University of Wisconsin-River Falls Division of Technology Services
Associate Director- Computer Services / Professional Services Manager
The University of Wisconsin River Falls, a member of the University of Wisconsin System, is located in scenic west central Wisconsin, 30 miles from the multi-cultural, multi-ethnic cities of Minneapolis and St Paul. Year-round arts, cultural and recreational events are easily accessible from River Falls. UWRF's 6,100 undergraduate and graduate students pursue degrees in four colleges: Arts and Sciences, Education and Professional Studies; Agriculture, Food and Environmental Sciences; and Business and Economics.
The University provides an excellent environment for learning, emphasizing the importance of faculty-student interaction in classrooms, laboratories, academic advising, and co-curricular activities. A favorable student-faculty ratio affords opportunity for meaningful interchange between faculty and students. Strong interests in teaching, research and community service are highly valued. More information about UWRF can be found at: http://www.uwrf.edu/workhere/.
This is a highly responsible supervisor position that oversees the Professional Services unit of the Division of Technology Services (DoTS). This position ensures daily delivery of customer and classroom focused DoTS technical support. The scope of this position encompasses Tier 1 and Tier 2 technical support for employees affiliated with the University of Wisconsin-River Falls and University owned computers and peripherals. This role provides leadership for DoTS staff with a focus on providing innovative solutions, delivering exceptional customer service, and creating a reliable technical support environment that demonstrates value to the students, faculty, staff, and alumni of the university.
The Professional Services unit provides Service Center (Tier 1) and Endpoint Support (Tier 2) services. These services include help desk, call center and endpoint support.
The Endpoint Support group has the overall responsibility for the procurement, asset management, installation, rotation and support of all University owned desktops, laptops, tablets, mobile phones and other endpoint devices located in offices, classrooms, labs, and public spaces throughout the university.
Typical hours are 7:30 AM – 4:30 PM Monday through Friday with additional availability necessary dependent on fluctuations in support demand throughout the academic year and support needs outside of regular hours. Anticipated Appointment date: December 4, 2017.
Specific Duties and Responsibilities:
A. Supervisory Responsibilities
Organize work, assign responsibilities, and establish measurable standards for employees. Keep an account of employee assignments, attendance, and overtime.
Provide regular feedback and conduct annual performance reviews with employees.
Recommend the hiring, transfer, suspension, layoff, recall, promotion, discharge, evaluation, and discipline of employees.
Develop individual training and development plans for staff members that foster their continued professional growth and the ability of the unit to meet emerging needs of the University.
Recommend employees for recognition awards and discretionary compensation awards as appropriate.
Administer emergency call in procedures so that employees can deal with special situations that arise outside of the normal workday.
Organize the process and recruitment materials for new positions including position descriptions, advertisements and interview protocol.
Facilitate employee communication and meet regularly to provide leadership for staff.
B. Management and Development of Professional Services Unit
Ensure that the staff are equipped with the tools, equipment, knowledge and skills necessary to perform professional level technical support tasks.
Work closely with the Enterprise Systems and Services Manager on budgeting, goals and strategic and organizational planning for the Endpoint Systems teams.
Provide input on projects for the development and implementation of new technical support systems and enhancements to existing systems to ensure that projects meet operational requirements.
Staff and schedule coverage of all support operation hours.
Provide quality assurance for all types of tickets for accuracy, timeliness, thoroughness of communication and verification of resolution
Develop and manage the unit’s budgets.
Work with outside vendors as the liaison for Technology Services.
Work with other areas in the university to coordinate projects and other daily work.
Lead strategic planning and policy development initiatives based on university strategic priorities, changing technologies, and evolving customer needs.
Identify and track key metrics to determine the unit’s effectiveness.
Analyze work and process flow, plan and implement solutions to make the unit efficient and effective.
Manage several large projects concurrently and set project task priorities.
Ensure that the work of the Professional Services unit is compliant with campus technology standards, University of Wisconsin System guidelines, PCI data security standards and federal laws governing the management of data such as HIPAA and FERPA.
Remain current in technology trends and the use of technology in higher education.
Organize and administer status meetings: call for agenda items; run meetings; provide minutes; follow-up on action items.
Direct the creation and upkeep of system documentation.
C. IT Service Management
Lead and champion ITIL (IT Infrastructure Library) and ITSM (IT Service Management) initiatives for the Division of Technology Services.
Promote service improvements on an ongoing basis to continually improve quality and customer satisfaction and perception of Technology Services.
Participate and assist with ongoing service reviews and negotiation of services being delivered to UWRF.
Provide, review and take action on service metrics and recommend and coordinate changes in ITSM services to improve metrics.
Responsible for providing definition, oversight and compliance for the Division for SLAs (Service Level Agreements and OLAs (Operating Level Agreements).
Provide organization, oversight and balance for managing the daily operations (service requests and incidents) for the Division.
Work with all functional areas within the Division of Technology Services to analyze the process for providing services and work with service providers to implement service improvements.
Provide customer feedback to service owners toward the goal of customer service and perception improvement.
Lead ITSM meetings with cross-functional representation from the Division
D. Professional Development Applicable to Job Functions
Develop and maintain a high level of technical familiarity with all products and services supported at UWRF.
Maintain knowledge in IT Service Management/ITIL industry best practices by reading, attending training, conferences or workshops.
Develop and maintain familiarity with technical support and service center industry trends regarding best practices, operating processes, and technologies.
Maintain a base level of project management skill and knowledge.
Provide leadership by sharing knowledge and information with other staff within the department and division on a continual basis.
Develop and maintain industry contacts upon which can provide advice in best practices and diagnostics troubleshooting in the most complex problems.
Remain current in technology trends and the use of technology in higher education, the provision of support services, project management and emerging technology.
Bachelor’s degree in MIS, Business Administration, or a related IT field
Minimum of two years of experience directly supervising staff
Minimum of four years of work experience in an information technology department providing support or coordinating Tier 1 and Tier 2 support
Effective leadership skills including the ability to motivate others and empowering teams
Knowledge of effective management, supervisory, problem solving, and leadership techniques required to supervise professional staff
Knowledge of the principals of project management, estimation, change control, and project plan development and implementation
Effective oral and written communication skills
Understanding of service center call technology and capabilities.
Understanding of incident, service tracking, and project management applications as well as other management information systems that may be used in a technical support operation.
Experience using software to track incidents, service requests, daily operations and projects
General understanding of Service Catalogs and Knowledge Centered Support (KCS) and Knowledge Base articles.
Master’s degree in MIS, Business Administration, or a related IT field
Ability to manage ongoing vendor relationships and evaluate vendor proposals while negotiating the best terms for the university
Knowledge of budgeting and financial reporting and forecasting.
Broad understanding of all facets of technology services and systems that support the mission of a university including basic networking principles, hardware, software, peripherals, enterprise software and business software and services.
Knowledge of ITSM (IT Service Management) and ITIL (IT Infrastructure Library) foundations and knowledge of how to apply those concepts in an IT support environment.
Ability to determine key success factors and create, analyze and apply reports and statistics in order to constantly improve operations using appropriate quality improvement methods.
A letter of interest specifying qualifications and experience (cover letter)
An unofficial transcript (official copies will be required if hired).
Names, addresses, telephone numbers, and e-mail addresses of three references who can specifically comment on your professional experience and preparation for this role.
Inquiries should be addressed to: Arpan Jani, Ph.D. PS Manager Search Committee Chair University of Wisconsin – River Falls email@example.com
Deadline to Apply: Initial review of applications will begin upon receipt. For full consideration, applicants should submit all required materials by November 3, 2017. A criminal background check will be completed on final candidates.
The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).
UW-River Falls does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources at 715-425-3926.
UW-River Falls Diversity Statement: We declare that diversity and inclusivity are core values. We dedicate ourselves to build a culture grounded in principles of equity, social justice, and excellence. We fundamentally affirm and embrace the multiple identities, values, belief systems, and cultural practices of all individuals and communities. We will address fundamental issues of bias, discrimination, and exclusion.
The University is committed to creating an educational community which enhances student awareness and appreciation of diverse ethnicities and cultures and identities which actively supports tolerance, civility and respect for the rights and sensibilities of each person without regard to economic status, ethnic background, political views, sexual orientation, or other personal characteristics or beliefs. Awareness of and sensitivity to diverse ethnic and cultural heritages are especially sought in applicants.
UWRF is an equal opportunity, affirmative action employer subject to all state and federal regulations pertaining to non-discrimination based upon sex, gender identity or expression, sexual orientation, race, color, national origin, religion, disability, marital status, age, arrest and/or conviction record, veteran status, and membership in the national guard, state defense force, or any other reserve component of the military forces of the United States or the State of Wisconsin. All persons, especially women, persons of color, people with disabilities and protected veterans are encouraged to apply. Employment is subject to federal laws that require verification of your identity and legal right to work in the United States as required by the Immigration Reform and Control Act.
For a copy of the UWRF campus safety information, see http:www.uwrf.edu/Police/CampusRecordsCrimes.cfm or call University Police at (715) 425-3133 for a paper copy. This material includes crime statistics (Annual Security Report) and information on crime prevention, sexual assault, and drug/alcohol issues.