College Technology Lead- Client Support & Services
Job no: 499072
College / VP Area: Vice President for IT
Work type: Staff
Categories: Information Technology, Full Time
PAY GRADE: 30S
CONTEXT OF THE JOB:
Under the direction of the STAR/South Campus IT Computing Operations Manager, the ITSC IV manages all embedded support staff in the College of Health Sciences and the College of Agriculture and Natural Resources. The ITSC IV will monitor daily support requests, assist the team with prioritization and assignment of requests, and provide escalated support for the support staff. This role will also coordinate with the STAR/South Campus IT Systems Team on the development and implementation of Services.
The ITSC IV will meet with Chairs, PI’s, faculty, and staff to ensure consistent standards for technology support. The position will maintain a level of technical expertise in relevant academic computing applications and equipment, will work to ensure consistent practices are employed throughout the colleges, and will work to resolve conflicts of efforts to optimize resources and technologies.
The ITSC IV collaborates with central IT to maintain a strong technical knowledge about the campus environment in order to ensure consistent standards and long-range plans are consistent with University efforts.
- The position directs, coordinates, and implements the activities of the embedded support groups servicing the College of Health Sciences and the College of Agriculture and Natural Resources. Manages the embedded support staff for the colleges. Sets priorities, assigns projects and provides guidance to IT support staff in all areas of their work but particularly when solving complex technical problems. Evaluates employee performance, helps set goals, and provides feedback. Assesses needs for professional growth and recommends development opportunities. Empowers and leads the team to achieve objectives. Communicates management decisions to staff, and staff concerns to management. Responsible for recruiting, selection, and training of new staff and student workers.
- Identifies opportunities for process, IT service and IT support improvements. Manages the TeamDynamix Ticket queues for the colleges’ embedded support units. Ensures all tickets are resolved in a timely manner.
- The ITSC IV provides advanced technical support and is responsible for providing desktop support for Windows and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, handheld devices, and other related peripherals. Monitors that service, security, and quality assurance standards are met. Deals with support issues and problems. Leads departmental desktop equipment upgrade projects.
- Meets with college and department leaders, conducts needs assessments for supported departments, and evaluates training needs of departmental staff. Helps develop effective technology solutions that support academic and administrative activities. Leads in the implementation of new technologies and software.
- Utilize remote management tools to manage faculty and staff computers.
- Ensures data security and backup through use of core IT and specialized services as necessary.
- Maintain instructional computing site(s) as needed. Recommend equipment and service upgrades to sites.
- Tests software applications, computer hardware and other related peripherals as needed. Participates actively on special technology related projects or initiatives.
- Maintains technical knowledge and keeps abreast of technical developments in area of expertise. Maintains broad knowledge of state-of-the-art technology, equipment, systems, and applicable laws and standards. Makes recommendations for use of specific applications on campus when appropriate.
- Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts. Acts as a technical resource for departmental IT professionals in UD units across campus. Works within the department’s overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.
- Perform miscellaneous job-related duties as assigned.
- Bachelor’s degree and five years directly related experience in IT systems management, or equivalent combination of education and experience. Degree in MIS, computer science, or or similar technical degree preferred.
- Familiarity of PC & Mac desktop hardware and software, most common software packages (e.g. MS Office) required, as well as the ability to learn and support discipline specific software as needed. Familiar with Active Directory and O365 a must.
- This position involves the frequent replacement and/or relocation of personal computer equipment. The position requires the ability to lift and move, without assistance, computing equipment weighing up to 50 pounds on a regular basis.
- Experience in a higher education academic department environment is highly desirable.
- Ability to analyze and solve problems.
- Ability to communicate effectively, both verbally and in writing.
- Ability to prioritize, plan and organize work.
- Strong ability to interact with both technical and non-technical end users. Can interpret requests from non-technical users, guide them in what is technically feasible, and create outcome which both fulfills the need but is also feasible given financial and man-hour limitations.
- Ability to work effectively with a wide range of constituencies in a community with diverse computing skills and needs and in a rapidly changing technical environment.
- Sets priorities, assigns projects and provides guidance to IT support staff in all areas of their work but particularly when solving complex technical problems.
- Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
- Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.
Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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