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Information Technology Services
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90800 Requisition #

Job Purpose

The Student Technology Services team here at Stanford is looking for a Technical Support Program Manager to serve as the technical expert and program leader for the team of student and full-time staff members who provide technical support and advice to undergraduate and graduate students for their network connections, personal computer hardware, software, and related needs.

Inclusion and diversity are integral to Stanford’s commitment to excellence. We are interested in candidates who have demonstrated experience engaging with diversity through activities such as fostering an inclusive environment, working with students and staff from diverse backgrounds, or incorporating diverse perspectives in their work.

If you are passionate about supporting users, excited to nurture and develop knowledge and skills in others, and looking for an opportunity to collaborate with other IT professionals across Stanford organizations, this position is for you!

This role works primarily on the beautiful, historic Stanford campus.

In your application, please include a résumé and a brief cover letter describing your interest in this position and how your qualifications are a match.

 

Job Purpose

Under general supervision, Core Duties

  • Act as technical expert in a computing support environment. Take escalated issues and resolve or refer to specialized expert as needed.
  • Lead activities of desktop staff to diagnose and resolve client problems; guide computing support staff on diagnosis of potential problems and resolutions.
  • Lead projects requiring technical expertise and creativity in analysis and deployment of technology.
  • Ensure team meets client service metrics. Monitor and report on all phases of computing support are coordinated, logged, tracked, and resolved appropriately. May establish service level agreements with clients.
  • Provide input on process improvements and contribute to the technology road map for the strategic plan.
  • May perform metrics trend analysis and reporting; guiding resultant process improvement.
  • Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
  • Provide technical guidance and training; may guide other staff.
  • Other duties may be assigned.

Minimum Requirements

Education & Experience

Two-year college degree and five years of relevant experience or a combination of education and relevant experience.

 

Knowledge, Skills, and Abilities

  • Ability to plan effectively and to manage/supervise projects and work queues.
  • Ability to provide excellent client service.
  • Ability to lead projects requiring technical expertise and creativity in analysis and deployment of technology.
  • Must have advanced level expertise in diagnostic techniques for problem troubleshooting.
  • Excellent oral and written communication skills, with the ability to communicate complex technical issues to non-technical users.
  • Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
  • Knowledge of and ability to apply networking fundamentals.

 

Certifications & Licenses

  • None

 

Desired Qualifications

  • Experience--
    • Working in a higher education setting, especially working with and/or supporting students.
    • Supervising student workers.
    • Creating and delivering technology training.
    • Supporting Apple and Windows-based laptops as well as mobile devices.
    • Using ServiceNow.
  • CompTIA Network+ and/or CCNA certification or willingness to obtain certification.

 

Physical Requirements

  • Constantly perform desk-based computer tasks.
  • Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
  • Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
  • Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.

 

Working Conditions

  • May require extended hours and weekends, on-call rotation.

 

Work Standards

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu/.

 

How to Apply

We invite you to apply for this position, please submit your résumé and a brief cover letter along with your online application.

 

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

  • Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
  • A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
  • A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
  • Discovery and fun. Stroll through historic sculptures, trails, and museums.
  • Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more

 

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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