IT Program Manager

Program Manager

As the Program Manager for the Platform Support Analyst team, you will provide strategic oversight and visionary leadership, ensuring seamless alignment with the organization's goals and service commitments. In this role, you will be responsible for driving continuous improvement across technology support functions, fostering a high-performance culture, and delivering measurable outcomes that enhance both internal operations and end-user satisfaction. Your leadership will be pivotal in optimizing processes, strengthening collaboration, and ensuring the delivery of exceptional support services

What you'll do:

• Managing a team that has end-to-end responsibility for supporting the organization's core technology infrastructure and end-user needs, covering areas such as Microsoft 365 administration, endpoint security, service desk ticket resolution, and AV assistance. Their efforts ensure systems remain reliable, secure, and aligned with both current requirements and future growth
• Working closely with all levels of Platform Support Analysts, providing guidance, mentorship, and performance feedback that fosters ongoing professional growth. Encompasses a leadership style that empowers individuals to perform at their best, whether they are honing foundational skills as students or analysts or refining strategic problem-solving skills. This role also oversees recruitment efforts-identifying skill gaps, defining position requirements, and selecting candidates who will thrive in a collaborative, results-oriented environment
• Continuous improvement is a core component of this leader's approach. By analyzing performance metrics, gathering feedback from both internal stakeholders and end users, and staying abreast of industry best practices, identify opportunities for process enhancements and new technology adoption. This role guides the team in piloting these improvements, measuring outcomes, and integrating successful innovations into standard procedures
• A key aspect of the role is to ensure that support processes, standards, and objectives are met across the entire Platform Support team. The Program Manager will coordinate daily operations by reviewing service desk metrics, identifying capacity issues, and making adjustments to maintain optimal performance. Whether it's monitoring backlog, refining ticket workflows, or allocating resources to address emerging priorities, the manager will have ultimate responsibility for maintaining a high-quality support function that meets Service Level Agreements (SLAs) and other key performance indicators
• Assist in the planning and tracking of internal security audits, coordinating with relevant departments to ensure timely completion. The managers efforts ensure that audit findings are meticulously documented and communicated to the appropriate parties, maintaining transparency and accountability across the organization
• Strong relationships with executive leadership, departmental heads, and external vendors are essential in this role. Providing regular status updates on the performance and progress of the Platform Support program, highlighting successes, escalating critical risks, and recommending course corrections as needed. By maintaining open lines of communication, ensuring decision-makers remain informed, collaborative input is encouraged, and all parties have a clear understanding of program milestones and challenges
• In collaboration with other leaders in the Technology & Solutions department, develops and manages program-level initiatives aimed at enhancing user support, streamlining processes, and adopting new tools or platforms
• Create detailed project plans, define success criteria, and coordinate cross-functional resources to ensure on-time, on-budget delivery. This holistic view of projects and programs allows the manager to align day-to-day tasks with broader organizational strategies
• Beyond driving performance metrics, this role plays a key role in shaping the culture of the Technology & Solutions department. Through team-building activities, recognition programs, and constructive feedback, cultivates an environment where every Platform Support Analyst-regardless of level-feels valued, motivated, and equipped for success. The managers leadership ensures that user-focused service, collaborative problem-solving, and professional growth are woven into the fabric of the program
• Perform other related duties as assigned

What you'll need:

• Effective communication with diverse stakeholders - able to collaborate with both technical and non-technical stakeholders to drive alignment and ensure business project needs are met in accordance with technology best practices
• Strong expertise in project delivery methodologies with deep knowledge of best practices, methods, and techniques for effective project execution
• Proven interdepartmental collaboration skills which have demonstrated ability to work across departments, ensuring clear communication and shared objectives
• Passion for Microsoft 365 with strong interest and investment in learning and applying best practices for these systems
• Experience with service ticketing and project management tools with familiarity with platforms that support efficient tracking and delivery of services
• Understanding of compliance and audit procedures, especially in the context of information security and data protection
• High-level confidentiality and responsibility, capable of handling sensitive information related to ASU Enterprise Partners, its affiliates, University stakeholders, and confidential prospect data with discretion
• Advanced technical problem-solving skills, ability to resolve complex issues while considering both strategic and tactical implications
• Collaborative team player that thrives in a team-based environment, contributing positively to group efforts and shared goals
• Excellent interpersonal skills with strong and collegial communication abilities, effectively engaging with technical and non-technical colleagues in person, in writing, and by phone
• Diplomatic strategist that is able to navigate rapidly changing, complex situations involving multiple stakeholders with competing priorities
• Proficient in business process documentation, skilled at creating detailed and accurate documentation of current and future processes
• Agility in complex environments, adept at managing shifting priorities and communication plans with flexibility and precision
• Independent and team-oriented workstyle, capable of working autonomously while contributing collaboratively to team success
• Highly organized and detail-oriented, ability to manage multiple projects simultaneously with accuracy and efficiency
• Proactive problem solver that takes initiative, sets clear priorities, and adapts to changing circumstances with flexibility
• Ability to hire, motivate, develop, and retain a high-performance team
• Commitment to ASU's mission, passionate advocate for the vision of ASU as the New American University

Relevant qualifications:

• Bachelor's degree in Information Technology, Business Administration, Management, or related field AND
• At least four (4) years program management or project management at a technology company and/or in a technical capacity, OR
• Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved

Benefits:

• Hybrid work schedule. We work from home two days a week!
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) plan with matching employer contribution
• 22 days of vacation time
• 11 holidays, including your birthday
• Parental leave
• Significant tuition reductions
• Professional development is highly valued at ASU Enterprise Partners, where employees are encouraged to look across the organization and nurture new areas of interest
• $30 bi-weekly cell phone reimbursement

At ASU Enterprise Partners:

ASU Enterprise Partners is a private, nonprofit organization whose mission is to provide an ecosystem of services to create solutions and generate resources to extend Arizona State University's reach and advance its charter. ASU Enterprise Partners supports ASU and several affiliates, including the ASU Foundation for a New American University, ASU Outreach Hub, ASURE, NEWSWELL, Skysong Innovations and University Realty.

ASU Enterprise Partners is home to several Centers of Excellence whose purpose is to provide professional services to its affiliates. The Centers of Excellence include Finance, General Counsel, Investments, Public Relations and Strategic Communications, Human Resources, Facilities and Operations, Data Analytics and Insights Planning, Budgeting and Strategy, and Technology and Solutions.

At ASU Enterprise Partners

We serve

ASU and one another with integrity, trust and compassion

We engage

step up, own it, collaborate

We innovate.

continuously, fearlessly, make decisions and take risks

We care

that everyone feels respected and valued for who they are

ASU Enterprise Partners is an Equal Opportunity Employer

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