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El Paso

    Associate Managing Director - El Paso, United States - TTUHSC

    TTUHSC
    TTUHSC El Paso, United States

    3 weeks ago

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    Description
    Extended Job Title
    Associate Managing Director (IT/Alberta)

    Org Level 1
    Texas Tech Unv Hlth Sci Ctr El Paso

    Position Description
    Assists in managing a department that has institutional oversight responsibilities. Responsible for the development, coordination and administration of the department.

    Requisition ID
    37135BR

    Travel Required
    Up to 25%

    Major/Essential Functions
    Managing, recruiting and training of the client computing team and evaluate performance.

    Ensuring Customer service istimely and accurate on a daily basis by creating after hour support schedule and phone coverage schedule.

    Establish best practices through the entire technical support process to ensure the abandoned call rate remains below 10%.
    Develop daily, weekly and monthly KPIs and performance metrics. Identify metrics to measure customer service and response time. Assigntickets accordingly among the team within 24 hours.

    Proactively collect continuous feedback from customers and help desk agents both toimprove the performance of the service as well as to improve the products or services that the team is offering.

    Liaison between other IT areas and/or vendors when discussing new projects or issues.

    Act as the communication channel between thestakeholders and the client computing team and support the IT department in its vision.

    Develop help desk processes, document and audit them often, and ensure that they're up to the relevant industry standards and compliant withservice level agreements and regulations.

    Continuously analyze the workflows and performance metrics and implement strategies to improvethem and make them more efficient and streamlined.
    Work closely with cyber security office on the patching of desktops and laptops and any related endpoints.

    Drive the strategy of our assetmanagement software by ensuring patches are scheduled regularly and the data is clean and updated.

    Work closely with departments on yearly Surplus and PC and Laptop refresh by providing a summary of inventory and cost and schedulingSurplus department pick up.

    Ensure the IT PC database is updated with clean data and workflows are followed by client computing team.
    Adhere to all TTUHSCEP policies, procedures and processes.
    Personally demonstrate, display, and act in accordance with TTUHSCEP's values (Service, Respect, Accountability, Integrity, Advancement,and Teamwork). Actively promote and encourage staff across the institution.
    Other duties as assigned.
    Be available during after hours as needed.

    Grant Funded?
    No

    Minimum Hire Rate
    Compensation is commensurate upon the qualifications of the individual selected

    Pay Basis
    Monthly

    Work Location
    El Paso

    Preferred Qualifications
    Experience supervising a help desk an/or related IT department.

    Campus
    HSC - El Paso

    Department
    Information Services Elp

    Required Attachments
    Cover Letter, Resume / CV, Transcript

    Job Type
    Full Time

    Pay Statement

    Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan.

    For additional information, please reference the institutional pay plan on the Human Resources webpage.

    Job Group
    First line Managers

    Shift
    Day

    EEO Statement

    As an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.

    Required Qualifications
    Bachelor's degree in related field required plus six years administrative or management experience.
    Additional education may be substituted for the required experience on a year-for-year basis.

    Does this position work in a research laboratory?
    No

    Jeanne Clery Act

    The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information.

    By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees.

    To view this report, visit the

    TTUHSC Clery Act website .

    #J-18808-Ljbffr
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