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:

– Principal Manager

Base Description:

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

Level Summary:

– Demonstrates awareness of broad issues and management trends. Applies exemplary management principles. Evaluates impact of policy and adjusts accordingly. Ensures appropriate skills are developed and maintained within team/unit. Realigns staff responsibilities to meet desired changes. Provides administrative and policy direction. Develops and articulates broad goals. Fosters collaboration between units. Engages in written and verbal communications that reach a university-wide and/or broad external audience. Develops and implements solutions to highly complex and often controversial problems.

Supervisory Responsibilities:

– Oversees teams of other supervisors/managers
– Leads a business unit

Fiscal Responsibilities:

– Plans, forecasts, develops, and/or approves budgets
– Typically has final signature authority for business unit

Problem Solving:

– Encounters highly varied and complex problems that may have a significant impact on multiple units and/or the University
– Regularly develops creative and/or novel approaches to resolve the most difficult problems
– Creates an environment that encourages imaginative solutions to problems

Independence of Action:

– Work results are not clearly defined and may be frequently changing
– Sets own goals and determines how to accomplish results with few or no guidelines to follow
– Oversees completed work of others and is accountable for unit results
– Delegates advanced tasks to others and provides guidance to team members

Communication and Collaboration:

– Communicates with both internal and external audiences
– May represent the University externally
– Collaborates closely with team members and other leaders across the University
– Communicates a compelling vision that inspires and motivates others

• Comp Grade – 13
• Minimum – $86,300.00
• MidPoint – $107,900.00
• Maximum – $129,500.00