Manager, Technology Support and Operations (Administrator I), Technology Support Center

California State University, San Bernardino•San Bernardino, CA

2d•$4,135 - $9,305•Onsite

About The Position

Under the general direction of the Deputy Chief Information Officer, the Technology Operations Manager provides leadership, planning, and operational oversight for enterprise technology infrastructure and cloud-based services that support the University's academic and administrative mission. The incumbent manages a team responsible for Microsoft 365, Google Workspace, OnBase Enterprise Content Management, systems administration, and related technology operations to ensure reliable, secure, and customer-focused IT services. The Technology Operations Manager leads operational initiatives, service improvements, infrastructure projects, and vendor relationships while fostering collaboration across Information Technology Services and campus stakeholders. This position is responsible for maintaining the availability, security, and continuous improvement of enterprise technology services through effective staff leadership, operational planning, and sound technology management practices.

Requirements

Bachelor's degree in Business Administration, Computer Science, Mathematics, or related field, AND four (4) years of responsible experience as a Computer Support Analyst or in a related field. A comparable amount of training, education, or experience may be substituted for the minimum requirements.
Collaborative and consultative leader who builds strong relationships with diverse teams and promotes inclusive excellence.
Fosters open communication, trust, transparency, fairness, and effective conflict resolution.
Demonstrates integrity, adaptability, professionalism, and a strong commitment to teamwork.
Strong problem-solving skills focused on service improvement and customer satisfaction.
Builds effective relationships with internal and external stakeholders, including vendors.
Knowledge of IT management best practices, trends, methods, and technologies.
Working knowledge of AWS, Microsoft Azure, and Google Cloud Platform.
Broad knowledge of enterprise infrastructure, including servers, virtualization, networking, telecommunications, and applications.
Strong analytical skills to evaluate data, identify trends, and resolve operational issues.
Business acumen to strategically manage personnel, budgets, technology, and information resources.
Makes timely, informed decisions while considering goals, constraints, priorities, and risks.
Applies innovative thinking to address operational and workplace challenges.
Strong project management skills from planning through implementation and evaluation.
Ability to develop and implement policies, procedures, standards, and guidelines.
Exercises sound judgment and discretion in handling sensitive personnel matters.

Nice To Haves

Combination of business skills, emotional intelligence, and technical experience.
Experience leading a team in a collective bargaining environment.
Advanced degree in relevant or related fields.
Specific experience with current technology related to institutions of higher education.
Current technical certification in related fields such as cloud architecture.
Project management professional (PMP) and/or IT certifications such as ITIL (Information Technology Infrastructure Library).

Responsibilities

Manage the day-to-day operations of Technology Operations, ensuring reliable enterprise IT infrastructure and technology services that support the University’s academic, administrative, and business functions.
Provide leadership, direction, and supervision to Technology Operations staff responsible for cloud services, enterprise collaboration platforms, systems administration, identity management, and related technology services.
Establish operational priorities, assign work, monitor staff performance, evaluate service outcomes, and ensure departmental objectives and service expectations are met.
Oversee daily technology operations, including incident response, system maintenance, service restoration, and operational support to ensure the availability, reliability, security, and continuity of enterprise technology services.
Manage the operational delivery of enterprise collaboration and cloud services, including Microsoft 365, Google Workspace, Exchange Online, Microsoft Teams, SharePoint, OneDrive, and related platforms.
Oversee identity lifecycle management and related identity and access management services to support secure and effective access to University technology resources.
Ensure enterprise collaboration, cloud, and identity services comply with University security requirements, software licensing agreements, CSU standards, and applicable regulatory requirements.
Direct the operational management and administration of enterprise technology platforms and supporting infrastructure.
Oversee system administration activities, vendor-supported maintenance, disaster recovery readiness, service continuity planning, and operational support.
Ensure enterprise systems remain available, properly supported, secure, and aligned with departmental and University service expectations.
Lead operational planning and continuous service improvement initiatives to enhance technology reliability, customer service, efficiency, and overall operational effectiveness.
Direct the implementation of approved technology projects and initiatives using established project management and operational practices.
Monitor technology service performance, identify operational risks and improvement opportunities, and implement appropriate corrective or enhancement measures.
Manage Technology Operations personnel, including recruitment, hiring, supervision, professional development, performance management, and staff evaluations.
Administer departmental budgets and oversee financial resources, procurement activities, software licensing, contracts, and vendor relationships.
Monitor contract performance, vendor services, expenditures, and resource utilization to ensure effective fiscal and operational management.
Represent Technology Services on University committees, workgroups, projects, and cross-functional collaborative initiatives.
Maintain knowledge of emerging higher education technology practices, CSU policies and standards, regulatory requirements, and industry trends through ongoing professional development.
Support Technology Services and University-wide initiatives that promote operational excellence, service reliability, security, and continuous improvement.
Perform additional management responsibilities, special assignments, and related duties in support of Technology Services, divisional operations, and University priorities.