Job Summary

The award winning UITS Support Center is currently hiring full-time Supervisors to join our team. We are committed to providing excellent customer service during every single client contact. Our support is available 24 hours a day, 7 days a week.

Department-Specific Responsibilities

• Responsible for providing excellent customer service to the Faculty, Staff, Students, Parents, Alumni, Donors and other external audiences at Indiana University.
• Manages performance of hourly staff through mentoring and clearly communicates progress and areas of improvement through regular meetings; influences hourly staff to accomplish desired goals.
• Oversees proper completion of outstanding issues and handles unassigned and escalated issues in real time.
• Serves as an IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
• Documents and tracks calls received and follows up with clients until a satisfactory resolution is reached.
• Responsible for training, mentoring, and overseeing the work of hourly and temporary workers.

General Responsibilities

• Provides technical consulting, advising, and systems analysis services for client-supported software and systems.
• Utilizing system analysis techniques and procedures, conducts research and evaluates use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends.
• Provides advice for best practices of deployment of collaboration solutions; partners with appropriate technical staff on unique problems requiring specialized knowledge.
• Stays up-to-date on emerging technologies, trends, and best practices; makes recommendations to improve IT support processes and procedures.
• Communicates effectively with clients in resolving escalated issues.
• May provide informal and formal training to faculty staff and students on information technology.
• Adheres to documentation standards (issues, resolutions, updates/changes).