IT Operations Coordinator

Ball State University; United States; On-site; USD 47,279,000 - 51,119,000; Full time

Benefits offered by this job

Vacation days

Sick days

Holidays

Parental leave

Health and dental insurance

Retirement benefits

Tuition assistance

Job summary

Ball State University seeks an IT Operations Coordinator to lead the Operations Control Center, coordinating incident response and monitoring for BSU's critical IT systems. The role includes mentoring OCC students to ensure 24/7 coverage and collaborating with support teams to resolve outages.

The ideal candidate will oversee security for IT spaces, manage incident tickets in ServiceNow, and produce utilization reports from Webex. On-site role with campus impact.

Qualifications

• Associate’s degree or equivalent.
• At least one year of related experience in a forward-facing customer service field.
• Good written and verbal communication skills.

Responsibilities

• Coordinate the timely response, reporting, and monitoring to all campus-wide IT incidents and problems.
• Provide physical security oversight and auditing for critical IT spaces.
• Supervise OCC student employees and ensure 24/7 coverage.
• Maintain operational environment and supplies in the OCC.
• Generate utilization reports from Webex and IT Status Page.

Skills

IT incident response

Customer service

Team supervision

24/7 monitoring

Education

Associate degree

Bachelor's degree

Tools

ServiceNow

PRTG

UC4

Webex

Job description

Position Title: IT Operations Coordinator Compensation: $16.50 - 17.84 Department: VP for Information Technology_E Start Date: 09/21/2026

About this opportunity: If you enjoy being in the middle of the action and delight in mentoring students, this position might be for you. You’ll play a pivotal role in the Operations Control Center, responding to IT system outages and coordinating those resolutions. You’ll also be responsible for supervising talented OCC students to provide 24/7 coverage in monitoring BSU’s critical IT systems. Come join our team. Candidates for searches must have current authorization to be employed in the United States without employer sponsorship.

What you'll do and what you'll bring:

Position Function: Coordinate the timely response, reporting, and monitoring to all campus-wide IT incidents and problems; provide physical security oversight and auditing; provide initial response and resolution of technical issues within the Operations Control Center (OCC); provide oversight, training, and guidance for OCC student employees; provide utilization reporting from the Webex system; maintain the operational environment and needed supplies within the OCC; act as Operations liaison between internal and external departments.

Duties & Responsibilities:

1. Monitor, analyze, and troubleshoot ServiceNow requests and trouble tickets, console messages, and wall monitors using standard protocols for local and hosted systems, including ERP Systems via multiple consoles (ServiceNow, PRTG, UC4, IT System Status Page, Site 24 X 7, LobbyGuard).
2. Respond to and take corrective action in response to system messages and failures by determining technical priorities based on set standards and documented procedures. Use vendor manuals and other documentation to report and/or resolve problems. Contact and communicate job and/or systems status with Enterprise Information System Services (EISS) and other support personnel.
3. Perform monthly/quarterly security reviews of physical access to critical IT spaces, specifically Robert Bell (RB) Data Center & Burkart Building (BB). Coordinate with Key Control in generating access log reports for each site and reviewing them against the RB and BB Kiosks, and/or log sheets for discrepancies. Provide summary report to management for review and subsequent action.
4. Gather information that impacts the OCC and coordinate the resolution of technical issues with support teams such as the System team and/or the UTS Help Desk and escalate issues per pre-established guidelines. Manage and complete problem reports and support tickets via the ServiceNow system.
5. Hire, train, and supervise OCC student workers; includes coordinating enhanced security access, scheduling, planning, recommending, and implementing policies and procedures. Maintain up-to-date Student Manuals on OneDrive while assuring they provide 24/7 coverage and excellent customer service.
6. Analyze, respond to, and initiate technical troubleshooting and resolution for hardware device malfunctions and system alarms within the data centers so corrective action can be determined. Contact and effectively communicate with departments/vendors via phone and email to resolve hardware issues.
7. Work with the Operations Control Center Manager to develop, create, and administer technical policies and procedures and solution documentation for the OCC; consult with OCC members concerning problem areas and find solutions. Provide utilization reporting from the Webex system. Fill in as needed in the absence of the Operations Control Center Manager.
8. Manage and maintain PRTG monitored devices and the IT System Status Page website providing real-time system availability for critical IT System Status. Assist in the review of documented customer issues to allow for ERP Support to create solutions and future enhancements.
9. Work with staff, faculty, and departments to promote better communications and customer service via the BSU Information Representative and OCC students. Collect, analyze, and report data to document project outcomes; generate and present reports using standard formats and graphical summaries; provide training and technical assistance as needed to implement project activities.
10. Backup Ball State Information Representative who provides telephone assistance and general information to university offices, faculty, staff, students, and local, regional, national, and international callers as needed.
11. Maintain the operational environment and procure needed supplies for the OCC and Information Representatives.
12. Serve as essential personnel; perform other related duties as assigned.
13. Maintain regular and predictable attendance.

Minimum Qualifications:

• Associate’s degree or equivalent.
• At least one year of related experience in a forward-facing customer service field.
• Good written and verbal communication skills.

Preferred Qualifications:

• Bachelor's degree in computer technology, business administration, social science, information technology, or related field.
• Additional years of related experience.

What we offer:

• Paid 10 to 24 vacation days.
• 12 sick days.
• 10 holidays a year.
• Paid parental leave (6 weeks).
• Affordable health and dental insurance.
• Robust long-term disability and life insurance plans.
• A range of retirement benefits.
• Cover 90 percent of your child's (or children's) undergraduate college tuition at Ball State.
• Cover 100 percent of the tuition costs for you to earn your undergraduate degree.
• Cover 80 percent of your graduate tuition.

Curious about our excellent benefits package? We have developed a calculator that show you the value of our core benefits. Select the Total Compensation Calculator - Staff (Exempt) and download our calculator spreadsheet.

Goodness requires action to grow. We're dedicated to doing our part to keep goodness growing in Muncie, at our university, and as far beyond as possible. That's where you come in. When you join our team, you become part of goodness in action. Our main priority: uplifting students so they can discover their full potential.

This is how we fly. There are about 3,000 full-time faculty and staff in the Ball State University work family. Each brings unique gifts to help us be the kind of institution we want to be. In return, we do our best to take care of them through comprehensive medical and dental plans, a Health Savings Account (which we contribute to), and a whole range of wellness, retirement, and other benefits like covering the cost of tuition at Ball State for you and your family. We can offer you more.

Where you live matters just as much as where you work. We get it. That's why we've invested since the very beginning in making our hometown work. On campus, find state-of-the-art facilities and one-of-a-kind arts and cultural events. In Muncie, you'll find a warm and welcoming community with affordable housing and a vibrant downtown arts, food, and music scene. What could be better? You here - for starters.

Ball State University is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to race, religion, color, sex (including pregnancy), sexual orientation, gender identity or gender expression, disability, genetic information, ethnicity, national origin or ancestry, age, protected veteran status, or any legally protected status. Ball State provides accommodations to qualified individuals with disabilities who can perform the essential functions of the position. Contact Melissa Rubrecht, Director of Employee Relations, at 765-285-1823 for assistance. People and Culture Services Administration Building (AD), Room G008 2000 University Avenue Muncie, IN 47306 8:00 a.m.-5:00 p.m. Monday-Friday Phone: [phone] Fax: [phone]