Field Support Team Leader

Field Support Team Leader

St. John Fisher University is an independent, liberal arts institution that provides a transformative education to approximately 3,800 undergraduate, master’s, and doctoral students each year. Across its five Schools, Fisher offers nearly 40 majors in the humanities, social sciences, natural sciences, business, education, and nursing; 11 pre-professional programs; and master’s and doctoral programs in business, nursing, education, pharmacy, and public health. The University’s residential campus boasts a robust living and learning community and a successful intercollegiate athletics program. Fisher is a community where all are welcome, regardless of religious or cultural background.
The University continues to honor its founders, the Congregation of St. Basil, by embracing their motto, “Teach Me Goodness, Discipline, and Knowledge.” We are located in Pittsford, N.Y., seven miles outside of the city of Rochester. The campus is situated on 164 park-like acres—a beautiful setting for a warm, friendly campus community.

• Train and mentor Field Support employees. Regularly track and manage day-to-day performance of the Field Support team and ensure first-rate customer service delivery. Oversee/coordinate scheduling of software updates, PC replacement, inventory and device management and mobile device procurement. Communicate staffing needs and notifications regarding shift coverage, vacations and absences.
• Provide Tier Two and higher support for the university community in response to assigned OIT Service Desk tickets and established hardware and software maintenance schedules. Install, configure, troubleshoot, and maintain desktop computers, printers, peripherals, and licensed software. Service locations include offices, classrooms, residence halls, computing labs, and other locations that require support. Evaluate and report on ticketing system data.
• Under the direction of the Director of Technology Support Services, perform project coordination and execution of new initiatives and/or ongoing maintenance projects. Assist with policy creation and maintenance.
• Keep current with industry best practices through continued education, professional group memberships, and consulting with equipment manufactures. Provide process improvement techniques to workflows to increase customer satisfaction, and to best align with strategic initiative. Assist with policy creation and maintenance.
• All other tasks as assigned by the Director of Technology Support Services.

Bachelor’s degree in computer or information science, or a related discipline preferred. An equivalent combination of education and experience may be considered. Minimum of five years’ experience in a senior technical support role. Strong leadership skills and a demonstrated ability to lead a team.

• Excellent supervisory skills and the ability to work collaboratively within a team.
• Coordinate the delivery of, and provide tier-two and higher support for technology supported by OIT, including but not limited to:
  • Hardware, software, peripherals, and services across Windows, Mac and other operating systems
  • Mobile Devices
  • Network Printers and Multifunction Devices
  • Support of Academic Simulation and computer labs
  • Connectivity to the university’s network and its resources
  • Connectivity to the university’s administrative systems
• Utilize the OIT ticketing system to support operations for ticket entry, assignment, monitoring and reporting in accordance with department standards.
• Implement and utilize back-end support systems and utilities such as remote assistance, desktop management, and password reset.
• Have excellent analytical, organizational, written, and verbal skills.
• Have robust technical skills
• Strong commitment to working in a team setting and building a strong team.
• Collaborates with Media Services team on classroom technology replacement planning and execution
• Ensure hardware and software maintenance and refresh schedules are maintained
• Have the ability to coordinate multiple, concurrent projects.
• Have excellent customer service skills and the ability to consult with and train end-users of all abilities.

Supervision of five Field Support full-time employees. Additionally, the Field Support Team Leader will be responsible for performance reviews and the accuracy of all employee paperwork.

Well-lighted, well-ventilated, pleasant work area

MS Office Suite (Excel, Word, Outlook, PowerPoint),TeamDynamix (OIT ticketing system)FaxPrinterCopierTelephone

This is a 12-month position with generally, a 40-hour work week. Hours may occasionally be extended on short notice to accommodate high priority requests. Weekend and/or evening work is occasionally required.

It is the policy of St. John Fisher University to provide Equal Employment Opportunity to all employees and applicants for employment in accordance with the applicable federal, state, and local laws governing non-discrimination in employment in each locality in which the University has employees.
The University does not discriminate against applicants or employees in hiring, promotion, termination or the terms and conditions of employment on the basis of race, color, religion, gender, sex, perceived sex, gender identity, gender expression, the status of being transgender, sexual orientation, national origin, citizenship, age, disability, marital status, military status, veteran status, predisposing genetic, characteristics or genetic information, arrest or conviction record, status as a victim of domestic violence, or any other characteristic protected by law.
The Title IX Coordinator is the designated University official with primary responsibility for coordinating compliance with Title IX and related federal and state laws. The Title IX Coordinator, Meg Flaherty, Ph.D., can be reached by phone (585-385-8232), email (titleix@sjfc.edu), in-person in Campus Center 206, or outside of business hours by contacting the Office of Safety and Security (585-385-8111).

3690 East Ave., Rochester, NY 14618

Non-Exempt

$26.22-30.85/hr

The salary range for this role is set based on a variety of factors, including but not limited to internal equity, qualifications, experience, and education. The above hiring range is one component of the University’s competitive Total Rewards package which can be viewed here

S00606P

07/01/2024

Yes