Description
Position SummaryUniversity Information Services (UIS) provides enterprise services to the University of Colorado’s (CU) four campuses and enables technologies to the Office of the President, also known as CU System Administration. UIS serves the University community through the delivery of information technology (IT) related services used by students, faculty, and staff and has a strong commitment to excellence in customer service.

System Administration, which houses UIS, is located in the uptown neighborhood of Denver with satellite offices in Broomfield and throughout the Denver and Boulder metro areas. Many of System Administration’s departments support the educational and research missions of the four University of Colorado campuses. We provide diverse opportunities for professional development and collaboration with talented staff and faculty. 

The Service Desk Support Lead embraces the University Information Services (UIS) vision to serve the University of Colorado through proactive customer engagement and innovative solutions to enrich our environment. This position supports the needs of a suite of mission critical applications. This position is technical with a passion for customer service and works directly with service owners to ensure reliability and sustainability of the supported application. The Service Desk Support Lead supports applications and servers and works closely with our customer partners and other operational groups. This position will participate in and lead high visibility projects with the goal of improving operational effectiveness and will lead the coaching and mentoring of other Service Desk team members, including the successful onboarding of any new employees on the team. This position also requires the ability to perform the tasks and duties of the Assistant Director when they are unavailable.

The Service Desk Support Lead reports to the Assistant Director of System Administrative Services and is exempt from the State of Colorado Classified Staff system.

Applications Used/Managed:

• Microsoft365
• Windows 10 & macOS
• Cherwell Service Management
• Symantec Endpoint Protection
• Zoom
• SnipeIT
• DUO
• Cisco VoIP and Cisco Finesse
• Bomgar – BeyondTrust
• SCCM, MDT, JAMF, Casper

Duties and ResponsibilitiesDuties and responsibilities of the position include, but are not limited to: 

Primary Responsibilities

• Works in a fast-paced environment while ensuring the uptime and availability of applications to customers and end-users
• Manages the Cisco Finesse queue, prioritize work, ensure coverage, provide on-site support, answer support calls and emails that come through the Service Desk
• Ensures Service Level Agreements (SLA’s) are met
• Updates reporting mechanisms and presents updates weekly to the Assistant Director
• Resolves advanced technical issues for System Administration Services which may include: M365 / Network Connectivity / Hardware / Software / Printer issues
• Acts as the first point of escalation to resolve user complaints
• Responds to “Poor Feedback” responses, defines root cause, and provides outstanding customer service
• Creates and conducts monthly ticket and phone call audits
• Meets with service desk technicians monthly to review ticket and phone call audits
• Trains Service Desk team members on Cherwell Service Management, Bomgar – Beyond Trust, and all used/managed applications listed in the position summary
• Identifies outages and sends internal and external RAVE notifications and updates
• Manages the loaner laptop fleet
• Develops and enhances relationships between internal UIS departments
• Ensures successful A/V set-up and support for small, medium, and large conference rooms.
• Provides support to 1800 Grant hotel stations, as needed
• Supports 1800 Grant VIP users and provides white glove customer service
• Develops thorough documentation for systems, processes, and procedures for the Service Desk Wiki
• Acts as a point of contact when the Assistant Director is out of the office

Secondary Responsibilities

• Acts as the back up to the Sr. Service Desk Professionals
• Attends System Administration Pre-Posting Review (PPR) meetings and makes recommendations based on customer requirements and industry best practices, as needed
• Works closely with internal customers and vendorsand places equipment and licensing orders on behalf of UIS and System Administration Departments
• Executes onboarding/offboarding of System Administration employees in a secure and confidential manner
• Provides back up to the Sr. Service Desk Professionals with the administration of applications that include: Microsoft365, SCCM, MDT, Casper, JAMF, SnipeIT, Symantec Endpoint Protection, Cisco VoIP, and Zoom. Will be responsible for testing, installing patches, pushing updates, applying hot fixes, planning upgrades and enhancements in support of operations
• Adheres to the project management process and may be assigned special project work by the Project Management Office
• Completes additional tasks on time as assigned by the Assistant Director

Who we are:

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses.  However, this position is located in Denver, CO.  Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty.  Learn more about CU System Administration.

The University of Colorado has been proactive in response to the COVID-19 pandemic. You can visit our COVID-19 webpage for more information.

What we offer:

Salary: The anticipated hiring salary range has been established at $52,200 - $65,000.

The market salary range for this position is $52,200 - $71,900.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or anticipated hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Benefits: The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision and Wellness
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
  • Vacation Days: 22
  • Sick Days: 15
  • Holiday Days: 10
• Tuition Benefit: System employees have the benefit on all campuses 
• ECO Pass: RTD Bus and light rail service
• Additional Perks & Programs: Click here to access a few more Perks and Programs

Click here to access our Total Compensation Calculator to see what your total rewards could be at CU. This position is a University Staff position.

Additional taxable fringe benefits may be available.

More information on benefits programs, including eligibility, is available at www.cu.edu/employee-services/.

Knowledge, Skills, and AbilitiesTo be successful in this position, candidates will need the following:

• Proven ability to effectively operate with flexibility in a fast-paced and evolving team environment, learn quickly and multi-task on simultaneous initiatives.
• Ability to translate and explain technical concepts and vocabulary in common terms to non-technical audiences
• Ability to learn and apply new technologies
• Ability to analyze and troubleshoot computer systems, software, and peripherals 
• Ability to communicate well and comprehend English
• Ability to maintain and exercise patience and professionalism during stressful situations
• Ability to handle change, and adapt to changing priorities
• Knowledge of customer service principles and best practices, including customer needs assessments, meeting quality service standards, and evaluating customer satisfaction
• Knowledge of incident response and handling methodologies
• Customer service skills, including the ability to actively listen, address customer needs, defuse tense situations, and maintain an open, flexible, and friendly demeanor
• Ability to deliver a high level of commitment to customer service
• Ability to respond to requests in a timely manner
• Ability to present oneself professionally in appearance, demeanor, and effort
• Ability to effectively collaborate with team members in-person and remotely
• Knowledge of common computer operating systems
• Knowledge of computer networking fundamentals
• Knowledge of the business and organizational structure of CU
• Collaboration skills, including the ability to work with others from different areas and backgrounds to reach a common goal
• Computer skills, including the ability to utilize Microsoft Office programs (i.e. Word, Excel, PowerPoint, Outlook, etc.) and learn and experiment with new software and systems
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearly
• Organizational skills, including the ability to set and meet goals and deadlines, manage appointments, create schedules, coordinate and facilitate meetings, and make decisions
• Ability to work under pressure, manage multiple concurrent and competing tasks and responsibilities, and adapt to changing priorities while maintaining personal effectiveness
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments
• Ability to self-start and take initiative in completing daily tasks and special projects
• Ability to focus on activities that have the greatest impact on meeting work commitments
• Ability to establish and maintain partnerships with a variety of internal and external constituencies
• Ability to communicate and work effectively with individuals from diverse backgrounds, cultures, and ages
• Ability to navigate a complex political environment

Qualifications
Minimum Requirements

• Bachelor’s degree from and accredited institution of higher education, or equivalent professional experience (professional experience may be substituted for the educational requirement on a year-for-year basis) 
• Four (4) years of experience in the following:
  • Working in an IT service desk/help desk
  • Supporting Windows, PC, Laptops, Mac, Printers, and mobile devices
  • Information Technology Service Management (ITSM) ticketing tool
  • Computer hardware and software installation and troubleshooting

Preferred Qualifications

• Bachelor’s degree from an accredited institution of higher education in the field of computer science or other IT related field (professional experience may be substituted for the educational requirement on a year-for-year basis)
• Seven (7) years’ equivalent experience, as previously described
• Experience with one or more of the following:
  • MDT and SCCM
  • Casper and JAMF
  • Supporting AV equipment
  • Using remote support tools
  • Active Directory experience
  • Cherwell Service Management
  • Microsoft365
  • Supporting executive level customers
  • Windows 10, macOS
  • Dell and Apple Devices
  • Symantec Endpoint Protection
  • Zoom
  • BeyondTrust “Bomgar”
  • Cisco VOIP Phones and Cisco Finesse
  • DUO
  • Snipe-IT
• Information Technology Infrastructure Library (ITIL) Foundation Certification
• HDI Team Lead Certification
• A+, Net+, Security+, Server+ Certifications

Job Category: Information Technology
Primary Location: Denver
Schedule: Full-time
Posting Date: Aug 26, 2021
Unposting Date: Ongoing