Supervisor - After Hours Technical Support

Position Category: Staff - Full-Time

Summary:
Utah Valley University is searching for an After-Hours Technical Support Supervisor. The hours for this position are Monday through Friday, 2 pm to 10 pm. The Supervisor of After Hours IT supports, oversees, and participates in the evening and weekend support activities of the Service Desk, Media Services and other IT departments. Directly and indirectly supervises part-time technical support staff and oversee their performance. Ensures that IT service requests, incidents, and problems are resolved or escalated in order to maintain an outstanding level of customer service. Has a detailed knowledge of Service Desk and Media Services processes and procedures as well as a broad understanding of the support needs of all IT departments. Maintains and expands the existing knowledge base to improve the quality/productivity of the support teams and end users. Maintains, reviews, and evaluates support processes and procedures. Monitors the health and responsiveness of IT networks and systems and report issues.

Required Qualifications:
Graduation from an accredited institution in a related discipline and three years of experience related to the Summary of Duties or any combination of education and experience totaling five years, 3 of which must be directly related to the Summary of Duties.

Knowledge, Skills and Abilities:

• Knowledge of employee, technical, and customer service management.
• Experience with call center support processes, documentation, service management systems, case diagnosis, escalations, and resolutions.
• Knowledge of how to support, troubleshoot, and configure the following: computer hardware and operating systems, software, network and server systems, audio/visual equipment and related classroom technology, and security systems.
• Strategic planning and organizing skills.
• Advanced skills in customer service and communications.
• Analytical, conceptual, and problem-solving skills.
• Strong interpersonal, oral, and written communication skills.
• Ability to be self-motivated and learn quickly.
• Ability to present ideas in user-friendly language.
• Ability to think logically, resolve problems, identify tasks, and develop project plans.
• Ability to prioritize multiple tasks and requests based on organizational goals and objectives.
• Ability to work independently and accomplish tasks with little supervision.
• Ability to supervise in a team-oriented, collaborative environment.

Preferred Qualifications:
Previous call center and/or IT support experience.

Physical Requirements:
Occasional need to bend, stoop, twist, kneel, and reach. Frequent need to sit, stand, and walk. Consisted use of fine-hand manipulation associated with the use of a computer.

Benefits Summary:
UVU offers an excellent benefits package which includes a generous leave policy, 12 paid holidays, affordable medical and dental insurance options, life and AD&D insurance, tuition waiver (undergraduate resident) for employee and dependents and substantial employer contribution to a retirement plan.

FLSA: Non-Exempt

Pay Range: $48,243 - $60,304

Advertisement Number: STA133318 IT Services Staff 01/31/2019
Open Date: 12/17/2018
Review Start Date: 12/24/2018
Close Date: 1/31/2019
Open Until Filled: No

Special Instructions to Applicant: Priority consideration will be given to those applicants who apply on or before the Review Start Date." This job advertisement may close at any time after the review date.Please list a minimum of three references. References may be contacted at some point during the screening and selection process for a letter of recommendation.

To apply, visit: https://www.uvu.jobs/postings/10561

Employment decisions are made on the basis of an applicants qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law.





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