How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline experience that directly relates to this position.

Competitive salary available based on qualifications, experience and education of the selected candidate.

Summary

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for a Collaboration Services Manager with the ITS Collaboration Services Team.  This position supervises a team of IT pros who are responsible for platform administration, automation, API integrations, configuration, tier 3 user support, and overall service delivery of cloud collaboration services such as Google Workspace for Education, Zoom, Microsoft 365, Slack, Dropbox, and others.

Collaboration Services are woven into all aspects of research, teaching, learning, and administration of U-M.  The services you oversee are ubiquitous to making Blue go. Your customers are world renowned faculty, highly skilled staff, and the brightest students anywhere. Their ambition is to change the world.  If your ambition is to provide the tools and excellent customer service to help them do it, this position is for you.

You will interact with customers, vendors, and support teams to resolve problems, develop implementation plans, meet project timelines, communicate status reports, and provide excellent customer service to all constituencies.

This position reports to the Director of End User Services. 

Who We Are

ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information, please visit our website: https://its.umich.edu/about

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Maternity and Parental Leaves
• Vision and Dental Insurance

Responsibilities*

• Overall supervision and performance management of high functioning team of 7 technology professionals and additional student/temp employees
• Service Management activities for key services within the Collaboration portfolio, making sure that Service Level Expectations (SLEs) are met, act as escalation point for customer/vendor issues, prioritize operational work (ticket management, etc.) to ensure incidents, problems, and changes are appropriately communicated and fully resolved
• Prioritize team work, develop implementation plans for projects, provide status reports, exchange relevant information with stakeholders, meet timelines and identify risk
• Perform domain level administration of cloud platforms with purview over top level functions, account operations, settings configuration, documentation of policy and procedures, and technical rollout of new features
• Create, modify, and update written procedures, processes, and technical support knowledge effectively with content tailored to the level and type of target audience
• Represent ITS as directed in relevant campus groups, forums, communities, and discussions

Required Qualifications*

• Bachelor's degree in computer science, information science, business analysis, or a related field, or equivalent combination of relevant and current education and experience.  
• 5+ years working in a role providing end user technical support.
• 3+ or more years of supervisory experience
• Experience administering and/or providing tier 2/tier 3 support for enterprise level platforms such as AWS, Google, Microsoft 365 or Azure, VMWare, or other enterprise platforms.
• Service management/ownership experience with an enterprise wide technology service
• Demonstrated ability to perform day-to-day administration tasks, troubleshooting, root-cause analysis, and service restoration
• Demonstrated excellent attention to detail.
• Demonstrated excellent customer service skills.
• Strong writing/communication skills with the ability to deliver clear messaging to a variety of audiences/skill levels.

Desired Qualifications*

• Direct Experience administering Google Workspace for Education, Dropbox, Zoom, or Slack
• Familiarity with test driven development
• Experience working in a higher education institution

Additional Information

This position may work with and/or support systems that maintain or process sensitive institutional data as defined by University policy. You must comply with federal, state and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards including, but not limited to: ITAR, EAR, HIPAA and FISMA. You are responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. according to university policy.

Physical Demands/Work Environment

• The position offers the ability to work from the Ann Arbor campus or remotely at this time, based on business and University needs. Remote work agreements are reviewed on a yearly basis. may require reporting to campus for special events or as directed
• Occasionally work during non-business hours and on weekends, or participation in on-call rotation may be required

Application Deadline

Job openings are posted for at least seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.