Manager, Workstation and Technology Services
Library Information Technology
Yale University Library
Salary Grade: 25
Schedule: Full-time (37.5 hours per
week); Standard Work Week (M-F, 8:30-5:00)
Yale University offers exciting opportunities for achievement and growth in
New Haven, Connecticut. Conveniently located between Boston
and New York, New Haven is the creative capital of Connecticut with cultural
resources that include two major art museums, a critically-acclaimed repertory
theater, state-of-the-art concert hall, and world-renowned schools of
Architecture, Art, Drama, and Music.
The University and the Library
The Yale University Library, as one of the world's leading research libraries,
collects, organizes, preserves, and provides access to and services for a rich
and unique record of human thought and creativity. It fosters intellectual
growth and supports the teaching and research missions of Yale University and
scholarly communities worldwide. A distinctive strength is its rich spectrum
of resources, including around 12.8 million volumes and information in all
media, ranging from ancient papyri to early printed books to electronic
databases. The Library is engaging in numerous projects to expand access to
its physical and digital collections. Housed in eighteen buildings including
the Sterling Memorial Library, the Beinecke Rare Book and Manuscript Library,
and the Bass Library, it employs a dynamic and diverse staff of approximately
five hundred who offer innovative and flexible services to library
readers. For additional information on the Yale University
Library, please visit the Library's web site at www.library.yale.edu.
Under the supervision of the Library Chief Technology Officer, manages, and
monitors the design, development, implementation, and communication of
policies and practices for a sub-unit within the Library Information
Technology department that supports the Yale University Library. Manages a
team of Desktop Support technicians responsible for delivering expert,
efficient, and cordial computing support to the Library's staff, as well as
some specialized patron systems. Manages the desktop, laptop, and mobile
computing environment for the Library. Recruits, trains, and manages a staff
of Macintosh, Windows, and Mobile OS technical professionals responsible for
providing service and support. Coordinates with Yale ITS on computing
infrastructure issues as needed. Manages a $375K+ equipment budget including a
bi-annual equipment request cycle. Works on special projects as assigned.
Workstation and Technology Services is a tier 1, 2, & 3 support organization
focused on interacting with Library customers on a daily basis. We are the
first point of contact for many IT services and our emphasis is on enhancing
the productivity of our customers by providing service as reliably and
efficiently as possible. We are committed to providing a reliable and secure
computing infrastructure. Our primary objectives include providing great
customer service and improving customer satisfaction.
Leads, manages, and advises a team of technical experts on all aspects of
policies, practices, systems and procedures within the department.
Provides managerial and technical expertise regarding the daily operations in
one or more functional areas.
Manages and implements guidelines and systems and recommends changes to
maintain consistency with the mission of department objectives.
Manages and works extensively with staff to develop and administer support
Participates on project teams and act as a liaison with other institutions,
campus organizations, vendors, and committees.
Stays current with emerging technologies and makes recommendations for
adopting new technology in the library.
Responsible for scripting software releases to more than one thousand library
computers using VBScript, Active Directory and Tivoli Endpoint Manager;
deployment of software packages with BigFix Relevance scripting language.
Manages client/server applications using shell scripting, command line
utilities, and batch files.
Works with all units to identify, analyze, and develop approaches that
successfully meet the goals and objectives of Yale University Library and the
University as a whole.
Defines and tracks service metrics and works with staff to meet client needs
and service standards.
Implements appropriate controls and quality assurance; ensures adherence to
the process, consistent and efficient trouble resolution, error reduction, and
continuous process improvement.
Manages the operating budget for their organizational unit.
Recruits and trains technical staff.
Ensures compliance and timeliness of all Federal and State regulatory
Manages a staff of non-exempt employees.
May perform other duties as assigned.
Reviews and determines staffing needs, job posting requirements, salary
guidelines, and labor agreement interpretations for exempt and non-exempt
staff in one or more functional department of the University.
Manages the administrative support needs for exempt and nonexempt staff and
provides recommendations, improvements, solutions and assistance as needed.
Manages and monitors technology needs, conducts inventory, and system
requirements for the assigned departments.
Develops and prepares budgets, financial forecasts, and financial analyses and
the actual vs. budgeted performance reports for the departments.
Manages the use of facilities in one or more departments including office
space, work stations, equipment, and office supplies.
Manages administrative support for activities of one or more departments to
ensure timely completion of projects.
Manages and coordinates training sessions for assigned departments when new
policies or practices are adopted.
Ensures compliance with University and federal regulations as they apply to
the assigned departments.
Identifies, plans, and develops administrative policies for the assigned
Assists in reviewing and implements University and departmental policies as
they pertain to the administrative functions of the assigned department.
Assesses and makes recommendations regarding staff development and staffing
Monitors, develops, plans, and executes systematic research on user
requirements through such mechanisms as surveys, interviews, focus groups and
Manages a staff of exempt and non-exempt employees.
May perform other duties as assigned.
Required Education and Experience:
Bachelor's Degree in a relevant technical field and six years of related
technical experience or an equivalent combination of education and experience.
Required Skills and Abilities:
Demonstrated ability to manage, mentor and develop staff, including technical
areas. Demonstrated exceptional customer service
skills. Demonstrated ability to motivate and mobilize a
team around shared goals. Demonstrated project management
Advanced skills with contemporary desktop computing
technology, including Mac, Windows, Unix, and Mobile OS, hardware and software
In depth ability with Active Directory and its components:
implementing group policy, managing computers, organizational units, users,
groups, profiles, software management and deployment.
Comprehensive, expert-level ability with
desktop operating environments.
Demonstrated ability with SQL databases and administering
Preferred Education, Experience and Skills:
Management experience in a higher education environment.
Demonstrated knowledge of BigFix Relevance.
Experience with VBScript, Visual Basic, Visual Studio, and Windows Software
Preferred licenses or certifications:
ITIL Foundations, Service Now, Microsoft Certifications.
Salary and Benefits
We invite you to discover the excitement, diversity, rewards and excellence of
a career at Yale University. One of the country's great workplaces, Yale
University offers exciting opportunities for meaningful accomplishment and
true growth. Our benefits package is among the best anywhere, with a wide
variety of insurance choices, liberal paid time off, fantastic family and
educational benefits, a variety of retirement benefits, extensive recreational
facilities, and much more.
Applications consisting of a cover letter, resume, and the names and contact
information of three professional references should be sent by creating an
account and applying online at http://www.yale.edu/jobs for immediate
consideration - the STARS req ID for this position is 19654BR Please be sure
to reference #19654BR in your cover letter.
Background Check Requirements
All external candidates for employment will be subject to pre-employment
background screening for this position, which may include motor vehicle and
credit checks based on the position description and job requirements. All
offers are contingent on successful completion of a background check. Please
visit www.yale.edu/hronline/careers/screening/faqs.html for additional
information on the background check requirements and process.
Please visit http://www.yale.edu/hronline/careers/screening/faqs.html for
additional information on the background check requirements and process.
Yale University is an affirmative action/equal opportunity
employer. Yale values diversity in its faculty, staff, and
students and strongly encourages applications from women and members of
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