IT Manager - EITS Help Desk
Athens , GA
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Job Description
Posting Details
Posting Details
Posting Number
S10069P
Working Title
IT Manager - EITS Help Desk
Department
EITS-Client Services
About the University of Georgia
Since our founding in 1785, the University of Georgia has operated as Georgia's oldest, most comprehensive, and most diversified institution of higher education (). The proof is in our more than 235 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 1,800 full-time instructional faculty and more than 7,700 full-time staff. The University's enrollment exceeds 40,000 students including over 30,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 18 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.
About the College/Unit/Department College/Unit/Department website
https://eits.uga.edu/
Posting Type
External
Retirement Plan
TRS or ORP
Employment Type
Employee
Benefits Eligibility
Benefits Eligible
Full/Part time
Full Time
Work Schedule Additional Schedule Information
Monday - Friday, 8am - 5pm; Occasional after-hours as needed.
Advertised Salary
50,000 - 52,000; Commensurate with Experience
Posting Date
03/09/2023
Open until filled
Yes
Closing Date Proposed Starting Date
04/10/2023
Special Instructions to Applicants Location of Vacancy
Athens Area
EEO Policy Statement
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).
Position Information
Classification Title
IT (Information Technology) Professional
FLSA
Exempt
FTE
1.00
Minimum Qualifications
Requires at least a baccalaureate degree in the field. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.
Preferred Qualifications
• A Bachelor's degree in Information Technology, Computer Science, or related field is preferred. Associate's Degree and/or equivalent experience considered.
• Excellent Customer Service Skills, prior experience in customer service or technical support required
• Excellent written and verbal communication skills
• Experience leading, managing and developing staff. Skills should include: task delegation, conflict resolution and personnel management
• Technical knowledge of computer hardware, software, personal devices (tablets, phones, etc), operating systems, network infrastructure and software applications. Familiarity with remote desktop, ticketing software and troubleshooting processes
• Professional Certifications such as CompTIA A+, HDI or ITL Foundations
Position Summary
This position will manage the day to day operations of the EITS Help Desk, provide support and leadership to the EITS Help Desk Team.
Knowledge, Skills, Abilities and/or Competencies
• Customer service oriented
• Strong communication and interpersonal skills
• Leadership and team management skills, technical knowledge and ability to troubleshoot common IT issues
• Familiarity with relevant technologies and software
• Problem-Solving and time sensitive decision-making abilities
• Attention to detail and ability to document processes and procedures
• Organizational and time management skills
• Ability to prioritize tasks and manage workload
• Adaptability and ability to learn quickly
• Experience managing and developing early career professionals
Physical Demands
Normal office environment.
Is driving a responsibility of this position?
No
Is this a Position of Trust?
Yes
Does this position have operation, access, or control of financial resources?
No
Does this position require a P-Card?
No
Is having a P-Card an essential function of this position?
No
Does this position have direct interaction or care of children under the age of 18 or direct patient care?
No
Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications)
Yes
Credit and P-Card policy
Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the website.
Duties/Responsibilities
Duties/Responsibilities
• Manage team of technical support assistants and ensure they provide quality customer service.
• Develop and implement policies and procedures for the support team.
• Provide technical assistance and support to users via phone, e-mail, chat, ticketing system or in-person.
• Assign task and responsibilities to team members.
• Train new hires and provide ongoing training and development opportunities.
• Stay up-to-date with industry standards and emerging technologies.
Percentage of time
50
Duties/Responsibilities
• Track and resolve technical issues, escalating more complex problems as needed. Serve as escalation point for customer support and technical assistance involving Tier 1 support for EITS Services including but not limited to UGA MyID, UGAMail, ArchPass Duo, eLC, etc. Provide direction to Help Desk team members on appropriate triaging and routing of Tier 1 support tickets to the appropriate Tier 2 EITS support team.
• Escalate time-sensitive issues which may impact the campus community to Client Services and EITS Leadership.
• Serve as EITS Help Desk on-call point of contact for other EITS teams and Campus Help Desks.
• Collaborate with other departments and stakeholders to resolve technical issues and improve processes.
• Actively engage in EITS and campus IT community forums to build relationships with internal and external stakeholders.
Percentage of time
25
Duties/Responsibilities
• Manage the hiring, training, performance improvement, development and evaluation of EITS Help Desk Staff. Evaluate performance of team members and provide formative feedback.
• Execute and maintain staffing plan to ensure support needs are meet during defined hours of operation.
• Monitor and report on performance metrics.
• Identify and collaborate with EITS service units to improve processes, communication response and address areas of organizational improvement.
• Work collaboratively with the Director of Client Service to perform regular needs assessment, develop and align strategic goals to meet the mission and vision of the Client Services unit, EITS and the University of Georgia.
Percentage of time
25
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
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Job Summary
Company
University of Georgia
Start Date
As soon as possible
Employment Term and Type
Regular, Full or Part Time
Required Education
Bachelor's Degree
Required Experience
Open