What are the responsibilities and job description for the ITSM Systems Support Manager position at Indiana State University?

Position Details

About the Institution

Indiana State University is a Tier 2 national University with a Carnegie classification of doctoral/research. Nationally ranked and accredited, we are in Terre Haute, IN and have been recognized by the Princeton Review and the Wall Street Journal among the best universities in the Midwest. Indiana State is one of the most diverse college campuses in Indiana and home to a welcoming community of students, faculty, and staff representing nearly every U.S. state and 36 countries around the world.

Our beautiful, active, pedestrian-friendly campus is located within walking distance of local shops, restaurants, and activities in Terre Haute’s historic downtown district. Situated near the Indiana-Illinois border, we are located 70 miles southwest of Indianapolis and within a few hours of major metropolitan centers in St. Louis, Chicago, and Louisville. On campus, there are 160 student-run organizations, an expansive Student Recreation Center, a Performing Arts Series, and University Speakers Series, among other attractions. Indiana State Athletics, known as the “Fighting Sycamores,” fields 15 NCAA Division I athletic teams in the Missouri Valley Conference.

Ranked nationally for social mobility, Indiana State University transforms the lives of our students through experiential learning, community engagement, and career readiness, serving as a dynamic educational partner for businesses and industries throughout the Midwest. Our faculty provide instruction in small class sizes that provide opportunities for personalized instruction and feedback. Indiana State supports and recognizes faculty research and scholarship, providing an internal grants resource pool and other forms of support, and awarding faculty research honors each spring. Indiana State University is a place of belonging where students, faculty, and staff learn, thrive, and grow together.

Indiana State University is an equal opportunity employer committed to diversity, inclusion, and belonging in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), religion, sexual orientation, gender identity, gender expression, age, national origin, status as an individual with a disability, status as a protected veteran, genetic information, political views or activity, or any other applicable legally protected characteristics. This policy applies to all employment practices within our organization, including recruiting, hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and applicable apprenticeships.
If you need assistance or an accommodation due to disability, you may contact us at isu-humanresources@indstate.edu

Comments to Applicants

Candidates must be eligible to work in the U.S. for other than practical training. The university will not provide visa sponsorship for this position.

Please note: After your application has been submitted, your references may be contacted at any point in the search process.

This position is open until filled. The review of applications will begin on January 16, 2025 and will continue until the position is filled.

Job Title

ITSM Systems Support Manager

Department

Office of Information Technology

Work Schedule

Standard ISU Working Hours
Monday – Friday; 8 AM – 4:30 PM

Notice of Vacancy Number

24-00352

Desired Start Date

03/01/2025

Open Date

01/09/2025

Close Date

Open Until Filled

Yes

Job Category

Staff-Exempt Professional

Job Type

Staff - Full-Time

Pay Grade

Hourly Rate or Salary Range

Commensurate with Experience

Benefits Associated with this Position

Life Insurance: The coverage amount is based on two and one-half times appointment salary rounded up to the next whole thousand with a maximum coverage of $100,000 and includes the same amount of Accidental Death and Dismemberment benefits. The University currently pays the entire cost of coverage.
Medical, Dental and Prescription Drug Coverage: The cost of coverage is shared between employees and the University. Rates are determined by participation in Wellness Program and use of tobacco products. Coverage is available on the first of the month following appointment date.
TIAA Retirement Contributions: Contributions begin based upon the first day of employment at a contribution rate of ten (10) percent of base appointment salary paid in full by ISU. The contributions are vested immediately. There are 40 investment options from which to choose.
TIAA Auto Enroll: New employees are automatically enrolled in a tax deferred retirement program at hire: three (3) percent is deducted before taxes for the program to facilitate retirement planning. Employees may opt out of the program within 90 days.
Long Term Disability Coverage: Employees are eligible after three (3) years of continuous, regular employment with the University. This policy guarantees approved disabled employees a 66 2/3 percent income protection (from all sources) after 180 days of continuous total disability. Immediate participation is available for current members of a comparable group disability insurance program within 90 days prior to ISU employment and that would have provided income protection upon disability for at least five years.
Fee Waiver Program: For the employee, spouse and dependent children: Staff may enroll in up to 18 hours of course work each academic year at a reduced rate. Spouses may enroll in 15 semester hours each academic year with 80% of qualified tuition waived. Dependent children of regular full-time staff who are full-time degree seeking undergraduate students at ISU may receive a fee waiver of 80% of qualified tuition for up to a total of ten (10) semesters.
Sick Leave: Accrued at a rate of 12 days per fiscal year with unlimited accumulation.
Vacation: Pay level 11 and below accrues up to 15 vacation days earned per year 1 through 4; 20 vacation days per year thereafter. Pay level 12 and above accrues 20 vacation days per year

Optional Benefits

Voluntary Life Insurance: Additional amounts of life insurance may be purchased on employee, spouse and dependent children.
Voluntary Vision Plan: May enroll within the first 31 days of employment date.

Job Summary/Basic Function

Overall coordination and design of internal service management systems, oversight for continuity and workflow of process changes and knowledge management, regular auditing of services and process involved in daily operations of OIT tasks.

Specific Responsibilities

Manage OIT’s ITSM environment including configurations and processes related to tickets, knowledge base, asset management, etc.
Provide statistical reports and recommendations
Provide ITSM/ITIL training
Identify and develop automation opportunities

Required Relevant Education & Experience

Bachelor’s Degree (4 years); 2-3 years relevant work experience.

Required Field(s) of Study

Computer Science, Management Information Systems, Information Technology, or related field.

Preferred Relevant Education and Experience

Supervisory Responsibilities

Has direct supervisory responsibilities as a first-line supervisor. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Required Certificates, Licenses and Registrations

Other Required Certificates, Licenses and Registrations

Preferred Certificates, Licenses and Registrations

Other

Preferred Other Certificates, Licenses and Registrations

| ITIL 4 Foundation

Knowledge, Skills and Abilities

Able to adapt to change, Able to assemble, analyze and present data, Able to learn and retain information, Able to multitask, Able to plan, organize, and implement projects in a timely manner, Able to read English, understand, and follow verbal and written instructions, Able to work both independently and collaboratively, Able to work carefully and politely around others, Able to work well with others, Attention to detail, Demonstration of high ethical standards, integrity, professionalism, politeness, and courteousness, Excellent customer service skills, Excellent interpersonal, organizational, planning, teambuilding and problem solving skills, Proven verbal and written communication skills, Work effectively with a diverse community

Other Knowledge, Skills and Abilities

Experience supporting an ITSM platform, Experience with coding logic or Low Code/No Code platforms, Experience with Asset Management, Experience with Knowledge Management

Qualifications & Disclaimer

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The information on this description is designed to indicate the general nature and level of work performed by employees within the classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

NCAA Guidelines

All employees and staff of ISU are bound by all NCAA, Missouri Valley Conference and institutional rules and regulations pertaining to intercollegiate athletics and must conduct themselves in accordance therewith. For more complete information on the duties and obligations of ISU employees and staff in this regard, employees and staff should contact the Compliance Office in the ISU Athletic Department.

No ISU employee (whether paid or a volunteer) shall knowingly influence others to furnish the NCAA or an ISU investigator/compliance officer false or misleading information concerning an individual’s involvement in or knowledge of matters relevant to a possible violation of an NCAA regulation. Failure to abide by this term of employment shall constitute unethical conduct as defined by the NCAA and may result in immediate suspension and/or termination of the employment relationship with ISU.

Position Reappointment Required

Job Duties