req5426

Support Services

it.arizona.edu

Main Campus

Tucson, AZ USA

University Information Technology Services (UITS) is accepting applications for the position of Desktop Support Manager, IT Support Services. The Desktop Support Manager is responsible for leading the day-to-day operations of a team of 10 to 15 members providing technology hardware and software support for many campus units. The team members work closely with the staff from other UITS departments and the campus community to ensure requests are handled efficiently and expediently through the proper channels while delivering exemplary customer service. The Desktop Support Manager actively engages with campus organizational units to determine IT needs and create mitigating strategies to address departmental needs.

Applicants must be currently authorized to work in the United States.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state and optional retirement plans; access to UA recreation and cultural activities; and more!

UITS is a $60M organization of approximately 300 employees responsible for providing enterprise network, telecommunications, computing, and data services to the University of Arizona. UITS offers a broad array of services to the university community ranging from deploying and managing the campus’ wired and wireless networks to stewardship of the administrative applications that support the HR, payroll, finance, and student lifecycle management activities of the institution. Also, UITS recently unveiled its next-generation high performance computing environment to support the computationally intensive needs of UA research faculty.

• Act as liaison between UITS and campus organizational units to establish appropriate service level objectives and support models to address IT needs.
• Lead a team of analysts providing support to campus users with University devices, software, networking, and other computing-related technologies.
• Ensure team members achieve and maintain skills and certifications required to provide active directory support to customer units.
• Facilitate procurement/imaging/deployment of devices using endpoint management.
• Assist campus units with transitions to UITS enterprise and cloud services such as BlueCat and UAConnect365.
• Ensure customer service excellence and timely response/resolution for support requests.
• Oversee the deployment of Privileged Access Workstations.
• Provide leadership guidance to staff, including schedule coordination, workload balancing, team meetings, and creating a culture of excellence in customer service.
• Train, coach, and mentor team members, including weekly one-on-ones.
• Responsible for creating employee development plans and performance appraisals.
• Track and analyze trends in resource usage and generate statistical reports (daily, weekly, monthly).
• Translate reports into dashboards that offer relevant insights to stakeholders at multiple levels.
• Assess need for process changes based on request trends and make recommendations for improvements.
• Work with UITS MarCom team to communicate with the campus community regarding changes in processes, best practices, and the value of the Desktop Support service.
• Provide regular updates to the IT knowledgebase for self-service content and community support.
• Additional duties as assigned.

• Minimum five years of related work experience including 2 years of managerial experience with training and leading staff, preferably in a customer service environment OR, any equivalent combination of experience, training and/or education.
• Adept at working with diverse populations and able to communicate effectively with different levels of technical and professional expertise.
• Ability to track and analyze key metrics and trends.
• Ability to work a base schedule of Monday through Friday from 8 am-5 pm and after hours on call.

Knowledge, Skills, and Abilities

• Passion for service excellence.
• Ability to motivate and engage staff.
• Strength in building positive relationships and being approachable.
• Excellent oral and written communication skills.
• Self-directed and self-motivated with attention to detail.
• Ability to handle multiple priorities.
• Integrity and character.

•Experience in a customer service environment with an emphasis in resolving computer and other technology problems.

•Supervisory experience in a desktop support environment.

Exempt

Full Time

40

1.0

Fiscal

Information Technology

Yes - Full Benefits

$60000-$70000

salary at 1.0 full-time equivalency (FTE)

10

M2

IT Support

Information Technology

Fingerprint criminal background check (security sensitive due to title or department)

1

Grishma Chitrakar

HR Generalist

grishmac@arizona.edu

5/18/2021

Yes

Resume, Cover Letter, and One Additional Document

Please attach an additional document with a list of at least three professional references (one should be at least prior supervisor)

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As an Hispanic-serving institution and a Native American/Alaska Native-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.