Information Technology Student Support Manager, WCIT Client Services

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Information Technology Student Support Manager, WCIT Client Services

Job Profile Title

Information Technology Manager

Job Description Summary

Founded in 1881 as the world’s first collegiate business school, the Wharton School of the University of Pennsylvania is shaping the future of business by incubating ideas, driving insights, and creating leaders who change the world. With campuses in Philadelphia and San Francisco, Wharton has over 850 staff, a faculty population of more than 235 renowned professors, and 5,000 undergraduate, MBA, executive MBA, and doctoral students. Each year, 13,000 professionals worldwide advance their careers through Wharton Executive Education’s individual, company-customized, and online programs. More than 104,000 Wharton alumni form a powerful global network of leaders who transform business every day. Wharton is home to a diverse staff population representing a rich array of backgrounds, expertise, and cultures. To learn more, visit www.wharton.upenn.edu.

The IT Manager will provide and be responsible for the comprehensive delivery and implementation of IT services across all academic departments in the Wharton School. They will directly manage 3-4 IT staff members. They will work with other managers to provide a consistent quality of service and implement standard processes across the school. They will be the point of escalation for high-priority requests. This individual will work collaboratively on school initiative projects and represent the Technology Services team within Wharton Computing. In addition to these responsibilities, the candidate will also manage the hiring process for Co-ops/Student workers and ensure their proper training and practices as part of a centralized service desk. Safeguard the team by following appropriate escalation paths and communication protocols to resolve issues. Manage the team’s performance, growth, and development. Coordinate daily hybrid/remote schedule coverage to warrant resources are available to support users during stated operating hours.

Job Description

Job Responsibilities

• Supervise an IT team to provide comprehensive technical support to faculty, staff, doctoral students, and various department members across all Wharton academic departments.  This is accomplished by building relationships within the departments and focusing on how to be proactive in our support. 
• Promote consolidation of support resources by implementing and utilizing desktop management tools and resources.
• Support and train faculty in the use of classroom technologies, learning management systems, and custom applications that enhance the teaching experience for faculty. 
• Evaluate, recommend, purchase, and implement new technologies and products.  Support fiscal operations of academic departments when it relates to information technology

Qualifications

• Bachelor’s Degree with 3-5 years of related experience or equivalent combination of education and experience is required.
• Experience in managing and supporting staff or a service desk.
• Deep technical knowledge of computing hardware and troubleshooting technical issues.
• Possess experience working with a wide variety of clients and stakeholders.
• Ability to work collaboratively and influence lateral decision making.

Job Location -