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:

– Senior Manager

Base Description:

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

Level Summary:

– Demonstrates advanced skills in critical functions related to unit's success. Demonstrates advanced knowledge of emerging technologies and processes. Monitors completed work of others to ensure effectiveness and adherence to requirements. Sets clear expectations and holds team accountable. Establishes a shared team/unit vision. Demonstrates ability to evaluate and enhance team/unit practices that promote a strong commitment to inclusionary practices. Coaches others using appropriate strategies. Demonstrates diplomacy. Demonstrates ability to serve as liaison between senior-level management and staff. Resolves complex, controversial, or unprecedented issues and problems.

Supervisory Responsibilities:

– Oversees large team or teams of individual contributors and/or supervisors/managers
– Leads a department or functional area

Fiscal Responsibilities:

– Monitors and tracks large budgets
– Plans, forecasts, and/or develops budgets
– May approve budgets for specific area
– Typically has final signature authority for specific area

Problem Solving:

– Encounters highly varied and complex problems that impacts the team and possibly the unit
– Develops creative and/or novel approaches to resolve problems that are difficult in nature
– Independently resolves complex and/or unprecedented issues and problems

Independence of Action:

– Work results are not clearly defined
– Generally sets own goals and determines how to accomplish results with few or no guidelines to follow
– Monitors completed work of others to ensure soundness of approach, effectiveness of meeting requirements, the feasibility of recommendations and adherences to requirements
– Delegates more 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
– Fosters collaboration between units and engages others' coordinated efforts to reach desired outcomes with broad scope

• Comp Grade – 12
• Minimum – $76,700.00
• MidPoint – $95,900.00
• Maximum – $115,100.00