Desktop Support Supervisor – HigherEdJobs

JOB OPENING ID: 242674

REGULAR/TEMPORARY: Regular

ORGANIZATIONAL GROUP: Its Us

DEPARTMENT: ITS SS MiWorkspace

SALARY: $79,100.00 – $89,000.00

How to Apply

A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file.

Competitive salary available based on qualifications, experience and education of the selected candidate.

Summary

Information and Technology Services (ITS) has an exciting opportunity for a Desktop Support Lead Supervisor with the MiWorkspace Service. MiWorkspace is the flagship desktop support provider at U-M serving 11 of 19 schools and colleges and all administrative units on the Ann Arbor campus. As a member of MiWorkspace leadership, you will supervise a team of IT pros delivering high quality hardware, software, networking, storage and security services to meet the needs of faculty and staff at the top public university in the country.

If you have an exceptional focus on customer service, a solid technical background with an ability to communicate to a non-technical audience, and enjoy managing a diverse staff at various career points and skill levels, MiWorkspace is for you.

You will report to a Neighborhood IT Manager in the ITS Support Services organization.

Who We Are

ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information, please visit our website: https://its.umich.edu/about

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Maternity and Parental Leaves
• Vision and Dental Insurance

Responsibilities*

• Overall supervision and performance management of a team of 10 technology professionals, additional student/temp employees providing customer support for hardware, software, networking, storage, and security
• Prioritize team work, solve problems, make decisions, identify risk, manage change, meet timelines and provide status reports to stakeholders
• Promote partnership and manage customer relationships around service delivery
• Create and modify written procedures, processes, and technical support knowledge with content tailored to the level and type of target audience
• Represent ITS as directed in relevant campus groups, forums, communities, and discussions

Required Qualifications*

• Bachelor’s degree in computer science, information science, business analysis, or a related field, or equivalent combination of education and experience.
• 5+ years working in a role providing end user technical support.
• Supervisory experience of temp or full time employees
• Proficiency with current Win/Mac/Mobile operating systems and common business applications (e.g. Google Workspace, Microsoft 365, Zoom, etc.)
• Ability to perform day-to-day administration tasks, troubleshooting, root-cause analysis, and service restoration
• Excellent customer service skills
• Ability to deliver clear messaging to a variety of audiences/skill levels.

Desired Qualifications*

• Experience with video conferencing technologies
• Experience with TeamDynamix ITSM platform
• Experience working in a higher education institution

Underfill Statement

ITS welcomes a healthy applicant pool and encourages interested applicants to apply. This position may be underfilled at the senior classification depending on the qualifications of the selected candidate. Senior level salary $72,334 – $80,371

Additional Information

This position may work with and/or support systems that maintain or process sensitive institutional data as defined by University policy. You must comply with federal, state and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards including, but not limited to: ITAR, EAR, HIPAA and FISMA. You are responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. according to university policy.

Physical Demands/Work Environment

• The position works primarily on the Ann Arbor campus with some hybrid opportunities
• Occasionally work during non-business hours and on weekends, or participation in on-call rotation may be required
• Travel to locations on and off campus and move throughout various buildings to provide support and deliver/retrieve computer hardware and parts is required
• The ability to move boxes and computer hardware weighing up to 50 lbs across campus and/or within buildings while using proper safety techniques and equipment

Application Deadline

Job openings are posted for at least seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Job Detail

Job Opening ID

242674

Working Title

Desktop Support Supervisor

Job Title

Desktop Support Spec Ld Supr

Work Location

Ann Arbor Campus

Ann Arbor, MI

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Exempt

Organizational Group

Its Us

Department

ITS SS MiWorkspace

Posting Begin/End Date

12/01/2023 – 12/15/2023

Salary

$79,100.00 – $89,000.00

Career Interest

Information Technology