Scope of Job

To manage and supervise the daily operations of the assigned area within IT End User Support Services to ensure that highly skilled information technology support is provided for a wide range of technical issues and any requests related to the University's IT needs.

Description of Duties

• Oversees the daily operations of the assigned area within IT End User Support, including the handling of service requests and incidents.
• Provides leadership, training, mentoring and performance evaluation to assigned staff.
• Ensures that all support staff provide professional and competent IT Support to students, faculty, and staff.
• Manages and coordinates resolution for urgent, escalated and complicated requests and incidents for the area.
• Develops a mature escalation processes to ensure free flowing escalation and information within the University.
• Trains, coaches and mentors staff and oversees staff activities to ensure high quality support.
• Develops and presents all needed training material to staff as well as end users.
• Monitors staff performance, professionalism, attitude and attendance and initiates and follows through with employee coaching or disciplinary actions when needed.
• Performs staff scheduling to ensure coverage during normal business hours and during unusual circumstances and monitors services levels throughout the shift.
• Participates in planning, scheduling and implementation of special project activities in coordination with other functional teams to ensure IT processes and systems being deployed or upgraded are fully functional and validated for production environment and any follow-up services are provided to the University population.
• Provides data and reporting of service levels and ongoing projects to IT department management in ad-hoc, weekly, monthly basis or as needed.
• Ensures staff is aware of current IT environment and special situations, workarounds, etc.
• Assess the needs of the area and makes recommendations to management.
• Follows up on any open issues and verifies items are resolved.
• Consults with management to find a solution on situations that may require additional client support or escalation.
• May manages process for communicating unplanned/emergency outages to the University.
• Reviews survey feedback to improve services, professionalism, tools and support experience.
• Performs or oversees after hours and weekend support, systems installation and maintenance, as needed.
• Keeps confidential all applicant, client, and department/university proprietary information.
• Performs other duties as assigned.