Information Technology (IT) Services Manager Position Available In Lackawanna, Pennsylvania

Information Technology (IT) Services Manager 4.0 4.0 out of 5 stars One College Green, La Plume, PA 18440

POSITION:

Information Technology (IT) Services Manager

DEPARTMENT

Information Technology

REPORTS TO

Director IE & Information Services (College) and Chief Technology Officer (WIER IT)

JOB PURPOSE

Manage and resolve technical issues across: Shared Services, Microsoft 365 Suite, Classroom Technology, Canvas LMS, Jenzabar ERP, on-premises infrastructure and cloud environments. Serve as the hands-on technical lead while collaborating with IT leadership to evaluate system upgrades, roll out projects, and maintain Service Level Agreements (SLAs). Responsible for regular reporting on system performance, help desk metrics, and project status to IT leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Help Desk Leadership :

Supervise and provide technical mentorship to 1-3 support staff and manage student employees. Supervise escalation queue, set priorities, maintain SLAs.

Systems Administration and Maintenance :

Manage Office 365 tenancy; troubleshoot and support classroom AV equipment; administer Canvas integrations with Jenzabar SIS environment; oversee on-premise Windows Server infrastructure; deploy and monitor cloud-based services.

Project and Vendor Management :

Implement IT initiatives such as upgrades, migrations, and classroom refreshes. Coordinate with vendors on licensing, warranty, and data center needs.

Policy and Documentation :

Create Standard Operating Procedures, training manuals, system diagrams. Maintain IT policies around data security, access, and compliance.

Reporting and Analysis :

Produce monthly/quarterly metrics (incidents resolved, uptime, user satisfaction). Provide strategic input on IT infrastructure planning and budget needs.

ADDITIONAL DUTIES AND RESPONSIBILITIES

Maintain accurate documentation of department projects and procedures. Maintain confidentiality of data and information in all matters. Engage in appropriate professional development Perform other related duties as assigned

QUALIFICATIONS

Experience, Competencies and Education Bachelor’s degree in Information Technology, Computer Science, or related. Certifications preferred : Microsoft 365

Certified:

Enterprise Administrator or Modern Desktop Admin Azure Administrator Associate ITIL Foundation Technical experience of 5+ years with: Office 365 administration, Azure, Windows Server, Active Directory, virtualization software, and classroom AV setup and support Familiarity with Learning Management Systems, College ERP’s Experience in higher education IT environment preferred Knowledge, Skills and Abilities Strong communication and customer service skills Project and Vendor Management capabilities Excellent troubleshooting and analytical skills Please send resume, cover letter, and names, addresses & phone numbers of three professional references to: Human Resources

• Keystone College
• One College Green
• La Plume, PA 18440-1099
• email: humanresources@keystone.

edu