Assistant Manager, Service Desk, Darden School of Business

UVA Health

3d•Onsite

About The Position

The University of Virginia Darden School of Business seeks an Assistant Manager for the Service Desk to provide consultative and technical support services to faculty, staff and students to ensure timely problem resolution, system/data access and optimal system performance. The Assistant Manager provides oversight and responsibility for the performance and operation of specific units and/or services. This position oversees daily performance, to ensure functionality, utilization and availability. In collaboration with the Service Desk Manager, the Assistant Manager leads and manages staff to achieve departmental standards and performance expectations. This position reports to the Service Desk Manager. This position is located in-person in Charlottesville, VA. Occasional weekend and after-hours support required.

Requirements

Bachelor’s degree and 1 year of relevant experience required. May consider combination of relevant experience, education, certification(s) in lieu of degree.
Possess thorough knowledge of information technology concepts and terminology; desktop OS and supported software applications; network fundamentals; IP protocol and fundamental troubleshooting techniques.
Strong technical and troubleshooting skills.
Strong customer service skills with the ability to communicate with all levels of computer expertise.
Ability to prioritize shifting projects and initiatives in a fast-paced environment.
Excellent written and verbal communication skills.
Demonstrated organizational and presentation skills.
Strong coaching/teaching skills.

Nice To Haves

Degree in Computer Science, MIS, Computer Engineering or related discipline preferred.
A+ or Microsoft MCSA certification strongly preferred.
Experience with PowerShell scripting preferred.
Experience with Microsoft MDT technologies or equivalent.
Experience working in an academic environment preferred.

Responsibilities

Provide general supervision to the unit/function assigned, ensuring the performance of all personnel, services and/or technology. Establish working relationships with others in the department, collaborating on new technology needs or expanded uses for existing technologies to increase functionality or efficiency.
Provide direct supervision for staff, communicating clear expectations, provides training, constructive feedback and recognition when appropriate. Engage in career development discussions and ensure adequate training resources are available. Develop unit standards, policies and procedures and effectively manage to achieve them.
Manage the Service Desk and Fresh Service queue when the Service Desk Manager is unavailable.
Represent unit within the larger department, attend meetings, and participate on committees as requested.
Provide excellent customer support to the faculty, staff and students of the University of Virginia Darden School of Business.
Solicit information from customers, analyze technology performance, and make recommendations for new hardware, software or peripherals.
Test and document new software, hardware, and procedures.
Create and edit PowerShell scripts to facilitate the automatic installation of software and apply configuration settings.
Communicate complex technical information to novice computer users; diagnose and resolving common desktop software, hardware and communications issues including the ability to use enterprise troubleshooting tools.
Participate in and ensure that documentation is developed for safe and effective uses of equipment. Participate in and/or ensure that departmental training is conducted to maximize the customer’s use of existing technology.
Provide project management for small to medium size departmental projects, ensuring the proper and timely scheduling and allocation of resources, including staffing. Provide reports and communicate progress to the manager.
Collaborate with internal and external sources or vendors. May maintain equipment inventory and the process for the storage and surplus of equipment. Maintain a high level of technical competence; assist staff in resolving complex technical problems and work with customers to ensure solutions are satisfactory.
Communicate administrative policies and procedures and ensure adherence to established University policies, procedures and objectives, quality assurance programs, and safety standards. May administer unit budget according to established rules and regulations.
Establish and align unit/project deliverables and priorities with the department's overall strategic plans. Make recommendations and provide input to management for inclusion in strategic planning discussions.
In addition to the above job responsibilities, other duties may be assigned.