Senior Manager, Applications Support

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Austin Community College is a public two-year institution that serves a multicultural population of approximately 41,000 credit students each Fall and Spring semester.  We embrace our identity as a community college, as reflected in our mission statement.  We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.

As a community college committed to our mission, we seek to recruit and retain a workforce that:

• Values intellectual curiosity and innovative teaching

• Is attracted by the college's mission to promote equitable access to educational opportunities

• Cares about student success and collaborates on strategies to facilitate success for populations including; first generation college students, low-income students, and students from underserved communities.

• Focused on student academic achievement and postgraduate outcomes

• Welcomes difference and models respectful interaction with others

• Engages with the community both within and outside of ACC

Job Posting Title:

Senior Manager, Applications Support

Job Description Summary:

To provide high quality and timely administrative data projects to other Austin Community College (ACC) departments and external customers; manage collegewide software development projects; consult with department directors and managers regarding the identification and prioritization of data management needs.

The Sr. Manager is responsible for the success of the Application Support team. This role will manage a team of technical administrators and engineers to ensure the success of ACC.

Job Description:

Description of Duties

Essential duties and responsibilities include the following. Other duties may be assigned.

• Manages responsibility for the ITSM Tier 3 and 4 troubleshooting support and ensures assignment of requests for escalations as necessary to appropriate IT teams: Creates protocols, measurable goals, and objectives to manage day-to-day operations and quality improvement processes. Collaborates with the IT team members to solve complex procedural, operational and technical problems.

• Supervises, trains, coaches, directs, coordinates, and disciplines personnel while adhering to organizational human resource policies and procedures as well as related employment laws.  Recommends hire and termination personnel actions for positions supervised.

• Define, develop, and execute a software asset management strategy and roadmap aligned with the organization’s priorities, including software asset management tools and/or managed services: Aligns IT strategy and planning with the institution's business goals and objectives.

• Integrates business and service strategy into an enterprise architecture roadmap: Assesses and applies emerging technologies, practices, and processes and strategizing and executing projects to improve efficiency and innovation.

• Partners with business and technology subject matter experts to elicit and translate business requirements into technological solutions: Participates in and supports the design and modeling of tactical architectures for delivery, development and support of projects. Establishes and maintains high quality training plans to provide IT team members with sufficient resources to perform their support tasks.

• Implements or integrates software, hardware and cloud based solutions into ACC's application stack: Collate and verify software inventory data and reconcile software inventory and usage with entitlements. Verify the accuracy of software entitlements and deployment data across the organization with assigned software and contract owners.

• Collaborates collegewide with business owners, development teams and technology leaders on product development, best practices, and automation: Ensure effective governance to review, enhance, and/or develop a software asset management framework, policies, processes, and procedures, metrics and KPIs. Evaluates software products to determine their applicability to the system and/or