We're Apogee, A Boldyn Networks Company. Nice to meet you. At our core, we're an IT-services organization that happens to focus on higher education. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets today's needs technology-savvy generation.
We work hard, celebrate success, and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.
The Campus IT Manager will oversee the help desk operations and manage IT generalists, ensuring high-quality support and maintenance of campus IT systems. This role is pivotal in maintaining the performance and reliability of the campus’s IT infrastructure, working closely with the system administration and networking teams.
Key Responsibilities:
Help Desk Management:
- Lead and manage the help desk team to provide timely and effective support to campus users.
- Monitor and analyze help desk performance metrics to ensure service level agreements (SLAs) are met.
- Implement and maintain help desk best practices and procedures.
IT Generalist Supervision:
- Oversee the activities of IT generalists, ensuring they are effectively supporting campus IT needs.
- Provide guidance and professional development opportunities for IT staff.
- Conduct regular performance reviews and provide constructive feedback.
Collaboration with System Administration and Networking Teams:
- Provide physical support when needed to assist the system administration and networking teams.
- Understand the projects and initiatives of these teams to ensure cohesive communication and a unified front with the client.
- Offer assistance within the help desk team’s skill set to support these groups’ needs.
Travel Requirements:
- Travel to client sites as needed, including extended travel during new client launches to assist with the implementation of new services.
- Ideally, the candidate will be located within commuting distance of a client with these services, which will serve as their main hub.
Technology & Maintenance Support
- Ensure that all technology systems are properly maintained, updated, and functioning efficiently, and that any issues are promptly addressed.
- Coordinate, evaluate, and supervise technology vendors and contractors.
Performance Objectives:
- Help Desk Efficiency: Achieve a first-call resolution rate of 85% within the first six months.
- Team Development: Implement a training program for IT generalists, resulting in a 20% improvement in performance metrics within the first year.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent.
- Minimum of 5 years of experience in IT management, with a focus on help desk and system administration.
- Strong leadership and team management skills.
- Excellent problem-solving and communication abilities.
- Relevant certifications (e.g., ITIL, CompTIA Network+, Microsoft Certified Systems Administrator) are a plus.
Benefits
Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better so here is what we are offering:
- An attractive salary
- Health insurance plan including Health Savings Account matching program
- Monthly technology stipend
- Engineering and Technical teams receive cash bonuses for obtaining certifications
- Maternity and Paternity leave
- Peer recognition program
- Career development programs
At Apogee, we believe education is a doorway to a fair and just society. Within our own walls, we stand committed to creating a healthy culture of diversity and inclusion, empowering one another as advocates for an inclusive workplace, and doing so transparently. Apogee employees founded three employee-led groups in 2020 including Diversity and Inclusion, Civic Awareness, and Apogee Veterans.
Accommodations:
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources, hr@apogee.us.
