The Office of Information Technology (OIT) is seeking an energetic, values-oriented management professional to develop and lead our Application Support team. The Application Support team is responsible for providing specialized technology support (tier 2) to OHIO students, faculty, and staff for a broad range of IT services. If you are committed to providing outstanding service, are an accomplished leader and mentor of people, and enjoy working with technology, please consider applying.
This position is responsible for leading, developing, and supporting a team of five IT professionals that troubleshoot complex technology issues and recommend solutions or services that align with customer needs. The team may interact with customers via phone, email, or in person consultations depending on the nature of the request but in all cases is responsible for applying in-depth technical knowledge to problems and for providing a high level of customer service. A successful candidate with take ownership for the overall quality and performance of application support activities and work closely with other service desk team members to foster a productive, service-oriented work environment. This position will report to the Senior Manager of the IT Service Desk.
This position supports the Office of Information Technology (OIT) in delivering customer-oriented enterprise class IT services that are robust and secure while advancing Ohio University’s commitment to be the nation’s best transformative learning community. OIT is a service-driven, values-oriented technology organization that is dedicated to delivering high quality technology services to the University community.
Job Responsibilities: ● Recruit, hire, and develop application support analysts. Define roles and responsibilities; Ensure staff receive the training and support they need to be successful and foster a culture of exceptional customer service. ● Coordinate day to day activities for the application support team; Ensure escalated incidents and requests from the Contact Center (tier 1) are addressed in a timely manner and that established service levels are consistently achieved; Serve as the escalation point for customer service problems or complaints and ensure issues are resolved with an appropriate sense of urgency ● Coordinate resolution of complex issues that involve multiple technical resources. Facilitate customer communications during service interruptions or outages. ● Apply industry standard metrics and best practices for IT Service Management; Identify and report on key performance indicators, implement standardized processes and procedures, and proactively adjust resources as needed to meet established service levels. ● Initiate and lead small to medium service change or improvement projects. Coordinate resources, prioritize and plan work, and oversee the overall success of the project.
● Bachelor's degree or equivalent combination of education and experience; 3-5 years of relevant management experience. ● Experience with employee recruitment, hiring, retention, and development; Experience developing employees in a variety of backgrounds and disciplines. ● Experience managing and leading successful customer service teams. ● Ability to lead and facilitate cross-functional teams to develop, document, execute, and improve processes; Adept at resolving conflict and delivering expected outcomes.
Experience working in information technology or a closely related field.
ITIL certification and/or applied knowledge of ITIL framework and concepts.
Experience with IT Service Management tools (ServiceNow, Footprints, Remedy, etc)
Planning Unit: Information Technology
Department: Information and Technology Office
Applicants may contact this person if they have questions about this position: Jeffrey Wolfe - firstname.lastname@example.org
Employment Type: Full-Time Regular
$58,928 – $67,768 depending on candidate's experience and qualification. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.
Internal Number: 33395
About Ohio University
Ohio University is home to one of the nation’s friendliest and most picturesque campuses. But more importantly, it’s where you can become part of a two-century tradition of excellence and embark upon a rewarding career that will make a real difference. From teaching and research to admissions, facilities maintenance, and residence life, our faculty and staff propel Ohio University’s mission of helping students become their best selves. OHIO offers competitive compensation and outstanding benefits. For a complete list of employment opportunities, please visit www.ohiouniversityjobs.com.Ohio University is an equal access/equal opportunity affirmative action institution. For more information about Ohio University’s policies prohibiting discrimination and harassment, visit www.ohio.edu/equity.