Mgr Information Systems - Tempe, United States - Arizona State University

Description

Job Description

This job posting is only open to current Arizona Board of Regents employees (Arizona State University, University of Arizona, or Northern Arizona University).

ASU is the largest state university and has for 9 years in a row been recognized by US News and World Report as the most innovative university. Enterprise Technology (ET), helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience.

The Manager of Information Systems at Arizona State University (ASU) is responsible for leading IT supervisors and multiple Deskside support teams to ensure effective technical support is delivered to ASU's faculty and staff. This pivotal role includes the strategic planning, implementation, and maintenance of endpoint management systems that support operational efficiencies. Key responsibilities include evaluating and updating department policies and practices, ensuring alignment with organizational goals, and facilitating the professional development of staff to maintain excellence in technical support. The manager will also drive and oversee departmental and client-specific projects, collaborating closely with other technology teams and stakeholders to deliver effective solutions. Additionally, this role is crucial in managing client relationships, serving as the primary liaison for feedback, escalating critical issues, and linking client needs with the appropriate ASU resources. The ideal candidate will possess strong leadership skills, deep technical expertise, and excellent communication abilities, essential for maintaining the highest standards of service and achieving client satisfaction.

As with everyone in the Enterprise Technology family, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our Enterprise Technology Positive Core.

What's in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes:

• Opportunities for professional development
• ASU Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Low-cost health, dental, vision, and life insurance benefits available as early as first pay period and within 30 calendar days of hire.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services

Flexible work options may be available after successfully completing the initial 60-day training period

• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only.
• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• Occasional bending, reaching, lifting, pushing and pulling up to 50 pounds.
• Regular activities require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
• Clearly communicate to perform essential functions.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Minimum Qualifications

Bachelor's degree in a computer related field and five (5) years of experience as a systems analyst, which includes three (3) years in a supervisory capacity; OR,Master's degree in a computer related field and three (3) years of experience as a systems analyst , which includes three (3) years in a supervisory capacity; OR,Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Department Statement

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.
Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU's chartermeasuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The ET fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.

Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in ET encourages staff to seek additional certificates and degrees via ASU's top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact

Desired Qualifications

• Proficient understanding of current and emerging computing technologies, operating systems, and software applications particularly in networked environments.
• Awareness of future trends in computing and technology management practices is essential.
• Strong knowledge of management and supervisory principles, with demonstrated ability to effectively manage, supervise, and evaluate staff. This includes a clear understanding of the research and administrative functions relevant to the assigned area.
• Skilled in planning for information resources and technology, ensuring that technology initiatives align with organizational objectives.
• Excellent skills in establishing and maintaining effective working relationships. This includes adeptness in client management, being able to understand and meet client needs, resolve conflicts, and manage client expectations.
• Proficient in both verbal and written communication, capable of clearly conveying technical and non-technical information to a diverse audience, including clients and stakeholders.
• Ability to effectively prioritize and manage one's own time and the time of direct reports, ensuring efficient project execution and deadline compliance.
• Competence in budgeting and allocating resources efficiently, in line with both technical and client management requirements.
• ASU experience or at a similar higher education setting, supporting a diverse population within a dynamic and evolving environment.
• A background in Information Technology, or a related field. Advanced degrees or certifications such as ITIL, CompTIA, or Microsoft Certified Professional may be preferred.
• In-depth knowledge of current operating systems (Windows, macOS, Linux), common software applications, networked computing environments, and A/V equipment utilized in higher education.
• Experience with endpoint management systems, cybersecurity practices, and cloud technologies. Ex. ServiceNow, Intune, JAMF, Config Manager (SCCM), Active Directory, Group Policy, Beyond Trust (Bomgar), etc.
• Experience with coding, scripting, or tools that can be utilized to bring about automation and operational efficiencies.
• Several years of experience in IT support roles with a significant amount of time spent in a managerial or supervisory position, demonstrating an ability to oversee IT operations and lead a team effectively.
• Strong leadership and personnel management skills, including experience in hiring, training, and evaluating IT staff. Ability to manage cross-functional teams and projects.
• Excellent analytical and troubleshooting skills, with the capability to prioritize and solve complex technical problems under pressure.
• Strong communication and interpersonal skills are essential for effectively managing relationships with both internal team members and external clients or stakeholders.
• Experience in client relationship management, understanding client needs, managing service expectations, and delivering high customer satisfaction at the VIP level.
• Proficient in project management principles and tools, capable of leading projects from inception to completion, ensuring alignment with the strategic goals of the organization.
• Excellent documentation and analytical abilities, utilizing a data-driven approach to monitor and assess progress and performance in achieving goals and objectives.
• Ability to design, test, and protype new processes and procedures contributing to department efforts to improve current operations and service offerings.
• Knowledge of budgeting, cost management, and resource allocation to efficiently manage the IT department's finances.
• Ability to adapt to rapidly changing technology landscapes and a commitment to continuous learning and professional development.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/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 basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU's Annual Security and Fire Safety Report is available online at You may request a hard copy of the report by contacting the ASU Police Department at

Relocation Assistance - For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit

Essential Duties

• Take responsibility for fostering culture, advancing our values, and championing engagement in all its formscollaborating across our teams as well as participating in ET/ASU events and programs. Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. Advances our Enterprise Technology Affirmative Pledge.
• Oversee the day-to-day operations of deskside support teams that provide direct technical assistance to end-users, addressing issues related to hardware, software, and networking.
• Supervise, train, and evaluate deskside support personnel. Develop training programs to enhance team skills and ensure high service standards are maintained.
• Plan, implement, and maintain endpoint management systems, focusing on optimizing performance and reliability. Ensure systems are up to date with the latest security patches and upgrades.
• Allocate technical resources and staff based on current needs and project demands, ensuring efficient use of personnel and equipment.
• Develop, review, and enforce IT policies and procedures to ensure they align with organizational objectives and compliance standards.
• Lead and manage IT projects from inception to completion, ensuring they are delivered on time, within budget, and meet the organization's requirements.
• Serve as the primary contact for client departments, managing communications, collecting feeding back, resolving escalated issues, and connecting them with ASU resources.
• Directly engage in and oversee the troubleshooting of complex technical issues, ensuring problems are resolved quickly and efficiently.
• Assist in the development of the IT budget, monitor spending, and make cost-effective decisions to manage expenses.
• Participate in strategic IT planning sessions to improve technology infrastructure and services across the organization.
• Manage relationships with technology vendors and service providers to ensure the organization receives high-quality products and services at competitive prices.
• Maintain accurate records and documentation of system configurations, IT inventory, and service histories. Generate reports on IT performance metrics and service levels.
• Ensure all IT practices and infrastructures comply with relevant data protection and cybersecurity laws and regulations.
• Regularly assess system performance and user satisfaction to identify areas for improvement and implement solutions to enhance technology services.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

This job posting is only open to current Arizona Board of Regents employees (Arizona State University, University of Arizona, or Northern Arizona University).

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of "equivalent combination" in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor's degree is equal to four years of experience.