Helpdesk Services Manager
Information Services - Academic Services
Posting: 9252
Location: Eugene
Closes: Open Until Filled
Annual FTE: 1.0 FTE
Appointment Type: Office of Administration, 12-Month Renewable Contract
Salary Range: $50,000-62,000 (commensurate with experience)
Closing Date: Open Until Filled; Application Review begins October 15, 2009
Job Context
Information Services' (IS) Academic Services Division at the University of Oregon invites applications and nominations for the position of Helpdesk Services Manager
Information Services is located on the main University of Oregon campus in Eugene, Oregon which is regarded generally as one of the most attractive university sites in the nation. The UO is a comprehensive research university that serves its students and the people of Oregon, the nation, and the world through the creation and transfer of knowledge in the liberal arts, the natural and social sciences, and the professions. The UO is also the flagship institution in the Oregon University System and one of only 34 public research universities in the nation recognized through membership in the Association of American Universities, an invitation-only association of universities with especially strong research and academic programs.
Information Services is the central information technology unit for the institution, and supports systems and services in the areas of Administrative Applications, Academic Services and Network and Telecommunications Services. Information Services also includes the Advanced Network Technology Center as well as the Network Startup Resource Center. These units report to the Vice Provost for Information Services / CIO.
Academic Services promotes the innovative use of technology by supporting faculty, and students in their teaching, learning and research. We provide assistance, coordination and leadership for emerging technologies, site-licensed software, helpdesk services, classroom and technical support in open access labs and instructional labs and student project centers.
Responsibilities
In support of the academic mission of the University of Oregon, the Helpdesk Services Manager works closely with a team of services staff, full-time and student employees, and other IT professionals, to provide technical support and consulting guidance to the campus community that enhances instructional technology, academic and research computing.
The incumbent will also have the role of project coordinator, and so will be the primary point of contact within the team for project management guidelines, implementation questions, and monitoring status.
Sample projects may include but are not limited to hardware and software standards recommendations, execution of department refresh schedules, operational trend identification and management recommendations.
The Helpdesk Services Manager may manage student interns or other technical and IT professionals. The incumbent has budgetary review and management responsibility over the Helpdesk expenses: purchasing hardware, software, peripherals, and other supplies within the allocated budget.
Primary position responsibilities include:
User Support and Instruction
*Develop curriculum and teach workshops, trainings, and general access information sessions to proactively meet the computing needs of campus constituents
*Provide computing instruction and support to campus faculty, staff, students, and departments
*Establish and enhance working relationships with campus units in support of the academic mission of the university through the use of information technology
*Provide diagnostic services, troubleshoot complex customer issues, and address customer escalations
*Research and recommend new tools and applications for internal use and customer support
*Test new hardware and software to determine usability and impact in the campus environment
*Identify technology needs and develop plans to meet those needs.
*Provide extended consultation services (purchasing, educational, standard recommendations)
*Provide backup account administration support
*Create and maintain hardware and software standard recommendations for IS and customers
*Act as the service manager in dealing with university departments, customers and vendors
*Attend formal training as necessary to obtain or retain certifications
*Create and maintain end user documentation and self service materials for campus technology resources
*Maintain a high degree of computing competence and leadership while staying current with popular campus hardware/software products and developments in the computing industry
*Develop and implement internal operating standards and ensure sustainable IT practices and solutions
Project Management 15%
*Manages scope and day-to-day operational aspects of assigned projects
*Gather and document project requirements
*Ensure project compliance with state, national, and international standards and legislation
*Creates and executes project work plans and revises as appropriate to meet changing needs and requirements
*Identifies project resources needed and manages resource plan
*Effectively applies identified project methodology and enforces project standards
*Minimizes our exposure and risk on project
*Ensures project documents are complete, current, and stored appropriately
Other position responsibilities include:
Site License Software Coordination 5%
*Work closely with the Site license manager, filling in as required
*Order, maintain inventory, distribute, track usage of campus site licenses according to approved campus site license strategies and acquisitions plans
*Coordinate cost-sharing of site licensed software as appropriate
*Serve as a member of the Site License Advisory Group
*Assist in the development and implementation of site license policies and procedures, including distribution and inventory
*Distribute site licenses as appropriate
*Respond to inquiries and address escalations
Manage Campus Antivirus Servers and Software 5%
*Make sure antivirus server software is up to date
*Implementation of site license policies and procedures, including distribution and inventory
*Distribute site licenses as appropriate
*Respond to inquiries and address escalations
Supervision and Other Duties as Assigned 5%
*Provide guidance and coaching to employees
*Provide area oversight and direction
*Manage area budget to target
*Serve as a liaison between AcS and one or more other IS groups
*Serve as a liaison between AcS and one or more department leaders
Qualifications
Required qualifications
*Bachelor's degree in computer science or relevant field, or equivalent.
*Two years as a technical and/or subject matter expert for applications in a professional, team-based development environment.
*Familiarity and understanding of different learning styles.
*Ability to teach students, faculty, and staff from a variety of diverse backgrounds.
*Demonstrated experience with and knowledge of Windows operating systems and networking protocols including TCP/IP.
*Demonstrated experience with and knowledge of Macintosh operating systems and networking protocols.
*Demonstrated ability to manage projects through entire lifecycle.
*Demonstrated ability to work collaboratively with a team of diverse IT professionals, clients, partners.
*Proven skills in providing consulting services, with strong problem solving ability and teaching experience.
*Familiarity with a multitude of software applications, browsers, platforms, and peripheral devices.
*Excellent written and interpersonal communication skills. The incumbent must be able to communicate with a wide range of users and partners, as well as with students, faculty, and staff from a variety of diverse backgrounds.
*Excellent judgment.
*The ability to maintain confidence when working with highly sensitive and confidential information
*Ability to perform operation duties and duties as assigned.
*Ability to juggle multiple, oftentimes competing priorities.
*U.S. citizenship (or eligibility for and ability to obtain employment status under U.S. immigration laws by projected hire date).
Desirable qualifications
*Demonstrated experience with project frameworks, PPM certification and/or experience designing curriculum and/or formal teaching/training a plus.
Benefits
The UO offers its employees competitive compensation in addition to an excellent benefit package including health and dental coverage, life and disability insurance, participation in a paid retirement plan, and greatly reduced tuition rates.
Application Procedure
This position is open until filled. To insure full consideration, all materials should arrive by October 14, 2009.
Completed applications must include the following.
*a letter of application which addresses the applicant's qualifications and interest in the position
*a current resume and/or curriculum vitae
*the names, addresses, phone numbers and email addresses of three current references who can comment on the applicant's qualifications for the position. At least one should be a supervisor. References will be kept confidential and will not be contacted without the candidate's permission.
The application materials should be packaged as one PDF attachment, using the applicant's last name as the document name, and emailed to
iscareer@uoregon.edu
Please reference Position #9252 in the subject of the email.
The University of Oregon is an equal opportunity affirmative action institution committed to cultural diversity and compliance with the Americans with Disabilities Act.