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Index/Position No.:                               50300/225600                                     Level 14

Position Title:                                        Manager, Systems Support

Department:                                          Office of Information Technology

Expectations for All Employees

East Tennessee State University pursues its mission based upon core values.  An employee's job performance must support and exhibit the university's core values:

PEOPLE come first, are treated with dignity and respect, and are encouraged to achieve their full potential;

RELATIONSHIPS are built on honesty, integrity and trust;

DIVERSITY of people and thought is respected;

EXCELLENCE is achieved through teamwork, leadership, creativity, and a strong work ethic;

EFFICIENCY is achieved through wise use of human and financial resources; and

COMMITMENT to intellectual achievement is embraced.

Function of Position

Responsible to the Associate Vice President for Information Technology and Chief Information Officer for the administration of the Windows/Unix/Open VMS server environment in support of the essential administrative functions of East Tennessee State University, including SungardHE Banner and Plus.  This includes management of the Operations staff, who support the daily operation of the SunGardHE Plus software, and the Server Administration staff, who perform system management functions for the Windows, Unix, and Open VMS servers.  The Windows servers run applications that provide general services to the campus community, such as E-mail and Blackboard/D2L support, as well as specialized applications for campus departments, such as the College of Business and Technology and MEAC.  The Unix servers run Banner; the Open VMS servers run Plus.  The Manager of Systems Support also acts as the primary administrator for the Open VMS servers.  Problem diagnosis and resolution is a key function of the personnel managed by the Manager of Systems Support.  Working closely with the OIT Help Desk and the affected user, the Systems Support analysts diagnose the issue and either directly resolve it or work with the vendor to get it resolved.  The Manager of Systems Support performs diagnosis and resolution for Open VMS issues.   The Manager of Systems Support is responsible for the environment within and security of the Lucille Clement Computing Facility where approximately 80 physical servers are house for Information Technology and other departments.  This facility also houses the storage area network that supports Banner data.  The Manager of Systems Support is responsible for development and maintenance of a comprehensive plan for recovery of normal University administrative functions for a disaster, either natural or man-made.  The Manager of Systems Support participates in the strategic planning process in support of the long range information technology goals of the University. 

Essential Functions

-        Manages Systems and Operations personnel.

-        Manages OpenVMS systems (account creation, problem resolution, procedure development).

-        Leads technical projects as assigned (Luminis, High Performance Computing Cluster, Student email to GMail, Antivirus solution, Disaster Recovery, Enterprise Backup).

Secondary Functions

-        Addresses customer support issues.

-        Participates on committees concerning IT infrastructure and resources.

-        Orders supplies and equipment to support daily operations and systems management.

Knowledge and Abilities

-        Knowledge of the OpenVMS operating system.

-        Ability to diagnose and correct problems affecting the functioning of the OpenVMS hardware and software.

-        Ability to effectively communicate, both verbally and written, with persons at all levels of a large organization, either academic or corporate.

-        Knowledge of Windows and Sun Solaris server management environment.

-        Knowledge of technology trends affecting the hardware and software, especially as it pertains to server management and operations.

Supervision Given and Received

Performs under general supervision.  Plans and arranges own work which is directed toward an established objective.  Supervises administrative and support staff.

Minimum Qualifications

Bachelor's degree in Computer Science or related field; 8 years of experience; training in management of OpenVMS Alphaserver systems and clusters.

June 2007