HFA IT Lead

Title: HFA IT Lead

Executive Area: Information Technologies

College/School/MBU: Information Technology

Department: IT Operations

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Onsite

Job Summary

The Information Technology Lead recommends, coordinates, and supports technology needs for IT project implementations and high-level enterprise desktop technology as directed by the College or department leadership. IT Lead collaborates with Dean's Office, Directors, and departments to provide guidance with regard to infrastructure, research support, security and equipment. Collaborate and coordinate with the College or department leadership and Central IT staff on strategic partnerships and projects that support the college or department's mission.

Essential Functions

Ensures high quality and effective support for servers, desktops, and mobile devices utilized by faculty and staff in multiple departments with functions that comprise of recording, classification, troubleshooting and resolution of client incidents and service requests.

Supervises and prioritizes workload for an assigned small technical team that similarly provide support for servers, desktops, laptops, and mobile devices. Develop and mentor team members through establishing performance expectations, training plans, mentoring behaviors to build a customer centric culture.

Coordinates the communication, review, testing, planning, implementation and training of latest services introduced by Central IT to College or department's faculty and staff.

Provides technical consultations as required for the College or department stakeholders.
Provides direction and technical support to faculty and staff experiencing technological challenges with patience and clarity during in-person, phone or online interactions.

Performs ongoing evaluation of College or department administrative, academic and research technology needs; partners with Central IT to implement necessary technology to support faculty and staff. Work with stakeholders to ensure IT project advancement and success. Collaborates with staff to research, evaluates and makes recommendations for advancing technology use to improve communication, administration and advising processes.

Regularly conducts needs assessments regarding available technology (hardware and software), infrastructure to support technology, and data security. Monitors and evaluates technology infrastructure services (wireless and wired internet access) and works to improve service and solve problems.

Serves as the College's or department's liaison for campus information technology groups, vendors, and others and make recommendations for technology purchase and maintenance, relocation / disposal of hardware and software, and data security protocols, policies, and procedures.

In conjunction with Central IT and partners, manages the operation and maintenance of video conferencing, classrooms, computer labs, and distance learning systems located in the College or department and provides training and support to faculty and staff with regard to related technology and equipment.

Ensures that the College or department complies with applicable state and federal laws and regulations, and University policies and procedures. Keeps current and makes recommendations to the Dean or directors, and IT for needed resources to maintain compliance. Provides initial response to information security breaches and implements preventative procedures to mitigate risks.

Other Functions

Maintains an electronic inventory of information technology owned by the College or department; maintain departmental records regarding location, configuration, repair and replacement of equipment. Develops and maintains licensing agreement listing and performs check in / check out of shared licenses for the College or department.

Cross-trains to provide and receive back-up IT support. Pursues professional development opportunities and / or monitor established and emerging trends, standards, protocols and developments in information technology, particularly in higher education and online learning environments.

Participates in campus IT meetings and working groups as…