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Manager Technical Support Services

Employer
The University of North Georgia
Location
UNG - Oconee
Closing date
Jul 1, 2021

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Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support, Technology, IT Support & Training
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Job Details

Job Title: Manager Technical Support Services
Location: UNG - Oconee
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 228813
About Us

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of nearly 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society. Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the university's signature leadership programs is its 800-member Corps of Cadets on UNG's Dahlonega Campus.

Job Summary

The University of North Georiga is currently accepting applications for a Manager Technical Support Services on the Oconee campus. The Manager Technical Support Services is responsible for the day-to-day operations of UNG IT help desk locations. The manager will monitor and report on end-user IT support and will serve as the point of escalation for IT helpdesk coordinators on all campuses. Working closely with Technical Support leadership and the IT Contact Center, the manager will be responsible for ensuring excellent customer service at all help desk locations, coordinating timely support resolutions, performing request fulfilment, and for appropriately communicating IT initiatives to helpdesk staff and customers. The manager will be familiar with IT, UNG and USG policies, assist with customer purchasing requests, and serve as a representative of UNG IT on designated campus committees.

Responsibilities
  • Manage all facets of IT help desk operations including supervision of location coordinators, coordination of work schedules and assignment of duties, staff development, evaluation, and disciplinary actions.
  • Receive and respond to incoming calls, service desk tickets, email, or chat regarding technical incidents or campus support coordination. Provide critical support for end-user technology. Provide technical assistance to faculty, staff, and students. In coordination with other IT units, perform approved configuration changes as directed.
  • Conduct research on end-user devices in support of standardization and procurement efforts.
  • Evaluate, recommend and approve technical products for purchase. Write technical specifications for purchase of end-user devices and related products.
  • Assist support staff with analysis, diagnosis, and Tier I/II/III resolution of technical issues for end users, including remote repair for off-site users as needed. Escalate end-user issues as necessary to other groups. Contributes to the creation and updating of support documentation, and provides in-time training to campus faculty and staff.
  • Work with the Technical Support Operations Director to develop and implement helpdesk policy. Be familiar with IT policy and communicate relevant information to supervisors and relevant IT staff. Assist other management staff in developing long-term strategies and capacity planning for meeting future specific end-user device needs.
  • Lead help desk support initiatives and coordinates with Information Technology sub-groups on projects and deployments.
  • Other duties as assigned.

Knowledge, Skills & Abilities

  • Ability to manage people and processes in a diverse technical environment.
  • Advanced knowledge of PC hardware installation and repair, Windows and Apple operating systems and peripheral installation and support, and of PC networking and Microsoft Active Directory.
  • Strong oral and written communication skills; excellent interpersonal and teamwork skills.
  • Ability to multi-task, manage workload, and strong problem ownership skills.
  • Attention to detail and accuracy is a must.
  • Must be punctual and dependable.
  • Working level knowledge of ITILv3 processes and ITSM best practices.
  • Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Sitting for extended periods of time; ability to certify and maintain good standing in golf cart driver course for the purpose of transporting of heavy to moderately heavy objects, such as computers and peripherals.
Required Qualifications
  • Bachelor's degree required.
  • At least 5 years of general computer installation, maintenance and repair experience or an equivalent combination of education and experience required.
  • Experience in computer life-cycle management required.
  • Operations management, customer liaison, and budget management experience required.
  • Must maintain a state-issued driver's license in good standing.
Preferred Qualifications
  • Computer Science discipline preferred.
  • Project management and strategic planning experience preferred.
  • ITIL certification preferred.
  • Dell, A+ or MCITP, Microsoft and Apple certification or equivalent preferred.
Required Documents to Attach
  • Resume
  • Cover letter
Apply Before Date No job description availableConditions of Employment

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of North Georgia, as determined by University of North Georgia in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Equal Employment Opportunity

The University of North Georgia, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, sex or national origin, age, disability, religion, genetics or veteran status. Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans.

Special Applicant Instructions
  • Please submit contact information for three professional references.

Organization

The University of North Georgia is a member of the University System of Georgia and holds designations as a state leadership institution and as The Military College of Georgia.  With more than 18,000 students, the University of North Georgia is one of the state’s largest public universities.  The regional, multi-campus university offers more than 100 programs of study ranging from certificate and associate’s degrees to professional doctoral programs.

The University of North Georgia's educational experience provides a solid foundation to help students become civic, professional and military leaders who serve communities locally and globally. UNG's student-focused environment includes quality education, service, inquiry, and creativity.  

UNG is one of only six senior military colleges in the United States and its residential Army ROTC program consistently ranks among the best in the country. UNG competes in NCAA Division II in baseball, softball, golf, basketball, soccer, mixed rifle, and women's cross country.

The University of North Georgia has seven academic colleges and institutes: the College of Arts and Letters, the Mike Cottrell College of Business, the College of Science and Mathematics, the College of Education, the College of Health Professions, University College, and the Lewis F. Rogers Institute for Environmental and Spatial Analysis.

At the undergraduate level, UNG offers the Associate of Arts (A.A.) and the  Associate of Science (A.S.) degrees and the Bachelor of Applied Science (BAS); Bachelor of Arts (BA); Bachelor of Science (BS); Bachelor of Business Administration (BBA); Bachelor of Fine Arts (BFA); and Bachelor of Science-Nursing (BSN).

Graduate degrees offered at UNG include: Doctor of Physical Therapy (DPT); Education Specialist in School Leadership (EDSSL); Master of Education (Med); Master of Arts in Teaching (MAT); Master of Arts in history (MA); Master of Arts in International Affairs (MAIA); Master of Science in clinical mental health counseling (MS); Master of Science in family nurse practitioner (MS); Master of Science in nursing education (MS); Master of Science in physical education (MS); Master of Science in criminal justice (MS); Master of Public Administration (MPA); Master of Business Administration (MBA); Master of Music (MM).

The University of North Georgia was formed through the consolidation of North Georgia College & State University and Gainesville State College, two of the top-performing schools in the University System of Georgia, in January 2013.  Positioned in the fastest-growing region of the state, UNG comprises five campuses and online opportunities united by a single mission focused on academic excellence and academic and co-curricular programs that develop students into leaders for a diverse and global society.

UNG’s campuses are located across the northeast Georgia region in Blue Ridge, Cumming, Dahlonega, Gainesville, and Oconee County. With easy access to metro Atlanta and Georgia's mountain and piedmont areas, the region features vibrant cultural and recreational opportunities, including Lake Lanier and the the Appalachian Trail.

The University of North Georgia is part of the University System of Georgia Complete College Georgia (CCG) initiative to improve the retention, progression, and graduation of students. Grounded in the successes and strengths of the past and inspired by the potential of the new University of North Georgia, UNG's Complete College Georgia plan seeks to advance educational attainment in the northern part of the state, contributing to the region's workforce and economic prosperity.

To obtain application information for the University of North Georgia, call the Admissions Office at 706-864-1800, or for a closer look at the university, visit www.ung.edu.

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