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Responsible for the day-to-day activities required to ensure efficient management and operations of the University’s Managed Print Service (MPS) program and enterprise print services and products. Also responsible for the Lifecycle Management of all 3rd party hardware and software products associated with the Enterprise Printing System.
•Understanding of Managed Print Services (MPS) program operation and business model
•Strong technical aptitude (e.g., hardware, applications, jargon, etc.)
•Strong analytical and problem solving skills
•Superior customer service skills
•Strong decision making skills
•Strong written and verbal communication skills
•Demonstrated team leadership experience
•Ability to effectively interact with stakeholders at all organizational levels
•Experience working with and managing external vendors
•Strong interpersonal skills
•Strong organizational and time management skills
•Detail-oriented, self-starter with outstanding follow-through skills
•Ability to multi-task
Bachelor’s degree and three to five (3-5) years of experience in related field
Provides internal daily operational program management for the University’s Managed Print Services (MPS) program which includes all 3rd party hardware and software.
Administers MPS 3rd party hardware and software products and is responsible for LCM, including upgrades, patching, testing, installation, etc. and ensures companion product integrations remain current.
Coordinates with functional business divisions and partners to successfully achieve tasks related to operational and strategic management of the MPS program (e.g., Business Services, network, desktop, facilities, directory services, information security, central and distributed technology support staff)
Gathers and distributes department requirements for MPS print device moves, adds, changes, disposals, and coordinates print device implementations for new or renovated campus buildings in coordination with Business Services, functional business divisions, and MPS vendors.
Works with department business manager to ensure product licensing is current; produces and maintains product usage guidelines.
Serves as a tier-2 support person for support users and escalated issues for the help desk; directs escalated questions/issues to vendors when necessary; creates and maintains a constructive relationship with vendors.
Produces and maintains a support plan, training plans and support documentation for end users, and the help desk. Maintains knowledge of MPS goals, standards, policies, and procedures
Defines best practices and drives new process adoption for efficient management of the MPS program
Serves as internal escalation point for vendor service delivery, University customer satisfaction, and internal technical issue management and participates in monthly MPS program reviews, monitors vendor SLA’s
Participates in quarterly reviews for security/compliance components of print device standard configurations and Assists with 3rd party asset disposals and hard-drive sanitization; manages University’s “hot-swap” print device inventory for critical business functions
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