Department: Technology Operations
Open Date: 01/27/2010
Close Date: 03/05/2010
Band: Team Leader / Consultant
Salary Range of Position: $70,000 - $90,000
Educational Requirements: BA or BS degree; or the equivalent combination of education and experience.

Position Requirements:
A Bachelor s degree and a minimum of three years of progressive experience in computer consulting, support, or training. Relevant work experience in excess of three years may be substituted at an equivalent rate for years of study at the undergraduate level.

Desirable characteristics include:
- Must be a strong leader with outstanding customer service skills.
- Demonstrated supervisory experience.
- Excellent interpersonal skills with demonstrated success in communicating effectively with all levels of a diverse environment, including senior management, administrative staff, IT professionals, and end-users.
- Excellent oral and written English skills are required.
- Experience relating to IT customer support in higher education.
- Ability to work in a team environment with a customer service focus.
- Experience supporting a wide range of technologies.
- Ability to identify meaningful performance targets, analyze data and develop reports to track progress.
- Research and analytical skills sufficient to analyze problems in a multifaceted way, and identify and implement innovative solutions.
- Must constantly learn and adapt to the rapid change in IT.
- Ability to anticipate and plan for new technologies and service changes as appropriate.
- Strong working knowledge of ITIL required, certification preferred.
- Professional IT certification/accreditation is a plus.

Specific technical experience required includes: a knowledge of common desktop applications (word processing, spreadsheet, database, presentation, electronic mail, etc.), proficiency with connecting computers to a local area network and the Internet, an understanding of computer hardware and operating systems (primarily Windows XP through Windows 7, Mac OS-X, and UNIX). Experience with Active, Directory, Novell Networks, and Lotus Notes is preferred.

Description:
American University's Office of Information Technology invites candidates with strong customer service and technical experience to fill the position of Help Desk Manager. This position manages the IT Help Desk, which offers advanced troubleshooting assistance to members of the AU community regarding information technology issues relating to AU-supported hardware, software, networking, and telecommunications. Service is provided via telephone, Web, electronic mail, and instant messaging. This position is responsible for: hiring, training, managing, and coaching the five Help Desk Analysts; providing advanced technical support; managing escalations for our most dissatisfied customers; coordinating with other IT staff to resolve customer problems; and serving as the central hub of communication in drafting and distributing messages, bulletins, and articles for the campus community regarding system changes, interruptions, and best practices.

Offer contingent upon successful completion of a background check.

Candidates should view the university's outstanding benefits package on our web site at www.american.edu/hr. To apply, complete an application in person or send your resume with salary requirements to: American University, Office of Human Resources, 4400 Massachusetts Ave., NW, Washington, DC 20016-8054. Fax (202) 885-1737. Email careers@american.edu. Applicants may download an application from our web site. An EEO/AA university.