Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

IT Support

IT Support Managers oversee a team of support personnel who troubleshoot and resolve IT issues; ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems; plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time; develop and train help desk staff; analyze help desk activities and develop tools and process improvements to optimize service and staff performance.

• Manage staff members, including hiring, development, and performance management
• Oversee the scheduling and work quality for staff and/or student workers and prioritize ticket management
• Create and manage escalation procedures and ensures service levels are maintained.
• Provide guidance and explain policies and procedures to IT support staff and end-users
• Mentor and train other staff members; ensure standard practices and policies are adhered to
• Develop effective processes and procedures
• Review, update, maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current; oversee development of user training
• Oversee the establishment of resources such as knowledge-base articles and white papers to resolve user issues
• Create, track, and maintain reports and provide updates to upper management
• Lead internal projects and/or project teams
• Interact with hardware and software vendors; may have purchasing responsibilities
• Provide input in determining technology needs of the unit; recommend technology needs based on standards

Level:

– Manager

Base Description:

– Manages direct reports where primary duty is the management of a working unit.

Level Summary:

– Demonstrates proficient ability in work design, project management, financial planning and development of goals for accomplishing unit assignments. Reviews and guides work to ensure conformity to policy and effective approaches. Evaluates employee performance and recommend development opportunities. Demonstrates ability to coach employees. Presents and communicates key university indicatives and connects it to unit contributions. Provides broad guidelines. Develops, evaluates, enhances, and/or implements quality improvement practices. Recommends innovative solutions.

Supervisory Responsibilities:

– Oversees a team (typically 4 or more; no fewer than 2) full
– time direct reports of individual contributors and/or first level supervisors.

Fiscal Responsibilities:

– Monitors and tracks department/area budget
– May plan, forecast, and/or assist in developing budgets
– May have final signature authority for specific area

Problem Solving:

– Encounters varied and complex problems
– Helps to develop creative and/or novel approaches to resolve problems that are difficult in nature but within limited scope
– Modifies, adapts, or refines guidelines if necessary to resolve issues or problems

Independence of Action:

– Works independently on complex or strategic assignments
– Uses existing practices and advanced working knowledge to determine appropriate work methods for the team
– Reviews completed work of others for conformity to policy, and effectiveness of approach
– Delegates advanced tasks to others

Communication and Collaboration:

– Communicates with both internal and external audiences
– Collaborates closely with team members and various areas across the University
– Prepares written and/or verbal presentations or proposals on complex issues and delivers to a broad variety of audiences
– Communicates key university initiatives and how unit’s work contributes to their achievement
– Presents ideas, concepts and instructions in a clear manner, and uses persuasion and negotiation to build consensus and cooperation
– Establishes and maintains networks to facilitate successful communication among units

• Comp Grade – 11
• Minimum – $68,200.00
• MidPoint – $85,200.00
• Maximum – $102,300.00