Senior Manager, Applications Support

Job Posting Closing Times: Job postings are removed from advertising at 12:00 A.M. on the closing date e.g., at midnight on the day before the closing date.

If you are a current Austin Community College employee, please click this link to apply through your Workday account.

Austin Community College is a public two-year institution that serves a multicultural population of approximately 41,000 credit students each Fall and Spring semester.  We embrace our identity as a community college, as reflected in our mission statement.  We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.

As a community college committed to our mission, we seek to recruit and retain a workforce that:

• Values intellectual curiosity and innovative teaching

• Is attracted by the college's mission to promote equitable access to educational opportunities

• Cares about student success and collaborates on strategies to facilitate success for populations including; first generation college students, low-income students, and students from underserved communities.

• Focused on student academic achievement and postgraduate outcomes

• Welcomes difference and models respectful interaction with others

• Engages with the community both within and outside of ACC

Job Posting Title:

Senior Manager, Applications Support

Job Description Summary:

To provide high quality and timely administrative data projects to other Austin Community College (ACC) departments and external customers; manage collegewide software development projects; consult with department directors and managers regarding the identification and prioritization of data management needs.

The Sr. Manager is responsible for the success of the Application Support team. This role will manage a team of technical administrators and engineers to ensure the success of ACC.

Job Description:

Description of Duties

Essential duties and responsibilities include the following. Other duties may be assigned.

• Manages responsibility for the ITSM Tier 3 and 4 troubleshooting support and ensures assignment of requests for escalations as necessary to appropriate IT teams: Creates protocols, measurable goals, and objectives to manage day-to-day operations and quality improvement processes. Collaborates with the IT team members to solve complex procedural, operational and technical problems.

• Supervises, trains, coaches, directs, coordinates, and disciplines personnel while adhering to organizational human resource policies and procedures as well as related employment laws.  Recommends hire and termination personnel actions for positions supervised.

• Define, develop, and execute a software asset management strategy and roadmap aligned with the organization’s priorities, including software asset management tools and/or managed services: Aligns IT strategy and planning with the institution's business goals and objectives.

• Integrates business and service strategy into an enterprise architecture roadmap: Assesses and applies emerging technologies, practices, and processes and strategizing and executing projects to improve efficiency and innovation.

• Partners with business and technology subject matter experts to elicit and translate business requirements into technological solutions: Participates in and supports the design and modeling of tactical architectures for delivery, development and support of projects. Establishes and maintains high quality training plans to provide IT team members with sufficient resources to perform their support tasks.

• Implements or integrates software, hardware and cloud based solutions into ACC's application stack: Collate and verify software inventory data and reconcile software inventory and usage with entitlements. Verify the accuracy of software entitlements and deployment data across the organization with assigned software and contract owners.

• Collaborates collegewide with business owners, development teams and technology leaders on product development, best practices, and automation: Ensure effective governance to review, enhance, and/or develop a software asset management framework, policies, processes, and procedures, metrics and KPIs. Evaluates software products to determine their applicability to the system and/or project. Consults with outside vendors.

• Provides direction and vision for the continued refinement of the technology support for our stakeholders: Educate stakeholders on software asset management value through training and the publication of reports and dashboards on software usage, license compliance, costs, and risk optimization for IT finance, IT procurement, IT security, and compliance, product managers, etc.

• Oversees the entire application and operation delivery to provide timely and efficient delivery of services to customers and business partners: Analyzes workflow and assigns and/or schedules work to meet priorities and goals.

• Provides excellent customer service and support to the requesting department team members, management, vendors and staff in identifying computing needs and system requirements to ensure full comprehension of the requirements of the requesting department. Monitors and responds to tickets per IT dept standards.

• Evaluates software products to determine their applicability to the system and/or project. Consults with outside vendors. Works with ITBO to track cloud-hosted and SaaS apps to ensure usage and cost optimization is carried out.

• Manages customer issues and customer escalations, provides proper communications internally and externally throughout the process, and follows up on customer complaints: Initiates customer satisfaction feedback to the Director of Technology Support Services to continually improve processes, operations, and user experience.

Additional Job Specific Duties

• Maintains a high degree of awareness of applications enhancements and new solutions from current and prospective vendors.

• Maintains a positive working relationship with software vendors to ensure timely installations and problem resolution.

• Develops reports for teams across the business.

• Conducts frequent meetings with staff to review and discuss various company and departmental policies and procedures, to address problems and concerns, and as a tool in building teamwork.

• Manages ticketed query system and ensuring a comprehensive database of queries and resolutions is kept up to date.

• Manages and resolves trouble tickets escalated to the departments assigned in a timely manner and within Service Level Agreements.

• Keeps abreast of new technological and/or procedural developments and guides staff as appropriate in the use of new procedures and technologies.

• Responsible for staff career growth including technical proficiency improvements, communication and presentation skills, and holds staff accountable for administrative status reporting.

Knowledge

Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Supervisory principles, practices, and methods.

• Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT systems; ITIL, Project Management, and various others.

• Administrative support of enterprise-level applications and understanding of how they all function together and apart.

• Ability to develop, review and follow documented procedures.

• Asana, Survey Monkey, Box, Salesforce, Gsuite, Okta, Qualtrics, Google Apps for Education, ID Works, Active Directory, Print services, a variety of third party applications, SQL, AIX application administration. (Job specific duties may prefer or require experience in all or some of the above areas.)

• Understanding of Open Records Act and relevant federal guidelines.

• Ability to execute at scale in a dynamic environment, build strong relationships and promote collaboration, identify talent, recruit, hire, coach, mentor and build high performing technical teams; experience setting direction, tracking progress, and ensuring accountability.

• Ability to effectively inspire and influence teams and partners in delivering technology enabled business solutions that meet business needs.

• Competency in application design walk-through; and effectively provides constructive input for application improvements.

• Experience with query and control languages, programming languages, and database systems.

• Experience in the administration and performance tuning of application stacks.

• Experience with monitoring systems (e.g., Logic Monitor, Zabbix, PRTG) and automation software (e.g., Okta, Puppet, cfengine, Chef, Ansible Salt).

• Scripting skills (e.g., shell scripts, Perl, Ruby, Python, PHP).

• Networking knowledge (OSI network layers, TCP/IP, VLANS); API configuration and customization.

• Knowledge and experience with Google Apps for Education, ID Works , Ellucian Colleague, other Enterprise Resource Planning applications.

• Knowledge and experience with VMWARE, VDI, MS office, WSUS, Deep Freeze/Faronics.

• Knowledge and experience with change management, Incident management, CMDB, ITIL, Project Management.

• Experience and expertise in providing high-level technical support to end users.

• Okta Administration experience and/or Secure Sign-On Provisioning.

Skills

Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Maintaining an established work schedule and providing on call direction as needed to resolve computer-related problems.

• Effectively using interpersonal and communications skills, including tact and diplomacy.

• Effectively using organizational and planning skills with attention to detail and follow-through.

• Efficiently meeting deadlines, schedules, and target dates.

• Effectively supervising, leading, and delegating tasks and authority.

• Maintaining confidentiality of work-related information and materials.

• Establishing and maintaining effective working relationships.

• Strong analytical skills and the ability to solve complex and challenging problems in an efficient, maintainable, and flexible way. Ability to gauge the scope and impact of problems and escalate as required.

• Consulting and advising departments regarding problem identification, procedural change, application program modification, and problem resolution.

Technology Skills

• Use a variety of spreadsheet, word processing, database, and presentation software.

• Okta Administration Experience

• GSuite Administration Experience

• GAM

• GSuite Administration Experience

• 5+ years of Saas administration experience.

Required Work Experience

• Three years ACC Supervisor Certificate Series Program will satisfy the supervisory experience required for this position.

Preferred Work Experience

• Five or more years of application support management experience.

• Ellucian/Colleague work experience, complex web application work experience within a higher education environment, and/or work experience with enterprise-level systems.

• related work experience including one year supervisory experience.

• Ten or more years of IT experience in a progressively more responsible role.

• Ten or more years of Application Engineering experience.

• Five or more years of management of a technical team.

• Five or more Saas application administration experience.

Required Education

• Bachelor's degree.

Preferred Education

• Bachelor's Degree in IT, Computing Studies, Information Systems, Business Administration or related discipline.

Special Requirements

Licenses/Certifications; Other

• Valid Texas Driver's License and reliable transportation for travel in the Austin area as required.

Other Preferred Qualifications

• Ellucian/Colleague/Other Enterprise Resource Planning work experience, complex web application work experience within a higher education environment, and/or work experience with enterprise-level systems.

• Okta Integration.

• Knowledge of major administrative or educational software applications, such as finance, human resources, or student systems.

• ITIL Certification.

• ITSM Certification.

• MCSD Certification.

• MTA Certification.

• AWS Certified Developer.

• Salesforce Certification.

• PMI Certification.

Salary Range

$97,689 - $122,111

Number of Openings:

1

Job Posting Close Date:

December 23, 2024

Clery Act

As required by the US Department of Education, employees are required to report violations under Title IX and, under the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act), select individuals are required to report crimes. If this position is identified as a Campus Security Authority (Clery Act), you will be notified, trained, and provided resources for reporting.

Disclaimer

The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC at its discretion to enable individuals with disabilities to perform essential functions of the job.