Manager, Network Operations

The University of Southern California (USC) Department of Information Technology Services (ITS) is seeking a Manager of Network operations and with an exceptional commitment to service excellence to join our team. 

This Manager, Network Operations will drive innovative solutions to support network planning, coordination, installation, maintenance, and repairs. Ensures reliable technology services (e.g., capacity planning, network management, performance) and that leadership/management standards and technology services employed are aligned with those specified in network service level agreements.

As the Manager, Network Operations, you will be an integral leader within the Infrastructure Services team while reporting to the Director of Network Engineering.  This is a full-time position eligible all USC Benefits + Perks available to its tenure such as comprehensive medical coverage, generous PTO and retirement matching, and free tuition. 

MINIMUM QUALIFICATIONS:

The ideal candidate for the position of Manager, Network Operations must meet the following qualifications:

• A bachelor’s degree or combined experience/education as substitute for minimum education.

• Six years’ experience in network operations, information technology, higher education and/or other relevant fields.

• Three years’ experience supporting large campus network environments. Extensive background in IT infrastructures (e.g., LAN/WAN, data centers, disaster recovery facilities). Experience on IT help desks (e.g., internal reporting, database management).

• Working knowledge of OSI layer 1-3 protocols. Experience with state/federal data regulations and requirements (e.g., FERPA, HIPAA).

• Ability to manage security protocols and implementations (e.g., IPSec, NAT, ACLs). Working knowledge of security technology platforms (e.g., Fortinet, Palo Alto, Cisco). Demonstrated leadership, interpersonal, organizational, and critical thinking skills. Experience with service delivery governance processes and development.

• Exemplary interpersonal and written/oral communication skills. Proven ability to interpret and apply pertinent policies, procedures, regulations, and requirements.

• Demonstrated ability to communicate technical information to non-technical audiences.

• Proven ability to manage multiple projects, set priorities and work collaboratively in team environments.

• Demonstrated experience developing positive working relationships, managing high-performing, multifunctional teams with strong collaboration, communication, and technical documentation skills.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

PREFERRED QUALIFICATIONS:

Exceptional candidates for the position of Manager, Network Operations will also bring the following qualifications or more:

• Bachelor’s degree in business administration, engineering, computer science, computer information systems, or related fields. ITIL foundations certification.

• Existing or eligible to obtain security clearances.

• Eight years’ experience in IT or other relevant industries.

• Five years’ experience supporting large, complex campus networks.

• Three years’ experience in leadership/management roles.

• Demonstrated experience anticipating customer needs.

• Ability to forecast emerging/future technology trends and articulate strategies motivating others to innovate.

• Proven track record of establishing strong relationships and delivering consumer-focused solutions in large IT enterprises.

• Advanced judgment, analytical, and decision-making skills. Fluent in one or more languages in addition to English (e.g., Spanish, Korean, American Sign Language).

SCOPE OF THE ROLE

The Manager, Network Operations will:

• Implements network maintenance, administration, releases, upgrades, and changes into the environment, working closely with data and voice engineering teams and leadership to minimize service disruptions. Develops, maintains, supports, and optimizes key functional areas in support of network infrastructure.

• Oversees network operations team productivity and performance using various tools and reporting methods, reviewing key metrics and trends. Works closely with senior leadership to identify, implement, and support cost- effective, leading solutions for field services. Builds and maintains relationships with relevant stakeholders to ensure delivery of consistent, reliable service.

• Ensures the availability, performance, and operational integrity of network operations by managing and supporting network assets across campuses. Collaborates with relevant stakeholders in both administrative and academic units, providing direct technical support and consultations for incident, problem, and change management processes for all wired, wireless, and network service issues.

• Oversees the development, implementation, and maintenance of department policies, procedures, and training plans. Reviews documentation and procedures (e.g., user guides) and supports the implementation of technical and network architecture improvements and optimizations, where needed.

• Manages staff development, helping team members set and achieve career growth goals. Stays current with emerging technology, making recommendations to facilitate innovation. Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics

• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a resilient modern technology infrastructure that delivers the performance necessary to meet the demands of a growing customer base. By training in the latest technologies for its highly productive and motivated workforce and providing outstanding customer experience and technology services, ITS aligns with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align with their abilities and potential. We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 49,500 students, we are located primarily in Los Angeles and various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence.

The annual base salary range for this position is $150,000 to $157,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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Minimum Education: Bachelor's degree Combined experience/education as substitute for minimum education Minimum Experience: 6 years Minimum Field of Expertise: Six years’ experience in network operations, information technology, higher education and/or other relevant fields. Three years’ experience supporting large campus network environments. Extensive background in IT infrastructures (e.g., LAN/WAN, data centers, disaster recovery facilities). Experience on IT help desks (e.g., internal reporting, database management). Working knowledge of OSI layer 1-3 protocols. Experience with state/federal data regulations and requirements (e.g., FERPA, HIPAA). Ability to manage security protocols and implementations (e.g., IPSec, NAT, ACLs). Working knowledge of security technology platforms (e.g., Fortinet, Palo Alto, Cisco). Demonstrated leadership, interpersonal, organizational, and critical thinking skills. Experience with service delivery governance processes and development. Exemplary interpersonal and written/oral communication skills. Proven ability to interpret and apply pertinent policies, procedures, regulations, and requirements. Demonstrated ability to communicate technical information to non-technical audiences. Proven ability to manage multiple projects, set priorities and work collaboratively in team environments.