Manage a team of three full-time professional staff and accountable for approximately 35 student staff that comprises the SAIT Helpdesk, which supports the Division of Student Affairs' IT needs. This position oversees the quality and timeliness of resolutions to helpdesk requests. This includes purchases, desktop support, and inventory control.

DUTIES AND RESPONSIBILITIES

1. Provides direction to team members according to department standards, procedures and goals.
2. Oversees and supports the resolution of complex software, hardware, networking or communications problems. Ensures requests are addressed and resolved in a timely fashion. Conducts quality surveys and follows up as appropriate.
3. Ensures metrics are gathered and reported to upper management to aid in quality improvement.
4. Serves as Department Contact for Inventory (DCI) for IT equipment in the Division (in support of over 350 users) and oversees the accuracy of the inventory control system, to include inputs and processes.
5. Establish best practices through the entire technical support process.
6. Isolates and communicates problem trends and works to ensure the implementation of permanent solutions.
7. Oversees the implementation of the desktop replacement cycle and provides management with budget forecasts for future cycles.
8. Participates in selecting, acquiring, and installing technology for users. Investigates new technologies relevant to assigned areas; selects new products for testing; takes a leadership role in identifying, investigating and correcting existing or potential technical and procedural problems; audits and edits documentation written by team members.
9. Assists in research, review, test, and evaluation of potential new computer supported products or enhancements. Researches licensing and purchasing arrangements relative to potential products.
10. Performs interviewing, hiring, training, scheduling, evaluating, disciplining and promoting professional employees and student employees. Approves student and staff timecards and employment authorizations. Supervises and trains student and professional staff to assist in the support of the helpdesk.
11. Interacts with vendors for product pricing information, technical literature, equipment maintenance and repair, training and other issues.
12. Represents the team at department meetings, planning and committee meetings and on project working groups.
13. Assists with the development of plans and processes that ensure the minimum risk to services or systems due to errors or breaches, such as audit logs.
14. Performs related duties as required.

MINIMUM QUALIFICATIONS

1. Bachelor's degree in Computer Science or related field or equivalent combination of education and training and three to five years of highly technical and progressively responsible experience.
2. Demonstrated comprehensive knowledge and experience as a help desk manager, managing staff and projects.
3. Prior hands on experience as a helpdesk specialist.
4. Superior interpersonal and oral/written communication skills, with a strong customer-centered philosophy.
5. Demonstrated analytical, problem solving, and decision-making skills.
6. Direct experience with asset inventory control and replacement cycles.
7. Experience with information systems development, networks and other related activities.

PREFERRED QUALIFICATIONS

1. Three or more years of experience as a help desk manager, managing staff and projects.
2. Experience in Higher Education.
3. Industry certifications (HDI, ITIL, PMP, etc.).
4. Experience using IT Service Request software, such as Request Tracker.

TO APPLY

Please submit a cover letter, resume, and a list of three (3) professional references with full contact information. Screening of applications will begin immediately. Employment of the successful candidate will be contingent upon the successful completion of a pre-employment criminal background check. (Search # 2017672)

This job posting is scheduled to be removed at September 8, 2017.

All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp .

The University of Connecticut is committed to building and supporting a multicultural and diverse community of students, faculty, and staff. The diversity of students, faculty, and staff continues to increase, as does the number of honors students, valedictorians, and salutatorians who consistently make UConn their top choice. More than 100 research centers and institutes serve the University's teaching, research, diversity, and outreach missions, leading to UConn's ranking as one of the nation's top research universities. UConn's faculty and staff are the critical link to fostering and expanding our vibrant, multicultural, and diverse University community. As an Affirmative Action/Equal Employment Opportunity employer, UConn encourages applications from women, veterans, people with disabilities, and members of traditionally underrepresented populations.



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