To be considered, a cover letter and resume are required. The cover letter must be the leading page of your resume and should:
Specifically outline the reasons for your interest in the position and
Outline your particular skills and experience that directly relate to this position
Starting salary will vary depending upon the qualifications and experience of the selected candidate.
The Support Services division of Information and Technology Services (ITS) has a fast-paced and exciting position available for a Campus Computing Support Supervisor. This position is responsible for the day-to-day operations, providing walk-up “genius bar“ like support at four campus locations.
Our selected candidate will supervise 60-70 temporary student employees and a few regular staff employees. Responsible for engagement with students, campus partners and community; aligning and directing staff to best support technology and services; anticipating support needs and developing the necessary staff knowledge and capability. Ensure the maintenance of hardware and the consumable stock is accurate and timely at computing sites. Manage personnel, establishing performance metrics and provide employee training and development. Ensure incidents and requests are processed accurately and within SLE/SLA targets. Coordinate operational and improvement projects.
Our ideal candidate will collaborate with team members, ITS service partners and customers to lead efforts to develop, design, implement and continuously improve the efficiencies of service processes. Coordinate and build relationships with customers to plan operational and project work.
For more information about the department of Information and Technology Services, please visit our website: http://www.its.umich.edu/.
The key responsibilities associated with this position include, but are not limited to, the following:
Responsible for the day-to-day operations and the management of the ITS Tech Consulting and ITS Tech Rover service and frontline staff
Sets and approves staff schedules, ensuring coverage hours at all locations and develops staffing forecasts
Develops and facilitates staff training sessions so that employees have the necessary knowledge and skills to deliver services
Evaluates the needs of customers in order to adapt training, services and assess the effectiveness
Ensures technology is in working order, printers are stocked with consumables, maintain physical workspace and ensures sites are running optimally at all times
Raises any issues via support tickets and follows up, as needed, to expedite resolution
Manages collection of customer feedback and resolution of quality issues
Prioritizes work, taking into consideration skills required and estimated time to complete tasks
Develops and administers policies, procedures and expectations related to staffing plans, services offered, staff training and development and site maintenance
Establishes parameters for and monitors work quality and performance metrics
Conducts root cause analysis to identify systemic issues and prevent future incidents
SERVICE ANALYSIS AND IMPROVEMENTS
Actively coordinates and collaborates with other ITS support staff to implement best practices with respect to customer service
Identifies service improvement requests and opportunities
Assists with analysis, planning, testing, and implementation of solutions
Defines and conducts tracking and trend analysis to improve service quality metrics. Resolves complex customer service issues
STAFF SUPERVISION AND DEVELOPMENT
Recruits and selects high caliber people from diverse cultures, backgrounds and experience; manages new hire on and off-boarding; responsible for performance management activities
Develops salary planning and incentive proposals
Assists employee with career development planning, identifies and approves training and incorporates development plans for staff in a day-to-day work
Responsible for maintaining and sharing knowledge of policies and procedures, hardware, software and technical services which may include on-the-job training, attending courses or conferences, reading, research and testing
STRATEGIC PLANNING / PROJECT MANAGEMENT
Identifies opportunities to improve or expand service offerings; works in collaboration with other ITS teams to better serve the U-M community
Develops implementation plans and timelines of projects, provide status reports, exchanges relevant information with management and project teams and meets timelines
Provides accurate time estimates for tasks, identifies impacted teams and notifies management of potential risks and issues
While not limited to the following, in this role our successful candidate will be expected to demonstrate the following organizational competencies:
Creative Problem Solving: Demonstrates an ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems; defines problems, analyzes causes, identifies possible solutions, selects the best solution and develops action plans
Building Relationships / Interpersonal Skills: Demonstrates the ability to develop and maintain positive and cooperative relationships, inside and outside of workgroup, interacting in a friendly, open, honest and accepting manner; maintains agreed-upon levels of confidentiality; demonstrated ability to use formal and informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships
Communication: Demonstrates the ability to communicate correctly and knowledgeably with individuals via email, letters and in person to teams and customers; be able to speak concisely, using technical terms knowledgeably along with using correct grammar, spelling and punctuation
Quality Service: Demonstrates the ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service
A Bachelor's degree in a related field and/or the equivalent combination of education, certification and experience
A minimum of six (6) years of experience in a related IT role requiring customer service, timeliness, organization, prioritization, troubleshooting and working independently
A minimum of one (1) year of management or supervisory experience that includes recruiting, scheduling, mentoring, career development and performance management, leadership and/or team building
Demonstrated proficiency with current computer technology and applications (e.g. productivity apps, Google apps, etc.)
Proven ability to lead project teams to meet customer expectations
Demonstrated ability to effectively communicate technical concepts and interact effectively with customers and technical staff
Demonstrated experience with budget planning and conformance
Demonstrated communication ability in presentation and advanced writing skills (e.g., reflecting sensitivity to tone, audience and organizational politics)
Knowledge of the student and faculty support issues that arise in a complex computing environment, as well as familiarity with managing student personnel in a demanding academic environment
Experience with some or all of the following technologies: Apple, HP or other computers; troubleshooting Windows and Apple operating systems and applications
Experience with Incident / Request systems and related best practices
Knowledge of effective customer service training techniques
Experience in managing computing environments, including staff management and training, equipment maintenance and troubleshooting
Knowledge of U-M policies and procedures
Schedule and Work Locations
Punctual, regular, and consistent attendance is required
May require a flexible work schedule and working during non-business hours based on business needs.
Requires on-call availability outside normal working hours
Will require travel to various locations on campus
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness.
The University of Michigan is No. 20 in the annual Times Higher Education world ranking, 2019.
The University of Michigan is ranked No. 2 U.S. public university, 28th overall in The Wall Street Journal and Times Higher Education announced 09/05/2018.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2018-19, and ranked 20th among all institutions on the list, which was released 06/13/2018.
The University of Michigan maintains No. 15 in Times Higher Education World University Rankings released 05/30/2018.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 169508
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.