Manager, Computer Resource Consulting (CRC)

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

📁: Information Technology Services

📅   : 1 day ago Post Date

📅   : 107515 Requisition #

About CRC

Computer Resource Consulting (CRC) is an integral team within Stanford University IT (UIT) that delivers endpoint field and desktop support, along with event technology services. CRC partners closely with other UIT groups, such as Networking and Information Security, to provide a seamless client experience across campus.

Operating under a cost recovery, fee-for-service model, CRC provides IT services to departments and schools through service agreements with established rates (See example here.) We operate like a business: our work is highly visible, outcomes-driven, and accountable - directly impacting the day-to-day technology environment of Stanford faculty, postdocs, students, and staff.

CRC celebrated its 25th anniversary in 2022 and continues to evolve while staying true to our core values: exceptional client service and technical excellence.

Why CRC? CRC is part of Client Experience & Solutions (CXS) within UIT. This role offers a unique opportunity to influence and deliver exceptional technology experiences across campus. If client experience is your North Star, CRC is the right place to lead, partner, and make a measurable impact.

About You

Strategic Service Leader: A proven leader with a passion for guiding teams and fostering strong workplace relationships. You don't just manage IT; you manage the Client Experience (CX) and transform technical teams into high-value consulting partners.
Client-First Mentality: You look at every project from the client’s perspective to ensure technology is accessible and seamless. To you, true success is achieving a technical delivery that leaves the client feeling supported and empowered.
Experience Architect: Skilled in IT Service Management, strategic planning, and driving continuous improvement in complex environments to enhance service delivery and client satisfaction.
Technology Bridge: Technologically savvy and known for making tech accessible. You help departments stay ahead of the curve by introducing technology that doesn't just work for today, but scales for the future of Stanford’s mission.
Fiscal Growth & Stewardship: Financially astute, with experience managing budgets and tracking profit and loss. You prioritize financial stewardship to ensure that the department’s cost-recovery models are efficient and its fiscal future is secure.
Integrated Partnership: Building strong workplace relationships and delivering high-quality service as the cornerstones of organizational success and client retention.
Visionary: Committed to impactful, high-level leadership with a clear trajectory toward senior roles (Director/CIO), focused on scaling IT services that drive University innovation.

Key Responsibilities

Serve as a primary liaison to Stanford departments and schools; meet regularly to understand needs, shape roadmaps, scope/prioritize work, and ensure successful project and service outcomes.
Lead day-to-day CRC operations (service delivery, escalations, service quality, and continuous improvement) using ITSM best practices.
Lead and develop a team of 8 - 12 technicians supporting endpoint field support and event services, including hiring, onboarding, coaching, and performance management/annual review cycles.
Drive service planning and new service development; evaluate and pilot improvements (including innovative/creative AI uses) that increase efficiency and improve the client experience.
Manage budgeting, forecasting, rate/cost recovery model as needed, billing accuracy, and P&L performance to keep services fiscally sound.
Create and manage SOWs/service agreements, including true-ups and renewals; partner with stakeholders to ensure clear scope, expectations, and renewals/expansions.
Collaborate across CRC, University IT (UIT), and other campus partners (e.g., Networking, Information Security) to deliver integrated solutions and consistent client outcomes.

Qualifications

Bachelor’s degree or equivalent experience required.
Proven leadership in client-focused IT environments with 5+ years of experience in staff and service management.
Strong communication and interpersonal skills across technical and non-technical audiences.
Track record of building and retaining high-performing, client-facing technical teams through effective coaching, feedback, and performance accountability.
Skilled in strategic decision-making, issue resolution, and prioritizing under pressure.
Knowledge of IT best practices, compliance standards, and financial management.
Experience working in a cost-recovery (fee-for-service) environment, or has a strong interest in learning how to operate in this model.
Curiosity and initiative in exploring AI-driven improvements to service delivery and customer satisfaction.

The expected pay range for this position is $155,000 to $175,000 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.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Why Stanford?

Stanford University is a global leader in innovation and impact. Our 17,000 staff members support a mission that transforms lives and shapes the future. Here’s what makes Stanford special:

Growth Opportunities: Career development programs, tuition reimbursement, and access to world-class lectures and events.
Supportive Culture: Generous retirement plans, paid time off, and family care resources.
Wellness Focus: Top-tier fitness facilities, health classes, and comprehensive healthcare benefits.
Inspiration & Fun: Explore campus art, trails, and museums.

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.

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