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Infrastructure Operations Center Manager

How to Apply

A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file.

Competitive salary available based on qualifications, experience and education of the selected candidate.

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

+ Generous time off

+ A retirement plan that provides two-for-one matching contributions with immediate vesting

+ Many choices for comprehensive health insurance

+ Life insurance

+ Long-term disability coverage

+ Flexible spending accounts for healthcare and dependent care expenses

+ Dental and Vision Insurance

+ Parental and Maternity Leave

Responsibilities*

Provides leadership for a team providing 7x24x365 support for tier 2 and tier 3 issues and systems at multiple ITS Data Center, network, and telecommunications locations across campus. Specifics duties include but are not limited to:

+ Creating, publishing, and monitoring team work schedules across all shifts to ensure 7x24 coverage at all times. This may include assisting staff during exceptionally busy times or when coverage is needed due to illness or vacation.

+ Creating and publishing annual holiday coverage schedules to ensure 7x24 coverage during holidays and season days, and during times when the ITS Service Center is not open.

+ Working with multiple ITS Infrastructure teams to provide timely and accurate information to campus regarding service degradations or outages.

+ Providing reports to the Director regarding the efficiency and workloads of the staff, and identifying gaps in support or coverage that may negatively impact ITS services.

+ Reviewing and approving staff time sheets to ensure that work hours, shift premiums, vacations, and holidays are appropriately reported.

+ Keeping support and process documentation current and accessible to maximize team efficiency and customer support, including regularly reviewing processes with Service Managers and Service Owners as appropriate.

+ Ensuring that ITS Infrastructure remains in compliance with service levels for TDx tickets by coordinating with the Service Center to create and distribute reports showing tickets at risk of service level violation; Working with members of ITS Infrastructure, including leaders and technicians, to ensure tickets are kept up to date in accordance with TDx SLA guidelines; Meeting weekly or bi-weekly with members of the Service Center team to ensure TDx ticket reports are accurate and that appropriate attention is given to each issue, request, and change ticket before SLA violations occur.

+ Building relationships through active listening and frequent communication with ITS Infrastructure customers and partners and by resolving incidents and requests, following up with customers on incidents escalated to other support groups or vendors.

+ Collaborating with stakeholders, customers, data stewards, users, team members, and other technical staff to ensure laser focus on customer service.

+ Acting as the first level of escalation for ITS service owners, managers, and users with professionalism and courtesy.

+ Providing regular feedback to team members regarding performance and opportunities for improvement, and assisting the Director with annual performance review documentation.

+ Acting as the liaison between ITS Infrastructure and the ITS Service Center

Required Qualifications*

+ Minimum of 4 years demonstrated experience working on a similar team (help desk, network operations center, etc) requiring confidentiality, timeliness, customer service, prioritization, troubleshooting, and independent problem solving while exhibiting leadership qualities.

+ Minimum of 2 years demonstrated experience in a leadership role with direct reports.

+ Proven ability to communicate effectively, both orally and written, so that technical topics are understood by a wide variety of audiences and different levels of technical expertise.

+ Demonstrated skills and knowledge with monitoring and reporting systems in a critical support environment.

+ Demonstrated skills in gathering, translating, prioritizing, and documenting processes and procedures.

+ Strong interpersonal communication skills.

+ Demonstrated knowledge proficiency utilizing current data center and monitoring technology and applications including provisioning tools, asset management tracking tools, and standard software such as Visio, Excel , Word, and their equivalents in the Google suite.

Physical Demands/Work Environment

Normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work at a computer. May require travel to various locations on and off campus. May require on-call availability and may require working during non-business hours and on weekends. Punctual, regular, and consistent attendance is required. Responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement which the incumbent signs. The physical requirements of this position will include the ability to move computer equipment across campus and/or within buildings, weighing up to 35 lbs. using proper safety techniques and installing it into racks.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about thework modes (https://hr.umich.edu/working-u-m/my-employment/ways-we-work-resource-center/ways-we-work-implementation-group/modes-work) .

Additional Information

This position requires on-call availability and working during non-business hours. Details can be worked out with the Hiring Manager.

Application Deadline

Job openings are posted for at least seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.

Job Detail

Job Opening ID

269263

Working Title

Infrastructure Operations Center Manager

Job Title

Computer Operations Inter Supr

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Hybrid

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Exempt

Organizational Group

Its Dc

Department

ITS Infra Data Centers-Shared

Posting Begin/End Date

10/01/2025 - 10/15/2025

Salary

$80,469.00 - $89,410.00

Career Interest

Information Technology