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Job Req ID:  113784

IT Manager

Johns Hopkins Public Safety is seeking an IT Manager Client Services, who supports client endpoint devices (desktops, laptops, phones), various software applications, and access to centralized data storage repositories and services, as well as specialized JHPS software installations (video management, panic alarm, access control administrative console, etc.) and management of endpoints.


This position is responsible for managing and reporting enterprise ticketing software and will oversee desktop support and client services across all campuses including JHPS/JHPD personnel along with JHHS/JHU personnel with specialized JHPS IT software.


The IT Manager Client Services works with departmental administrative, academic leadership or senior JHPS leadership to develop and implement plans for service delivery in support of organizational operations.


Leads projects of varying complexity, which may include those requiring multi-disciplinary and vendor collaboration. Supervises frontline IT professionals, acting as a resource for staff including technical guidance, and may include hands-on responsibilities.


Specific Duties & Responsibilities

  • Maintains relationships with customer base to better understand their needs and address organizational goals.
  • Manages the customer relationship and satisfaction as well as adherence to service level agreements.
  • Creates and promotes a culture of excellent customer service.
  • Manages LAN Admins and oversees client service requests and incident requests.
  • Establishes and oversees service ticketing system.
  • Provides metrics on service response.
  • Coordinates with JHU/JHHS IT regarding general computing services.
  • Develops training and user support documentation.
  • Provides input and recommendations to and/or formulates plans. Takes direction from leadership to implement those plans for the success of the unit.
  • With an awareness of organization’s needs as well as the larger technology landscape of the institution implements technology solutions that meet departmental needs.
  • Helps establish budgetary goals and provides input towards priorities. May develop IT operations budget.
  • Participates in the establishment of technology policies and practices and implements them to ensure security and regulatory compliance.
  • Represents organizational IT, academic or administrative leadership, in meetings related to IT policies and procedures across the institution.
  • Establishes and maintains ties with colleagues throughout the institution to ensure optimal collaboration and coordination of effort.
  • Maintains relationships with technology vendors for the department.
  • Within functional scope has direct responsibility for the design, development, and application of technical solutions that satisfy customer needs and are essential to the ongoing operations of the department or IT function.
  • Is responsible for multiple IT projects that impact the department or IT function, including requirements gathering, planning, delegation of component tasks to team members and monitoring progress toward completion.
  • As necessary actively participates in group’s delivery of services.
  • Recruits, develops, retains, organizes and manages performance of staff.
  • Assigns tasks, monitors progress and provides guidance.


The responsibilities listed above are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.


Knowledge, Skills & Abilities

  • Track record of collaboration.
  • Ability to prioritize conflicting demands.
  • Excellent written and oral communications skills with ability to maintain confidentiality.
  • Ability to lift up to 50 pounds.
  • Ability to sit for long periods of time.
  • Experience with Microsoft software support and supporting desktops and laptops.



Minimum Qualifications
  • Bachelor’s Degree.
  • Five (5) years’ experience supporting IT services for an IT organization; must have at least two (2) years in supervisory role with project management.


Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.


* JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience.Additional related experience may substitute for the required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

** Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.



Preferred Qualifications
  • ITIL Certification.
  • Five (5) years’ experience supporting higher education or law enforcement.

 

 

Classified Title: IT Manager 
Role/Level/Range: ATP/04/PF  
Starting Salary Range: $84,700 - $148,300 Annually (Commensurate with experience) 
Employee group: Full Time 
Schedule: 37.5 M-F 
Exempt Status: Exempt 
Location: Hybrid/Eastern High Campus 
Department name: ​​​​​​​VP for Public Safety Office of  
Personnel area: University Administration 

 

 

Total Rewards
The referenced salary range is based on Johns Hopkins University’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. The COVID-19 vaccine does not apply to positions located in the State of Florida. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Hybrid: On-site 3-4 days a week

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