Quality Assurance & Training Leader (IT Training Leader)

Job ID: 309780

Department

UITS ENTERPRISE SUPPORT (UA-CCSU-IUINA)

Department
Information

At University Information Technology Services (UITS) we provide the technology,
tools, and services you need to succeed. UITS supports IU’s vision for excellence in research, teaching, outreach, and lifelong learning. We
ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and
overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person’s
potential, and we’ll help you reach yours.

The Enterprise Support division within University Information Technology Services (UITS)
provides technology support services for students, faculty, staff, parents, alumni, donors, and other external audiences at Indiana
University. The support is broad, deep, and structured to assist with the use of technology in their work, studies, and research. Our
consultants provide technical support via phone, chat, email, walk-in, in the online IU Knowledge Base, in Student Technology Centers and
campus housing.

Come join our team! We are currently hiring within the Quality Assurance and Training (QAT) Department. At University
Information Technology Services (UITS) we ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that
champions inclusion, diversity, and overall employee well-being through programs supported university wide.

Job
Summary

The leader in this position will gain valuable hiring experience, training development and oversight experience, quality
assurance expertise and leadership skills that will enhance their career marketability.

Department-Specific
Responsibilities

• Assist the QAT manager and operational staff in day-to-day operations including the administrative tasks
  associated with hiring and onboarding our part-time consultants.
• Provides development, documentation and implementation of quality
  assurance standards and measurements for all service functions of the UITS Support Center and other enterprise support units as required.
• Provides efficient posting, interviewing, hiring and onboarding of new part-time staff.
• Assists QAT operational staff with
  monitoring client survey results and providing reports of client survey trends.
• Assists QAT operational staff with researching and
  reporting on specific client concerns regarding their support interactions.
• Assists QAT manager with evaluating and refining
  internal processes of the UITS Support Center and other enterprise support units as required.
• Monitors compliance requirements of
  all UITS Support Center and other enterprise support staff as required.
• Assists QAT manager in continued development and
  documentation of mentoring program to ensure identified goals and expectations are achieved.

General
Responsibilities

• Provides day-to-day operational management of IT training staff.
• Establishes short-term operational
  objectives.
• Identifies operational issues and/or areas of improvement and implements solutions to improve processes and/or
  operational efficiency.
• Analyzes, monitors, and evaluates performance of assigned staff; establishes work priorities, conducts
  performance reviews, and provides corrective action as needed.
• Ensures adequate staffing and effective scheduling; participates and
  informs employment decisions for assigned staff.
• Provides direct supervision and oversight of assigned staff and activities;
  impacts, and is held accountable for, the performance of team and/or assigned staff.
• Ensures and provides training to assigned staff
  to improve IT training operations; researches and identifies development opportunities for assigned staff.
• Keeps next-level
  leader(s) informed of trends as well as significant problems.

Qualifications

Combinations of related
education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience
beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor’s degree preferably in computer science or related field.

WORK EXPERIENCE

Required

• 2 years of information technology support or related experience.

Preferred

• 1 year of hiring and onboarding employees or related experience.

SKILLS

Required

• Proficient communication skills.
• Maintains a high degree of
  professionalism.
• Demonstrated time management and priority setting skills.
• Demonstrates a high commitment to
  quality.
• Excellent organizational skills.
• Excellent collaboration and team building skills.
• Effectively coaches and
  delivers constructive feedback.
• Instills commitment to organizational goals.

Working Conditions /
Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office
productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus.
The person in this role must be able to perform the essential functions with or without an accommodation.

Additional
Information

Our mission, vision and core values define who we are, how we act and what we aspire to accomplish, which helps us to
make amazing things happen. Mission: Empowering the IU community to succeed through excellent IT services and support.
Vision: Utilize innovation, technology, and human resources to provide best-of-class IT support, services, and user
communication to the IU community.

Values:

• Success through empowering
  people
• Understanding our clients’ needs
• Participating in meaningful
  partnerships
• Providing an environment for innovation
• Outstanding service is
  our norm
• Respect and integrity underpinning all
• Teamwork and communication in
  everything we do

Work Location

Indianapolis, Indiana or Bloomington, Indiana

This position is eligible
for remote work or to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university
policy and business needs.

Advertised Salary

$59,704 annually.

Benefits Overview

For
full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical
  insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D
  options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan
  options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental
  Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level:
Operational

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support

Click here to
learn more about Indiana University’s Job Framework.

Equal Employment Opportunity

Indiana University is an equal
employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for
employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion,
sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected
veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including
employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of
Education Office for Civil Rights or the university Title IX Coordinator. See Indiana
University’s Notice of Non-Discrimination here which includes contact information.

Contact Us

Request Support
Telephone: 812-856-1234