the importance of the work that you do to support institutional goals.
• Student Centeredness: Places the student at the center of your work. Adopts a philosophy that makes the ability to serve the student the cornerstone of the work that you do.
• Mentoring & Coaching: Provides mentoring and coaching to others and seeks mentoring and feedback to improve own performance
• Data Usage: Interpret metrics and other data within the department, paying particular attention to what the data shows about the department’s performance and technology resources. Work with the next level supervisor to brainstorm changes that can be implemented to improve service that the department provides or better meet the needs of our end users.
• Cultural Self-Awareness: Willing to examine own beliefs and acknowledge own biases and how they have impacted or may impact the ability to serve others.
• Cultural Competence: Recognize the need to become knowledgeable about the ways to communicate and support people of other backgrounds. Incorporate what has been discovered.
• Leadership: Understand the current and desired state and the steps required to move from one to the other. Influence others in a positive direction, even when lacking formal authority.
• Critical Thinking: Recognize opportunities and think through solutions based on pertinent data, experience, knowledge and input from stakeholders.
• Communication: Use written and oral communication skills to build consensus within diverse stakeholder groups including student, faculty, staff, and technicians. Provide coaching and essential feedback in a timely manner.
• Team Building: Work collaboratively and respectfully toward a common goal with a diverse group of individuals. Challenge solutions though thought-provoking questions while also committing fully once a course of action is identified.
• Project Management: Understand and utilize the concepts and terminology of project management. Collaborate with diverse stakeholder groups and manage expectations while successfully driving projects to completion.
• Customer Service: Address customer concerns in a professional, courteous and timely manner with a genuine desire to consistently deliver a positive customer experience.
• Technical Skills: Create and share work using standard software applications, participate in remote/virtual meetings.
• Process Improvement: Recognize process shortfalls, work collaboratively to identify and implement improvements.

• An associate’s Degree in Information Technology, Computer Science, Business Administration, or related field, and four years of professional IT client services desktop support experience obtained within the last five years., * A Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or related field, and two years of professional IT client services desktop support experience obtained within the last three years., * Experience serving in a lead, mentor, or supervisory capacity over IT client services or desktop support staff.

With three campuses along Colorado’s Front Range, FRCC is the state’s largest community college. We enroll close to 28,000 students annually from our diverse service area, which offers a variety of cultural and recreational activities.

Each year approximately 5,000 FRCC students transfer to four-year universities and FRCC offers more than 36 career training programs that prepare students for immediate employment and rewarding careers. Last year, more than 5,000 high school students took concurrent enrollment classes with us, earning college credit without having to pay college tuition. And we were recently ranked as one of the “Top Online Colleges” in the country by Newsweek.

One of FRCC’s main goals is to offer educational excellence for everyone. The college’s strong commitment to student success means we start by creating an inclusive and equitable environment-one where both students and employees feel they belong and are supported. FRCC’s focus on diversity, equity and inclusion is woven into the fabric of our college conversations and decision-making processes. We are actively seeking to hire a workforce that reflects the diversity of our student body.

The college is also an emerging Hispanic Serving Institution. For us, becoming an HSI is an intentional commitment to being a college where our Latinx (and other historically marginalized) students thrive.

At FRCC, employees and leaders bring our values to life through their actions. We collaborate across roles and campuses, seek and value diverse perspectives, follow through on our commitments, and turn thoughtful ideas into meaningful improvements which are measured for success. We take pride in our work, support one another, and make decisions that advance student success, equity, and excellence. We seek people who will actively contribute to this culture and demonstrate these commitments every day.