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 Service Management

IT Service Managers develop, maintain, and support IT service performance management processes for enterprise level services; analyze, review and measure service level performance against agreed upon service level agreements (SLAs); establish, implement, and enforce standards, procedures, and service levels; collaborate in defining the proper metrics and key performance indicators (KPIs) in evaluating service delivery quality and performance levels; evaluate and define strategies for improving processes and procedures; develop and implement changes and improvements. Note: IT Service Managers spend the majority of their effort overseeing enterprise level services, as opposed to managing a smaller scale service as part of an IT Administrator role.

• Ensure high availability and performance of enterprise level services aimed at improving value and efficiency, reducing risk, and increasing customer satisfaction
• Collaborate in the planning and management of operational support for services, including identifying business requirements, project planning and organizing, negotiating allocation of resources, and defining and communicating service milestones and service level agreements
• Work with stakeholders to develop and communicate service roadmaps
• Manage evaluate, plan, and implement integrations with current and future enterprise systems
• Collaborate with organizational stakeholders to develop performance standards and KPIs in support of established SLAs
• Measure service performance and develop and implement strategies to improve process and cost effectiveness
• Ensure diversity and accessibility are critical points of consideration in all service planning discussions
• Manage the support request and incident ticket queues by communicating with users and allocating the appropriate resources to ensure quick resolution
• Identify service incident/request trends and proactively create tactical plans to address potential issues
• Coordinate and manage the evaluation, development, and implementation of future enhancements; manage vendor relationships and participate in RFPs for development work and service features
• Develop and lead training workshops/sessions and provide other learning opportunities for service users
• Ensure support resources such as knowledge base articles (KBA) are implemented, reviewed, and revised on a continuous basis
• Stay abreast of developments in web technologies and how they relate to service delivery
• May supervise staff members, including hiring, development, and performance management

Level:

– Senior Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates comprehensive knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. May demonstrate subject matter expertise. Demonstrates intermediate to advanced planning, organizing, directing, and facilitating skills. Demonstrates the ability to coach assigned employees. Assigns and reviews completed work to verify accuracy, quality, and adherence to professional standards. Trains, coaches, mentors, and motivates staff. Anticipates potential problems, issues, and opportunities; researches and recommends solutions within defined policies. May develop creative recommendations for solving problems.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Professional track, performs work at the Senior Professional level or higher)

Fiscal Responsibilities:

– May validate and pay invoices
– Monitors and tracks budgets for specific area and/or grant(s)
– May assist in planning and forecasting budgets

Problem Solving:

– Encounters moderately complex problems
– Applies general precedents and practices and specialized knowledge and skills to resolve problems
– Understands benefits, limitations and impact of potential solutions
– Anticipates potential problems and recommends possible solutions within general guidelines

Independence of Action:

– Works independently on moderately complex work assignments, reviews progress, and evaluates results
– Organizes work of direct reports and sets team priorities
– Reviews the work of others to verify accuracy, quality, and adherence to professional standards

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly, accurately and persuasively both verbally and in written materials intended for distribution

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