IT Manager - ISC Client Care Service Desk

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IT Manager - ISC Client Care Service Desk

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Employers By State in 2021.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
IT Manager - ISC Client Care Service Desk

Job Profile Title
Information Technology Manager

Job Description Summary
Information Systems & Computing (ISC) is the University of Pennsylvania's central IT organization, providing the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn's numerous Schools and Centers build their unique tools and capabilities.

ISC's 270-plus employees work closely with the University's IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn's IT community, faculty, staff and students in support of an environment of discovery and progress.

ISC's focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals. https://www.isc.upenn.edu/about

The IT Manager will serve as a member of the Client Care leadership team. Develop and manage operational coordination teams and service support teams by delegating staff to lead and/or participate on each team. These operational efforts and projects are designed to continually improve Client Care and the level of service we provide to our clients.

Job Description

Serve as a member of the Client Care leadership team. Develop and manage operational coordination teams and service support teams by delegating staff to lead and/or participate on each team. These operational efforts and projects are designed to continually improve Client Care and the level of service we provide to our clients. Some will work to document and/or enhance service desk procedures, making them smoother and more uniform, and others will be client-facing and will benefit the community we serve by providing a higher level of technical support from within Client Care. Supervise the delivery and operations of Client Care frontline support services offered by ISC's Client Care Service Desk when the lead Operations Manager is not available. Produce performance metrics, surveys, and management reports; apply metrics to effect positive change. Think creatively and implement other processes and service offerings that will enhance our clients' interactions with ISC and Client Care. Act as an escalation point and advocate for ISC clients related to incidents and service requests. Interface routinely with ISC's Service Management Office and ISC Service Owners/Managers to effectively deliver and support ISC's services. Learn who our clients are and why they are contacting us. Foster relationships with frequent customers. Directly supervise Client Care staff. Provide first-line support when workloads are high, or where additional experience is required and act as an escalation point where difficult or controversial or high priority requests are received. Ensure that staffing and skill levels are maintained during operational hours. Participate in an afterhours on-call rotation with others in Client Care to manage communications during critical service disruptions.

Qualifications

Bachelor's Degree with 2-3 years of related experience or equivalent combination of education and experience is required. Progressive leadership experience required; experience supervising in a matrixed environment preferred. Proficient understanding of ITIL principles and service desk management highly desirable. Ability to lead technical staff/projects and ability to grasp new technologies and concepts quickly required. Strong communication skills required, both oral and written. Participate in an afterhours on-call rotation.

Working Conditions

Office, library, computer room

On-Call

Physical Effort

Typically sitting at a desk or table

Occasional lifting 25-50 lbs.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Information Systems and Computing

Pay Range
$61,046.00 - $132,906.66

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits
  • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.



To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay

To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/3401-Walnut-Street-BC-Wing---2nd-Floor/IT-Manager---ISC-Client-Care-Service-Desk_JR00052823

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