Sup, Customer Technology Svc

University of Rochester•Town of Brighton, NY

6d•$64,200 - $96,200•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. This role provides project management, data gathering, analysis, guidance, tracking, budget reconciliation, ordering, and overall support to the customer technology team. It manages the day-to-day operations of the team, oversees all unit project work, and aligns resources as needed. The position works with customers to evaluate needs, transform them into IT solutions, and implement them. It is responsible for orders and the overall status of equipment, monitors maintenance programs of technicians, and follows up as needed. May provide on-call support.

Requirements

High School diploma or equivalent and 5 years of related experience required
Strong communication skills with the ability to create clear, concise and prompt communications, remain patient and calm and manage customer expectations required
Exceptional customer service skills and ability to respond appropriately to environment and audience. Ability to diffuse difficult situations required
Strong follow-through skills with ability to manage multiple initiatives simultaneously required
Ability to contribute both individually and provide technical leadership as part of a team required
Ability to interact with all levels of staff, as appropriate, to communicate and process communications from others on technical change required
Strong problem-solving skills required
Ability to travel between work sites required
Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays required

Nice To Haves

Associate's degree preferred
1 year of leadership in a supervisory or managerial capacity preferred
Knowledge of project management principles and ability to handle competing priorities preferred

Responsibilities

Provides direction and supervision for technical support staff to ensure quick response to problems and quality services.
Allocates and assigns personnel and technical resources to meet departmental and organizational needs.
Recruits, schedules and evaluates personnel.
Serves as a project manager.
Aligns with the Project Management office and customers to understand business requirements and interpret into an IT solution.
Assists with quotes and completing requisitions around these consultations as needed.
Coordinates IT support efforts with other departmental groups to provide consistent support types and response, as well as maximize the total IT resources.
Develops, oversees and participates in unit maintenance as appropriate.
Keeps hardware on units up to date and functional.
Oversees unit peripheral inventory.
Orders replacements and allocates to respective budgets, providing reports to departmental finance personnel regularly.
Ensures inventory remains stocked at appropriate levels.
Monitors exchanges of equipment between locations.
Manages the RMA process for equipment with various vendors.
Trains customer technology team on more advanced technical tasks.
Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities.
Runs reports to provide management with data as needed for red teams, crisis, workload considerations and patterns.
Develops, organizes and maintains documentation for reference.
Utilizes knowledge of hardware and software to resolve first level issues, received through the customer directly or through the Service Desk.
Monitors BCA issues, compiles lists and resolves or assigns to staff to resolve as appropriate.
Other duties as assigned.