Senior Manager of Technology HelpDesk Services

Ball State University

Muncie, IN

ID: 7255661 (Ref.No. BSU43371)
Posted: June 17, 2024
Application Deadline: Open Until Filled

Job Description

Manage the Technology HelpDesk, TechTime, GeekLab, and Hardware Repair teams within Unified Technology Support; provide leadership within the Tech Center, offering guidance related to customer service best practices, adherence to UTS/IT procedures, and advanced technical expertise for the full-time staff and student employees within UTS; lead technical projects and serve on UTS/IT project teams as well as interdepartmental committees; advise and support faculty, students, and staff in their effort to resolve a variety of technical, informational, and policy-related issues; monitor issues and escalate items to UTS management when appropriate; ensure appropriate and timely solutions; work and partner with other departments to resolve technology issues.

Unified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking a Senior Manager of Technology HelpDesk Services with strong supervisory skills, excellent customer service skills, and a strong technical background providing advanced technical support for technology resources including Windows and macOS computers, mobile devices, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration. The person filling this role should expect to support a wide range of campus technologies and systems. The person filling this position will oversee the operations of the Technology Helpdesk and Hardware Repair units and associated team members.

Job Function:

Minimum Education:

1. Bachelor’s degree from an accredited college or university by date of appointment.
Or, in lieu of Bachelor’s degree:
2. Associate’s degree plus an additional combination of education or experience in IT equivalent to two years.
Or
3. High school diploma orGEDplus an additional combination of education or experience in IT equivalent to four years.

Preferred Education:

Bachelor’s or Master’s degree in Information Technology, Computer Science, MIS, computer technology or related field.

Minimum Experience:

At least three years of experience working in Information Technology providing technical support for technology resources including computers, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration; knowledge of remote access applications; at least three years of experience working in a customer service environment with a focus on technical support and/or HelpDesk environment; training/instructional experience; supervisory or project management experience.

Preferred Experience:

More than five years of experience with advanced technology support; computer hardware repair, networking, and IT Security knowledge; experience working in a help desk or computer/technology support environment; experience in an academic environment or comparable setting with knowledge of business operations; experience with Apple and Windows MDM systems; supervisory experience; professional documentation experience; experience with implementing or managing IT Security projects or initiatives.

Duties and Responsibilities:

Manage technology support services provided by the Technology HelpDesk, Desktop Support, and Hardware Repair to ensure timely, effective resolutions to client issues related to laptop and desktop computers, mobile devices, the campus network, and the various software applications and computer systems utilized by Ball State students, faculty, and staff. This includes setting priorities, allocating resources, and escalating issues, as needed. Regularly provide statistics and analysis of problems or issues reported and trends seen within each unit.
Supervise, coach, and mentor staff and/or student employees; assign and review work; make recommendations in all areas related to supervision, including but not limited to interviewing and selection, discipline, work schedules, performance appraisal and career development of personnel. Ensure staff have the resources and training that they need to be effective in their roles.
Collaborate on the management of support ticket workflow within Unified Technology Support. Review and route support tickets and request tasks within UTS, IT, and externally to other subject matter experts within the campus community. Analyze and communicate support trends and assist in developing strategies to address these trends.
Utilize expertise to serve as Tier 3 support to resolve issues escalated by direct reports or other full-time UTS staff or UTS student employees as well as other university employees that provide technical support; provide extensive technical knowledge, troubleshooting, and customer service support. Support provided via phone call, remote session, or in-person as needed.
Serve on committees and projects teams within UTS and IT as well as represent UTS and IT on interdepartmental committees. This may involve serving as a technical resource, supporting the development or implementation of new policies or procedures, or serving as a project manager.
Support the Director of UTS with developing and specifying policies and procedures related to Technology HelpDesk, Hardware Repair, GeekLab, and TechTime functions.
Consult with university personnel to investigate, evaluate, recommend, and specify technology purchases and configurations for computers, mobile devices, peripheral equipment, and local area networks. Support the planning, management, and execution related to the annual College Plan process.
Support the administration, management, and oversight of software and systems deployed on-campus by IT and UTS; act as key resource for deployment of software applications offered via self-service install or deployed within computer labs; maintain documentation; manage software licensing; provide statistics and support software licensing audits as needed.
Manage financials related to Hardware Repair, which includes reviewing vendor-provided billing and reimbursements statements, overseeing billing for both student and departmental repairs; reconciling the Hardware Repair credit card charges to ensure that they are assigned to the correct account; managing student wages budget, and providing reports to IT leadership related to Hardware Repair activities.
Serve as a vendor contact and ensure that all vendor required certifications are in place and that Hardware Repair meets and maintains compliance requirements for all vendor required protocols.
Collaborate with the Operations Control Center and other IT teams regarding system interruptions or outages to ensure effective and timely communication between the Technology HelpDesk and these groups.
Oversee the maintenance of the Technology HelpDesk web portal and the Technology HelpDesk Knowledge Base to ensure ease of use for clients, accuracy of information, and presence of appropriate features. Maintain knowledge of the incident management system.
Research and evaluate emerging computer technologies; maintain an advanced level of technical knowledge and skills for current and evolving technologies pertaining to personal computers, software architecture, hardware, computer networking, and troubleshooting methodologies. Test new software applications, hardware solutions, or technology-related processes prior to implementation.
Perform other related duties as assigned.

At Ball State University, we recognize inclusive excellence as an integral endeavor to fulfill our University’s mission and our strategic plan. We recruit, support, and retain a diverse population of students, faculty, and staff. We encourage and reward diversity of thought. We promote a work environment that encourages and rewards innovation and creativity. We pledge to keep Inclusive Excellence at the highest level of institutional importance and as a foundation in all that we strive to do. Our over-arching goal for Inclusive Excellence is to adopt a university-wide Inclusive Excellence approach to academic, administrative support, and service functions of the university. We believe Inclusive Excellence must be infused in every step we take.

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