Senior Manager of Technology HelpDesk Services - Muncie, United States - Ball State University

Description

Posting Details

Position Information
Ball State is a great place to work In fact, Forbes has ranked Ball State University as the fourth-best midsized employer-and the only recognized education institution-in the State of Indiana.Learn More

Any BSU employee, excluding Faculty and Temporary employees, applying for a staff or professional position will need to have been in their current role for at least 6 months at time of application. Learn More

Any BSU employee who is offered a final interview when applying for a staff or professional position will need to inform their current supervisor of the upcoming interview. Learn More

Position Title
Senior Manager of Technology HelpDesk Services

About this Opportunity

Unified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking a Senior Manager of Technology HelpDesk Services with strong supervisory skills, excellent customer service skills, and a strong technical background providing advanced technical support for technology resources including Windows and macOS computers, mobile devices, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration. The person filling this role should expect to support a wide range of campus technologies and systems. The person filling this position will oversee the operations of the Technology Helpdesk and Hardware Repair units and associated team members.

Our Statement on Inclusiveness

At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define 'inclusiveness' as a commitment 'to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.' As such, this value incorporates a commitment to inclusive excellenceand freedom of expression.

Benefits and Community

Ball State University offers an excellent benefits package for eligible positions. Click here to explore options.

• Affordable Healthcare
• Retirement
• Tuition Remission (For eligible employees, their dependents, and spouse)
• Paid Parental Leave
• Professional Development

Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana:

FLSA
Administrative Exemption

Hrs/Week
40

Length of Assignment
Full-Time At-Will

Position Function

Manage the Technology HelpDesk, TechTime, GeekLab, and Hardware Repair teams within Unified Technology Support; provide leadership within the Tech Center, offering guidance related to customer service best practices, adherence to UTS/IT procedures, and advanced technical expertise for the full-time staff and student employees within UTS; lead technical projects and serve on UTS/IT project teams as well as interdepartmental committees; advise and support faculty, students, and staff in their effort to resolve a variety of technical, informational, and policy-related issues; monitor issues and escalate items to UTS management when appropriate; ensure appropriate and timely solutions; work and partner with other departments to resolve technology issues.

Minimum Education

1. Bachelor's degree from an accredited college or university by date of appointment.
Or, in lieu of Bachelor's degree:
2. Associate's degree plus an additional combination of education or experience in IT equivalent to two years.
Or
3. High school diploma orGEDplus an additional combination of education or experience in IT equivalent to four years.

Minimum Experience

At least three years of experience working in Information Technology providing technical support for technology resources including computers, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration; knowledge of remote access applications; at least three years of experience working in a customer service environment with a focus on technical support and/or HelpDesk environment; training/instructional experience; supervisory or project management experience.

Minimum Other

Excellent oral and written communication skills; excellent interpersonal skills; strong analytical and problem-solving skills. Must be willing to be on-call evenings and weekends as needed to provide support during system outages or scheduled updates. This also includes peak times such as the start of a semester.

Authorization to work in the US
Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.

Preferred Education

Bachelor's or Master's degree in Information Technology, Computer Science, MIS, computer technology or related field.

Preferred Experience

More than five years of experience with advanced technology support; computer hardware repair, networking, and IT Security knowledge; experience working in a help desk or computer/technology support environment; experience in an academic environment or comparable setting with knowledge of business operations; experience with Apple and Windows MDM systems; supervisory experience; professional documentation experience; experience with implementing or managing IT Security projects or initiatives.

Preferred Other

Pre-Employment Screening
Requires successful completion of a background check.

Position Title(s) Supervised

IT Support Analyst (3), IT Tech Services Manager, Manager of Hardware Repair Services, Graduate Assistants, Students

Required Certifications

EEO Statement

Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.

About Ball State University

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master's, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.

There's more to discover IN Indiana Visit the following link to learn more:

IN Indiana

Department
Unified Technology Support:120020

Department Information

The minimum salary for this position is $70,000.

Department Email or Phone Number


Duties & Responsibilities

Ranking
1

Job Duty

Manage technology support services provided by the Technology HelpDesk, Desktop Support, and Hardware Repair to ensure timely, effective resolutions to client issues related to laptop and desktop computers, mobile devices, the campus network, and the various software applications and computer systems utilized by Ball State students, faculty, and staff. This includes setting priorities, allocating resources, and escalating issues, as needed. Regularly provide statistics and analysis of problems or issues reported and trends seen within each unit.

Ranking
2

Job Duty

Supervise, coach, and mentor staff and/or student employees; assign and review work; make recommendations in all areas related to supervision, including but not limited to interviewing and selection, discipline, work schedules, performance appraisal and career development of personnel. Ensure staff have the resources and training that they need to be effective in their roles.

Ranking
3

Job Duty

Collaborate on the management of support ticket workflow within Unified Technology Support. Review and route support tickets and request tasks within UTS, IT, and externally to other subject matter experts within the campus community. Analyze and communicate support trends and assist in developing strategies to address these trends.

Ranking
4

Job Duty

Utilize expertise to serve as Tier 3 support to resolve issues escalated by direct reports or other full-time UTS staff or UTS student employees as well as other university employees that provide technical support; provide extensive technical knowledge, troubleshooting, and customer service support. Support provided via phone call, remote session, or in-person as needed.

Ranking
5

Job Duty

Serve on committees and projects teams within UTS and IT as well as represent UTS and IT on interdepartmental committees. This may involve serving as a technical resource, supporting the development or implementation of new policies or procedures, or serving as a project manager.

Ranking
6

Job Duty

Support the Director of UTS with developing and specifying policies and procedures related to Technology HelpDesk, Hardware Repair, GeekLab, and TechTime functions.

Ranking
7

Job Duty

Consult with university personnel to investigate, evaluate, recommend, and specify technology purchases and configurations for computers, mobile devices, peripheral equipment, and local area networks. Support the planning, management, and execution related to the annual College Plan process.

Ranking
8

Job Duty

Support the administration, management, and oversight of software and systems deployed on-campus by IT and UTS; act as key resource for deployment of software applications offered via self-service install or deployed within computer labs; maintain documentation; manage software licensing; provide statistics and support software licensing audits as needed.

Ranking
9

Job Duty

Manage financials related to Hardware Repair, which includes reviewing vendor-provided billing and reimbursements statements, overseeing billing for both student and departmental repairs; reconciling the Hardware Repair credit card charges to ensure that they are assigned to the correct account; managing student wages budget, and providing reports to IT leadership related to Hardware Repair activities.

Ranking
10

Job Duty

Serve as a vendor contact and ensure that all vendor required certifications are in place and that Hardware Repair meets and maintains compliance requirements for all vendor required protocols.

Ranking
11

Job Duty

Collaborate with the Operations Control Center and other IT teams regarding system interruptions or outages to ensure effective and timely communication between the Technology HelpDesk and these groups.

Ranking
12

Job Duty

Oversee the maintenance of the Technology HelpDesk web portal and the Technology HelpDesk Knowledge Base to ensure ease of use for clients, accuracy of information, and presence of appropriate features. Maintain knowledge of the incident management system.

Ranking
13

Job Duty

Research and evaluate emerging computer technologies; maintain an advanced level of technical knowledge and skills for current and evolving technologies pertaining to personal computers, software architecture, hardware, computer networking, and troubleshooting methodologies. Test new software applications, hardware solutions, or technology-related processes prior to implementation.

Ranking
14

Job Duty

Perform other related duties as assigned.

Posting Detail Information

Posting Number
P

Number of Vacancies
1

Desired Start Date
07/08/2024

Position End Date (if temporary)

Open Date
06/03/2024

Applications Accepted Through Date
06/24/2024

Open Until Filled
No

Information regarding transcripts
The option to upload transcripts is available. Original, official transcripts showing the highest related degree earned is required at the time of hire (even if obtained at BSU). Degree verification will be conducted.

Special Instructions Summary

Information for Applications Requiring a Cover Letter

In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experiences align with the elements of the position description (or leadership profile). In your cover letter, please also describe how you have demonstrated a commitment to our University's enduring values, including inclusiveness, which we define as a commitment 'to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.'