Manager, User and Network Operations

The User and Network Operations Manager is responsible for establishing and directing the application of systems analysis procedures to determine hardware, software or system functional specifications; and for the design, development, documentation, analysis, testing or modification of computer systems/programs, including prototypes.

Responsible for system analysis, risk mitigation and support. Will establish and direct:

• The application of systems analysis techniques to determine hardware, software or system functional specifications;

• The design, development, documentation, analysis, testing and/or modification of computer systems/programs, including prototypes;

• The creation, design, documentation, testing, or modification of computer programs related to machine operating systems; and

• Strategies for risk mitigation and contingency planning for Washburn Tech and Washburn Tech East campuses.

Supervises technicians and students in procedures that foster rapid and effective technical support with a high level of end user satisfaction. Identifies and implements solutions to enhance services based on data collected through the ticket system, surveys and customer communication to develop baselines and determine effectiveness of support functions. Shares relevant information with other areas in Information Technology Services department.

Responsible for designing and implementing new network solutions and/or improving the efficiency of current networks at Washburn Tech and Washburn Tech East; including Cosmetology software, hardware and networking. This includes:

• Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP;

• Procuring network equipment and managing subcontractors involved with installation;

• Configure firewalls, routing and switching to maximize network efficiency and security;

• Maximize network performance through ongoing monitoring and troubleshooting;

• Arrange scheduled upgrades;

• Investigate faults in the network;

• Update network equipment to the latest firmware releases; and

• Report network status to key stakeholders as directed by SysNet.

Collaborates annually with Washburn Tech advisory and governance bodies to develop, review and implement replacement PC standards and specifications relative to department needs, budgetary constraints and other factors. Works with departments and vendors to initiate new/replacement computer equipment purchases. 
Schedules installation of computer system replacements to minimize disruption to departments and maximize efficiencies within the Washburn Tech ITS.

In collaboration with Systems and Network Services staff monitors:

• Project and ticket tracking system (Bodprints);

• Updates and maintains client OS and application software (Microsoft SCCM, Mac), Antivirus software;

• Remote assistance services; and

• TSC Virtual server and other test environments initiating corrective measures as needed to ensure the appropriate operation of desktop support servers and systems.

Assigns tasks, coverage assignments, and work expectations for staff and student employees, as appropriate to ensure the efficient and effective day-to-day operation of the Washburn Tech, Washburn Tech East and Cosmetology.

Supports Assistant Directors in working with administration to develop technical requirements, strategies, and time-lines for project deliverables, goals, and milestones.

Oversees the maintenance and support of technology in classrooms working closely with Deans Office and/or Instructional Staff at Washburn Tech.

Reviews records and monitors staff activities to ensure the proper maintenance and update of inventory records for centrally supported client computers and printers.

Directs and trains staff and student technicians to maintain records of technical problems and solutions; and to refer to prior records for assistance with common complaints.

Provides monthly reports regarding staff performance, first contact resolution, customer satisfaction, and other metrics as assigned.

Works with staff to determine annual budget requirements for Washburn Tech, Washburn Tech East, and Cosmetology.

Monitors the condition and use of AE115, Storage Areas, staff offices and facilities. Initiates maintenance, repair and updates as needed.

Actively participates in New Student Orientations (presenting and assisting students.)

Performs additional job related duties as assigned.

Bachelor’s degree in CS, CIS or a combination of education and relevant experience equivalent to a degree. Three years of experience in an IT environment supporting Microsoft Windows and Mac OS X systems or an equivalent combination of training and experience.

Preferred: Advanced certification in networking, computer management or equivalent. Experience working in an educational environment. Supervisory experience.

Must obtain CCNA certification and Windows MCSE (70-698) certification within 6 months of employment.

Must possess strong communication and interpersonal skills. Work well independently and as part of a team. Strong time management and multitasking abilities required. Extensive knowledge of: computers in a networked environment, and troubleshooting: telecommunications, videoconferencing and video projection systems.

The ability to move equipment weighing as much as 50 pounds on a daily basis.

Washburn is an EOE and dedicated to providing a student-centered and teaching focused academic environment and a curriculum that engages the diversity of human experience across the globe. We seek candidates who are committed to Washburn’s efforts to create a climate that fosters the growth and development of a diverse student body, and we encourage applications from members of groups that have been historically underrepresented in higher education. Application materials should clearly articulate how the candidate will contribute to the University’s commitment to diversity and inclusion through their teaching, research, and/or service.

Washburn University provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, religion, age, national origin, ancestry, disability, sex, sexual orientation, gender identify, genetic information, veteran status, or marital or parental status.