ITS Service Desk Manager - The University of Iowa - Iowa City, IA - EXPIRED
This is an archive of an expired job.
Job Information:
Company: The University of Iowa
The University of Iowa Information Technology Services organization (ITS), a campus-wide provider of technology services for academic, research, and service missions, is seeking to fill a manager position responsible for overseeing the daily operations of the campus ITS Help Desk. This position functions under the direction of the IT Director of Enterprise Services-Service Management & Support. The primary role of this position is to make sure the IT Help Desk has the proper staffing, training and resources to support the wide array of IT services and technologies used across campus. This position will work closely with IT service owners from across campus to make sure that the Help Desk can effectively provide first-tier support to the campus. The Help Desk should also provide feedback and information to IT service owners on an ongoing basis so that services can be continuously improved. A major initiative on campus is to support standard help desk services, functions and tools with a central ITS Help Desk. This position will be responsible for overseeing these changes on campus and will need to engage IT staff and end-users from across campus to make sure the transition is successful and meets customer needs. Note to Applicant: The qualifications for this job posting are described as competencies or behaviors needed to be able to perform the job duties of the position at a defined proficiency level/standard. The proficiency levels required for this position are extensive. For a complete definition of the proficiency levels click on the proficiency levels link above.
Please note regarding references: Five professional references will be requested and required at a later step in the recruitment process.
EDUCATION REQUIRMENT: A Bachelor’s degree in a technical major or related field, or an equivalent combination of education and related work experience.
REQUIRED QUALIFICATIONS: Demonstrates an ‘extensive’ level of knowledge and ability to:
- Management experience (typically 5 - 7 years). Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.
- Customer-focused individual that can regularly engage the campus community
- Strong leadership skills, ability to form and manage effective teams.
- Proven successful ability to hire, onboard, train personnel. Ability to apply organization’s performance management system, practices, and tools to developing and improving individual, team, and organizational performance.
- Ability to identify, evaluate and improve business and IT processes. Knowledge of marketplace experience, developments and trends related to the IT functions.
- Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
- Knowledge of and the ability to use summarization and simplification techniques to explain complex technical concepts in simple clear language appropriate to the audience.
- Excellent communication skills
- Knowledge and experience with tools and techniques used to plan, organize, monitor and implement IT projects.
- Experience using and/or managing a call tracking system
- Background in providing IT technical support along with an aptitude and passion for technology. Candidates must be willing to learn and engage in new IT services and technologies.
DESIRABLE QUALIFICATIONS Demonstrates a ‘working’ level of knowledge and ability to:
- Previous Help Desk/Service Desk Management experience
- Background gathering and presenting metrics to different audience levels
- Proficient in both Mac, Windows PC and mobile environments
- Knowledge of IT Infrastructure Library (ITIL) or related disciplines
- ADDITIONAL INFORMATION:
- The selection process will include a criminal background and credential check on final candidates
- To apply, please visit: https://jobs.uiowa.edu/ and reference the position by classification of Research Manager or Requisition # 66379.
The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, religion, associational preference, status as a qualified individual with a disability, or status as a protected veteran.
The University of Iowa offers a full array of benefits, or cafeteria-style programs that add considerable value to your total compensation. The flexibility allows you to select the option that best suits your personal needs.
- There are four "core" insurance benefits provided for all Faculty and Professional & Scientific staff as follows:
- Comprehensive Health Insurance plan
- Comprehensive Dental Insurance plan
- Group Term Life Insurance
- Disability Insurance
- Offers two retirement plans from which you may choose, both with generous University contributions as well as a Voluntary Retirement Savings Program.
- Provides Vacation, Sick Leave, Family Caregiving Leave, Catastrophic Leave and Holiday pay.
- Vacation accrues at 16 hours/month; the accrual rate includes 2 personal holidays.
- All regular employees receive 11 paid holidays: 9 scheduled holidays and 2 personal holidays that accrue and are taken as vacation.
- Offers a variety of wellness programs and membership incentives to our Campus Recreation and Wellness Center
- The option to deposit pre-tax money to use toward eligible health and dependent care spending accounts.
- More detailed information is available on the Benefits Office website. http://www.uiowa.edu/hr/benefits/
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