PAY GRADE: 30S

DEADLINE: January 5, 2017

CONTEXT OF THE JOB:

Under limited direction of the Director, College Computing Operations, the Assistant Director, College Computing Operations manages the day-to-day activities of the College of Engineering Service Desk. The Service Desk provides endpoint and end user support for the Academic, Research and Administrative functions within the college of Engineering. Additionally, The Assistant Manager, College Computing Operation oversees support of faculty, staff, graduate researchers and undergraduate students using the Engineering Computer-aided Active Learning Classrooms (eCALC). The College of Engineering is home to three eCALCs each of which include a minimum of 26 desktop units, 52 seats, printers and sophisticated associated teaching A-V equipment. The computers are host to a spectrum of 75-100 software tools, from standard office tools, to highly sophisticated, complex engineering-oriented tools, used directly in the delivery of courses. The College of Engineering IT (COE-IT) operations encompasses equipment distributed across various buildings and geographic locations, providing a broad spectrum of essential and ancillary services, supporting a $100 million research enterprise composed of a diverse client community of over 3500 faculty, staff and students. The operation is critical to the success of all college missions, including research, academic, and administrative.

MAJOR RESPONSIBILITIES:

• Manages overall Service Desk activities. Manages client interactions and satisfaction; Interact with our exceptionally diverse community of clients. Resolves issues in a professional and timely manner.
• Oversees all of the requests submitted to the Service Desk. Coordinates urgent & complicated support requests. Acts as an escalation point for all requests or incidents.
• Provides leadership, mentorship, supervision to the part time and full time members of Service Desk Staff.
• Manages the Service Desk recruitment process. Interviews, hires, and trains both full time employees and undergraduate student workers. Manages student schedules, work performance and professional development.
• Works with established budget for Service Desk and eCALC operations.
• Maintains, updates, & configures our Service Desk software (Jira and Confluence).
• Remediates system compromise (quarantine, PNPI Scans, infection investigation) & copyright infringement notifications.
• Delivers and manages the computer imaging process. This includes image management (KACE), automated computer rebuild process, software installation (via KACE and CloudPaging), etc. in support of classroom/computer lab operations and desktop operations.
• Promotes and educates IT staff in the use of tools, such as KACE and remote assistance (ConnectWise Control (formerly ScreenConnect)), to increase operational efficiency.
• Develops an increasing familiarity with the many business systems of the institution and associated technologies. Keeps abreast of industry trends and issues.
• Identifies, evaluates and recommends new technologies to support service areas. Responsible for major aspects/components of projects. Identifies appropriate resources needed for projects and requests them through management.
• Assesses departmental computing needs and makes recommendations to management for maintenance and enhancement of the departmental computing environment.
• Provides leadership and advice to departmental systems administration staff on hardware, planning and installation, software installation and configuration, and application of UD standards of good practices.
• Analyzes, provides guidance, set deadlines on complex technology projects. Provides management oversight; determine workload allocation.
• Analyzes the nature, scope and complexity of user problems arising in areas of expertise and makes recommendations for improvement. Uses trouble ticket reporting statistics as basis for analysis.
• Manages UNIX and Windows resource access permissions.
• Thoroughly tests application software in areas of responsibility. Communicates problems to vendors and colleagues to resolve problems.
• Sets up and supports shared network printers/copiers/scanners.
• Supports the Windows infrastructure (domain admin, files/print servers).
• Manages endpoint backups for the college. Currently Crashplan and Unitrends.
• Manages and directs operations in all eCALC classrooms which provide essential educational resources to engineering faculty and students. The techniques and infrastructure used to support the ecalcs are also used to support several computer labs in the college. eCALC oversight work includes:
• Managing the day-to-day operations including troubleshooting and image management.
• Supervising staff working in the computer labs and classrooms.
• Leading the installation, configuration, and maintenance of classroom systems, software, and devices in conformance with University standards.
• Ensuring that network, administration, and security standards are applied.
• Delivering a complex portfolio of software and assure all components function.
• Troubleshooting advanced technology issues in the classrooms.
• Tracks software to understand usage patterns and plan for software life cycles.
• Serves as COE-IT group liaison with Academic Technology Services (ATS) in the area of applying technology to deliver course content and, in partnership with central IT, advocate the use of this technology. Evaluate and test new technology for use in delivering course content.
• Serves on the eCALC policies committee, which is comprised of College faculty.
• General technology resource and support:
• Consults and provides technical support to the College of Engineering faculty, staff, and students regarding personal computer hardware, operating systems, application software, software utilities, mobile devices and other related peripherals.
• Troubleshoots complex desktop issues for Macintosh, Windows, and Linux platforms.
• Ensures the security and integrity of systems and data.
• Provides ConnectDaily calendar support.
• Administers software licenses required by department.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts.
• Performs other job-related duties as assigned.

QUALIFICATIONS:

• Bachelor's degree and five years of related experience, or equivalent combination of education and experience.
• Experience in a University computing service environment is highly desirable.
• Experience supporting multi-user Windows environment required.
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
• Ability to make administrative/procedural decisions and judgements.
• Experience with automated software delivery platforms.
• Experience with scripting.
• Experience with enterprise level backup systems.
• Experience with managing and updating Service Desk software (Jira Preferred).
• Proficiency with system administration, system & network security, development tools, methodology, and system management.
• Advanced programming experience in multiple languages, including a windows based language and knowledge of scripting environments preferred.
• Knowledge and familiarity with the operation and structure of University standard word processing, presentation, database, electronic mail, spreadsheet software packages, networking, server hardware and software, and knowledge of current technological developments.
• Knowledge and familiarity with Windows, Mac OSX, and Linux operating systems.
• Effective interpersonal, communication, and customer-service skills.
• Ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.
• Ability to analyze and solve problems.
• Ability to communicate effectively, both verbally and in writing.
• Ability to prioritize, plan and organize work.
• Ability to move computing equipment weighing up to 50 pounds across campus for various classrooms and events needs.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. and traverse across campus for various classrooms and events needs.

Equal Employment Opportunity

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html

To apply please click here!