Pay Range Minimum
Job Code:

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.

JOB DESCRIPTION: Oversees and manages computer equipment support for the assigned area or support zone of one or more of the School of Medicine departments. Manages Desktop Support activities and compliance with Service Level Agreements (SLAs) and provides reports to IT management on SLA compliance performance metrics. Manages IT Desktop Consultants. Applies ITIL methodologies to daily department operations to ensure compliance with enterprise standards and goals. Delivers defined service offerings and manages customer expectations. Collaborates with the Manager, Desktop Support or Senior IT Manager to refine department processes, improve delivery and increase efficiencies. Utilizes network-based tools to manage desktops centrally and ensure effective operations and cost control. Manages people resources and processes to administer day-to-day operations. Identifies individual and team skill gaps and developmental opportunities to facilitate career development. Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally. Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement. Manages team compliance with University policies and procedures to meet ITIL and enterprise requirements and expectations. Provides technical expertise to support team collaboration for resolving issues and meeting customer expectations. Evaluates and summarizes departmental metrics to measure performance and forecast future needs. Provides defined service offerings to manage customer expectations. Refines Desktop Support processes to improve delivery and increase efficiencies. Serves as the Incident Coordinator for the assigned support zone to minimize service disruptions. Utilizes enterprise procurement tool to manage desktop user hardware and software purchases. Manages escalated issues to restore service and address customer concerns. Performs related responsibilities as assigned.
MINIMUM QUALIFICATIONS: A high school diploma and five years of relevant IT experience, OR an equivalent combination of education, training, and/or experience. Information Technology Infrastructure Library (ITIL) Foundations v3 certification preferred.

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.


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