Job Title: Assistant Director, Technology Services
Location: Sarasota, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 30582
Position Details

Dept Number/Name: 4-5211-000 / Technology Services

College Division: Sar/Man-Campus Computing

Salary Plan: Administrative

Job Code/Title: 9534 / Assistant Director

Hiring Salary/Salary Range: $70,000-$75000

Position Number: 00048894

ORGANIZATIONAL SUMMARY: Technology Services is responsible for serving both the short-term and long-term technology needs of the USF-SM campus. This includes providing primary PC, printer, and peripheral support [i.e. [monitors, mics, speakers, etc.) to the campus. Additionally, Technology Services supports desktop video conference software. The department provides primary care and servicing of local network-related support, including wired infrastructure, wireless [WiFi access], and overseeing 7 IDF's and an onsite Data Center (A-308). Over 22 instructional technology systems (classrooms), are serviced and supported by the department including Business Lab, and a 200-seat Auditorium. Finally, an IP-based telephone system is supported for key locations [reception desks, emergency phones, and other, specialized locations). Event Tech Support is also a responsibility, which includes PA audio support [portable and permanent], as well as movies and presentation displays for larger audiences. All technology service support is done in collaboration with the IT Department in Tampa, where many of the main services are based.

POSITION SUMMARY: Reporting to the Director, this position is responsible for leading the staffing and execution of professional support duties for the Sarasota-Manatee campus Technology Services department help desk. This role makes decisions impacting help desk functions[desktop PC and classroom tech support] to influence the quality of services being delivered, establishes and manages communication channels within internal and external departments to resolve service-related issues, and acts as the liaison to provide customer feedback to senior management. Responsibilities include: supervising, scheduling, and coordinating IT support for Help Desk staff, including managing the JIRA queue for Sarasota-Manatee campus, supervising the Five9 Help Desk line, scheduling office moves, and ensuring all new users have proper access to electronic resources. Additionally, this position works closely with facilities to ensure infrastructure/cabling meets minimum USF telecom standards and maintains help desk documentation.

RESPONSIBILITIES:
Plan and lead work of the client support positions within Technology Services. Provide training, direction and instruction, conduct performance evaluations, make recommendations on pay decisions, as well as recruitment and development opportunities. Make decisions that have an an impact within HelpDesk functions to influence the quality of service delivered. Establish and manage communication channels within internal and external departments to resolve service issues. Keep Director informed of major outages or widespread issues related to network, telecom, email, or system breakdowns.

Systems Analysis: Work with other departments within IT and external areas as needed to design and implement new systems for support services and perform upgrades to existing systems. Make recommendations for areas of improvement in overall operational efficiencies.

Manage the development and updating of customer support documents, including training documents as well as processes and procedures. Manage oversight of technology on-boarding for new Sarasota-Manatee campus new employees, ensuring access to electronic, online systems [GEMS, email, etc.], and exiting employees, ensuring deactivation of access accordingly.

Act as a subject matter expert for escalated requests as they relate to supported systems.

Maintain currency of knowledge with respect to state-of-the-art technology, equipment, and / or systems.

Perform other duties as assigned.

POSITION QUALIFICATIONS:

MINIMUM: This position requires a Bachelor's degree in Computer Science, MIS or other field involving software and analytical training from a regionally accredited institution, and four years of IT related work experience, OR a Bachelor's degree with no specific required field and five years of IT related work experience, OR a combination of eight years of IT related work experience and validated training. Preparation for a relevant IT certification is considered to be related training. In all cases, at least four years of IT related work experience must be at the exempt professional level and include two years of supervisory experience.

PREFERRED: Experience specifically related to leading Help Desk support. CompTIA Server+ certification, CompTIA Network+ certification, and/or CompTIA A+ certification

USF Sarasota

Information for Applicants

This position is subject to a Level 1 criminal background check.

Job Opening Number: 30582

Posting Date: 04/22/2022

Posting End Date: Open until filled

How To Apply

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Apply online by completing the required information and attaching your cover letter and resume. Please include your experience as it relates to the qualifications stated above. YOUR COVER LETTER AND RESUME, PLUS ANY OTHER REQUESTED MATERIAL, MUST BE IN ONE ATTACHMENT. Only online applications are accepted for this position.

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Equal Employment Opportunity

USF is an equal opportunity, equal access academic institution that embraces diversity in the workplace.

The University of South Florida does not discriminate on the basis of sex and prohibits sexual harassment. Any person may report sex discrimination, including sexual harassment (whether or not the person reporting is the person alleged to be the victim of conduct that could constitute sex discrimination or sexual harassment), in person, by mail, by telephone, or by electronic mail, using the contact information listed for the Title IX Coordinator. Reports may be made at any time either online or directly to the University's Title IX Coordinator.

Work Location

Campus map and location overview: USF - Sarasota Campus

About USF

The University of South Florida is a high-impact global research university dedicated to student success. Over the past 10 years, no other public university in the country has risen faster in U.S. News and World Report's national university rankings than USF. Serving more than 50,000 students on campuses in Tampa, St. Petersburg and Sarasota-Manatee, USF is designated as a Preeminent State Research University by the Florida Board of Governors, placing it in the most elite category among the state's 12 public universities. USF is a member of the American Athletic Conference.

Working at USF

With more than 16,000 employees at USF, the University of South Florida is one of the largest employers in the Tampa Bay region. At USF you will find opportunities to excel in a rich academic environment that fosters the development and advancement of our employees. We believe in creating a talented, engaged and driven workforce through on-going development and career opportunities. We also offer a first class benefit package that includes medical, dental and life insurance plans, retirement plan options, tuition program and generous leave programs and more.

To learn more about working at USF please visit: Work Here. Learn Here. Grow Here.

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