Under very minimal supervision, oversees daily operation of UITS Support Center hiring and supervising staff, training, and documenting hardware, software, operating systems, applications, and information technology services used by faculty, staff, students, and other affiliates. Provides senior point of escalation for problem resolution, provides technical support to users of computing services and IT Professionals in departments in the form of direct consulting and/or documentation development and delivery. Provides technical and professional leadership to part-time and full-time consulting staff while monitoring and improving performance. Leads projects to improve internal processes and represents the Support Center in other projects which impact the university. Participates in the evaluation of emerging technologies.
REQUIRED: Bachelor’s degree and one year experience in providing computing support to users via direct consultation, development and delivery of computing education, or writing user documentation.
Combinations of related education and experience may be considered.
Expert with Windows and/or Mac operating systems and software. Expert with mobile operating systems and software, email systems and protocols common to IU. General knowledge of the network protocols and structure at IU. Knowledge of network protocols and various support structures at UITS and IU system-wide. Familiarity with the IU Knowledge Base. Excellent problem solving abilities. Excellent organizational skills and ability to effectively communicate and exchange information. An excellent customer service attitude.
Prior supervisory experience. Strong people leadership skills.
Salary Plan: PAO
Salary Grade: 2IT
Department: VICE PRES INFORMATION TECHNLGY (UA-VPIT-IUBLA)
Internal Number: 72482
About Indiana University
Founded in 1820, Indiana University is the state’s public university system, comprised of two core campuses—IU-Bloomington and IUPUI—and six regional campuses located throughout the state. Combined, the total student population is more than 114,000 undergraduate, graduate and professional school students. IU is one of the largest employers in the state, with over 20,000 faculty and staff. Indiana University is an equal employment and affirmative action employer and a provider of ADA services. Diversity and inclusion remains a core commitment to IU’s mission to cultivate an educational environment that supports equal access, participation and representation on all of its campuses and that provides educational and career opportunities for all.