Help Desk Manager - 13085
This posting is no longer available.
ATTENTION:
The Instructional, Communication, and Information Technology Department seeks a Help Desk Manager.
JOB DETAILS:
Reporting to the Deputy Chief Information Officer, this position will manage the operation of the iCIT Technology Support Center (TSC) Helpdesk and support customers in the use of university-supported technology. The TSC Manager will be responsible for dispatch procedures as well as the training and supervision of student technicians. The position requires building managing a successful student team that delivers effective service as the first point of contact for campus technology programs and questions.
The successful candidate should have extensive experience with the daily management of Help Desk operations to include proficiencies with ITIL methodology, incident management systems, and general technologies. The position requires a strong commitment to providing quality customer service, an ability to develop effective business processes, and a talent for developing technology resources into productive support teams. The position requires the ability to work in complex situations without sacrificing quality of service. The position requires an effective communicator who can work closely with technology staff in the division as well as convey information effectively to customers. Will be an active participant in the following safety rules and regulations including necessary training and drills.
RESPONSIBILITIES:
75% A. Manage the iCIT Technology Support Center (TSC) Helpdesk
A1. Oversee the daily operation of the TSC Helpdesk while meeting all campus support service objectives (SLOs).
A2. Provide technology support to faculty, staff, and students over the phone, via email, and in person.
A3. Hire, train, supervise, and mentor students to perform first-level Helpdesk support tasks, including the use of the ticket tracking system.
A4. Schedule resources to ensure Helpdesk coverage during hours of operation.
A5. Develop processes for first-level staff to resolve customer problems and questions.
A6. Provide ticket status information to second-level desktop staff and management.
A7. Report and escalate ticket problems based on criteria established for the work unit.
A8. Provide Helpdesk metrics for informative decision making.
A9. Help customers understand and adhere to campus technology policies and standards.
A10. Collect and maintain completed forms required for user accounts and software home use.
A11. Develop and maintain internal Helpdesk documentation.
A12. Manage content on iCIT website related to helpdesk and training.
A13. Implement methods to track effectiveness of service and customer satisfaction.
20% B. Participate in iCIT Initiatives
B1. Communicate customer concerns and needs to iCIT planning groups and serve as a customer advocate in planning processes.
B2. Participate in divisional planning and policy development.
B3. Participate in test groups for piloting new technologies and trouble-shooting problems.
B4. Coordinate internal communication during project rollouts and serve as primary contact point for customers.
B5. Participate in divisional projects and special assignments as designated.
B6. Influence the workplace in a positive manner and participate in effective team-building.
5% C. Personal Skills and Professional Development
C1. Assist management with the preparation of annual goals.
C2. Participate in professional development activities identified to enhance job skills.
QUALIFICATIONS:
Knowledge, Skills, and Abilities
•Experience with Windows operating systems, including the ability to troubleshoot system, application, and basic networking issues.
•Experience with Mac operating systems, including the ability to troubleshoot system, application, and basic networking issues.
•Knowledge of computer hardware and peripherals including memory, video, disk drives, printers, etc.
•Experience with mainstream browsers and their associated functionality (Internet Explorer, Firefox, Chrome, Safari).
•Knowledge and practical application of ITIL methodologies.
•Experience with multi-level, technology helpdesk support.
•Experience in supporting technology training program, including the assessment of training needs, the development of training plans and courses, the development of training documentation and coordination of all training workshops.
•Ability to develop and implement effective business processes.
•Experience in hiring and supervising students.
•Excellent communication skills.
•Strong problem-solving skills.
•Ability to work with a diverse set of customers with a variety of skill levels.
•Ability to handle multiple concurrent tasks.
•Ability to work independently with limited supervision.
•Ability to work effectively in a team with other technology specialists.
•At least three years of experience in training and supporting customers in office technology.
•Experience in a higher education environment a plus.
SPECIAL NOTES:
The University of Wisconsin-Whitewater is an Equal Opportunity and Affirmative Action Employer, and actively seeks and encourages applications from women, people of color, persons with disabilities, and all veterans.
Wisconsin Statute 19.36(7)(b) provides that applicants for positions may indicate in writing that his or her identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wisconsin Statues 19.36 (7)(a).
The University of Wisconsin - Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills.
UW-Whitewater conducts criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment.
For UW-W Campus safety information and crime statistics/annual Security Report, see http://www.uww.edu/asfr. If you would like a paper copy of the report please contact the UW-Whitewater Police at 262-472-4660.
TO ENSURE CONSIDERATION:
Applications received by JUNE 5, 2017 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process.
If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact us at 262-472-1024 or hrstudent@uww.edu.
For questions regarding the position please contact:
Kathy Rettmann
Office Associate
262-472-7790
icithr@uww.edu
TO APPLY:
-Resume
-Cover Letter
-3 professional references
This Job ID is: 13085.
Who are you?
A potential applicant who is NOT currently employed by the University of Wisconsin System, click here: UW-Whitewater External Applicants
A current employee of the University of Wisconsin System, click here: UW-Whitewater Internal Applicants
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