It Supervisor - Office Of Innovative Technologies

Description

IT Supervisor - Office of Innovative Technologies

OIT Help Desk Team 

Regular, full-time, exempt position, Market Range 11 

Knoxville area, primarily remote

Job Summary     

The IT Supervisor provides technical direction and supervision for the staff of the Office of Innovative Technologies (OIT) HelpDesk. The OIT HelpDesk serves as a single point of contact for IT Support at the University of Tennessee, Knoxville-area. The HelpDesk staff provides phone, chat, email, and drop-in support for OIT systems, applications, communications, and services; and the university campus information services operators. The supervisor will also provide support for various IT related incidents, problems, and service requests. Support may include answering questions, troubleshooting problems, teaching, or instructing users, and communicating policy. The supervisor will work with many areas within OIT to coordinate incident, service, and problem management. Moreover, the supervisor will act as the customer’s advocate with other units both within and outside OIT.

Qualifications
Duties PerformedHelpDesk and Campus Operator Supervision

The primary function of this position is to provide technical direction and supervision for the employees of the OIT HelpDesk and Campus Operators.

·         Serve as personnel supervisor for the HelpDesk and Campus Operators.

·         Lead and manage a remote HelpDesk team providing technical support.

·         Oversee daily HelpDesk and Operator operations (task assignment, performance monitoring, issue resolution, customer satisfaction).

·         Plan and coordinate work schedules and approve leave requests.

·         Assist in conducting performance reviews, set goals, and provide feedback to improve employee performance.

·         Provide training to HelpDesk employees.

·         Review individual and team metrics, report to management, and address issues.

·         Develop professional and leadership skills in the team.

·         Participate in the recruitment and hiring process for IT staff, identify and evaluate potential candidates.

·         Communicate effectively with both technical and non-technical audiences, resolve conflicts, build relationships.

Technical Manager

·         Provide technical guidance and expertise to team members, answer their questions, and mentor their technical development for the HelpDesk and Campus Operators.

·         Provide tier 1.5 support for faculty, staff, and students on various IT issues (Microsoft 365, Google Workspace, Windows/Apple, network, security, UT applications).

·         Troubleshoot complex HelpDesk problems and escalate when necessary.

·         Monitor call volume and ticket trends in real-time for incident management.

·         Identify and evaluate problem trends reported to the HelpDesk.

·         Communicate with customers about problem status, updates, and changes/outages.

·         Research, evaluate, and recommend new technologies for adoption within the organization.

This position will also include performing other related duties as required.

Required Qualifications        

·         A bachelor's degree and 2 years of experience OR 5 years of experience in a Help/Service Desk environment

        This position requires leadership experience

·         The candidate must possess advanced technical knowledge of Windows and Macintosh operating systems and applications, including Microsoft Office (especially Outlook), Microsoft 365, Google Workspace, and web browsers.

·         Ability to write and manage end-user documentation.

·         Must possess strong customer service skills.

·         Ability to coordinate and maintain a variety of projects with a significant degree of independence.

·         Must possess excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.

·         Must possess advanced problem solving and analytical skills. Work is completed with minimal oversight.

·         Research and analyzes emerging technologies to determine potential use and develops a strategy for their deployment.

·         Experience with an IT Service Management Platform.

Preferred Qualifications

·         Experience with TeamDynamix.

·         Familiarity with ITIL standards.

·         Previous team leadership experience and/or project or service leadership.

·         Employee development and training experience.

·         Experience working with in a remote environment.

Skills and Abilities     

We are looking for a candidate who can lead a remote team effectively, provide excellent customer service, and manage multiple projects with minimal supervision. The candidate should also have strong skills in problem-solving, communication, interpersonal relations, organization, time-management, and team-building. The candidate should be self-motivated and adaptable to new technologies. 

To apply for this position, please submit a resume, a cover letter, and three references.  

Job: Information Technology Professional
Primary Location: US-Tennessee-knoxville
Organization: Vc Info Infrastructure # Oit General
Schedule: Full-time
Job Posting: Feb 8, 2024, 8:10:31 PM