CRC Field Support Team Manager

🔍 Business Affairs: University IT (UIT), Stanford, California, United States

📁: Information Technology Services

📅   : Jan 23, 2024 Post Date

📅   : 101461 Requisition #

Who you are:

- You have led both individuals & teams and loved it.
- You are not afraid of the hard conversations, and you are an excellent listener. You love to give and receive feedback.
- You understand that relationships are important at work and it shows.
- You understand how to implement IT Service Management best practices within a complex and dynamic IT environment.
- You have a strong ability to foster a culture of continuous improvement.
- You can juggle the strategic with the tactical.
- You love using technology of all types and are adept at making it work for others. You often think about where technology is taking us and are the person people ask to explain what the latest tech headlines mean to them.
- You strive to lead groups and teams at an organization like Stanford that makes a difference. You aspire to one day have jobs with titles like CIO and Director vs. Systems Administrator or Analyst.

What is CRC and what does it do?

- We are an internal, cost recovery endpoint field support and event support team at the university, which means we live on our bottom line and strive to provide value to the University every single day.
- Our techs are self-starters and independent thinkers, technically minded but with a significant set of soft skills and know how to improvise when needed. Most spend their day moving about our clients' buildings and cycling through our home base, so the group is active, knowledgeable, and fun.
- 2022 was CRC’s 25th anniversary, and we are going strong. We welcome change and what is coming next while never forgetting our core values of client service and technical expertise.

What would I do as a CRC Manager?

- You would direct a team of 12 or more techs who play a pivotal role in multiple services and projects across our client base.
- You would meet with clients often, championing the user experience on every project.
- You’d build new services to fill University needs, develop and lead their team members, as well as collaborate across CRC, our Clients, and University IT.
- Beyond the day-to-day management of your team and support of your clients, you would be a part of a group of leaders defining and executing CRC’s ever-evolving strategy and balancing it with client priorities and University needs.
- Demonstrate a significant understanding of budgets and finance.

Strike a chord? Take a look at the complete job description below.

Essential Functions

- Responsible for staffing, service management, and client satisfaction of a CRC team. Engage with the Stanford community to partner on service offerings, security issues, and improve efficiency.
- Working with the CRC Leadership Team, strategize and lead through the implementation of tools and processes to support the entire computing lifecycle. Work collaboratively with colleagues to leverage the university/school's investments in information technology.
- Provide strategic planning for your own work group; may assist higher level management in broader scope strategic planning for a large, complex, university-wide function or major initiative.
- Develop and manage budgets for your work groups, and/or projects.
- Develop, build and maintain strong business relationships with new and existing clients. Function as main contact for existing contracts and partner with clients to deliver IT solutions.
- Advise clients in setting technology directions and making technology choices that best support their needs.
- Collaborate with other UIT workgroups to address these needs. Be fiscally responsible for the management of the CRC’s expenses including salary, training, vendor charges, and equipment. Identify new service opportunities.

Minimum Education and Experience

Bachelor's degree and five years of relevant work experience, or a combination of education and relevant experience. At least five or more years of progressive experience in a client-focused IT environment, including experience in staff management and supporting service management.

Qualifications

- A commitment to the success of the customer along with an understanding of how to enable that success through information technology and business management.
- Ability to work independently and exercise good judgment. Experience in recruiting, supervising, coaching, and performance management required.
- Excellent customer relationship skills, consensus building skills, and ability to establish working relationships in a diverse and distributed organization; flexible in adapting to clients’ changing needs.
- Ability to handle multiple priorities and high-stress situations, including upset or angry clients.
- Excellent verbal and written communication skills required. Including the ability to communicate in both highly technical and non-technical environments.
- Ability to identify, prioritize, and resolve issues quickly and make decisions that meet University objectives, in a collaborative culture. Knowledge of and commitment to

The expected pay range for this position is $141,000 to $180,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Additional Information