IT Support Supervisor

University of Florida•Gainesville, FL

8d•$85,000 - $90,000

About The Position

This role supervises a team of technicians and provide managerial support for the unit, including staff hiring and evaluation. Coordinates projects and workload among technicians and shifts. Assists technicians with triage and scheduling of incidents, service requests, and planned work. Implements customer service and technical training regimens for staff. Works with staff to define professional development and career goals and outline a plan to work towards goals. The incumbent will provide leadership for ensuring an exceptional classroom, conference room, and simulation space experience for both in-person and remote participants. The incumbent will stay current with industry trends in higher education audio-visual systems and instructional delivery, from both a service and technology perspective to ensure an exceptional classroom, conference room and simulation experience and keep the UF Health ahead of the curve. Works with leadership to develop strategic and technical goals to this end. Works with leadership to outline and document Service Level Agreements, service and technical requirements, service costing, and key metrics for each service. Ensures that all inventory is tracked in accordance with departmental and university best practices. This role is responsible for purchasing and will play a key role in fiscal decisions related to services. This role is responsible for ensuring all technical support needs of UF Health classroom and conference room users, including faculty, staff, and students are met. The incumbent will provide Tier 1-3 support in response to requests for assistance from instructors by monitoring ticketing, email, and phone systems, and provide expert level support for specialized classroom technologies such as classroom response systems, annotation systems, lecture capture systems, etc. Ensures that all work by team is documented appropriately in information systems and modify those information systems and workflows as required to improve the constituent experience and efficiency of support. This role manages the functionality and appearance of UF Health classrooms and conference rooms to provide the best teaching and learning environment possible. Coordinate’s efforts of other UF Health units (Customer Support, Facilities, Network Services) to ensure the most functional and aesthetic environment possible is provided in the UF Health spaces. Provides leadership and guidance for support personnel from other departments in supporting their constituents with similar technology. Looks for opportunities with other departments to improve the constituent experience and gain efficiencies. This role assists with special projects, and address other administrative needs of the unit as needed

Requirements

A bachelor’s degree; or associate’s degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience.
Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

Nice To Haves

QSys 0 and 1
Crestron 1,2 Certification or higher
Dante 1,2,3
Biamp 1,2,3
Netgear Basics
Shure Audio Basics
Application and image deployment and management tools and techniques
Excellent written and verbal communication skills, outstanding communicator; interpersonal skills; and the ability to work collegially and interact effectively with a diverse constituency.
Excellent organizational skills and an ability to prioritize and complete simultaneous projects with minimal supervision.
Accuracy, attention to detail and a customer service-oriented approach and mindset.
Awareness of current standards and trends in IT and emerging technology
Detailed expert-level knowledge of audio/visual systems, and lecture capture systems.
Expert-level knowledge of Windows, Macintosh, and mobile device operating systems and applications
Work collaboratively and build strategic relationships with both internal and external clients.
Ability to think critically and creatively, have a high standard of integrity and be motivated to incorporate best practices into the organizational structure.
Provides excellent service through professional and courteous interactions with internal and external stakeholders while meeting business needs

Responsibilities

Supervises a team of technicians and provide managerial support for the unit, including staff hiring and evaluation.
Coordinates projects and workload among technicians and shifts.
Assists technicians with triage and scheduling of incidents, service requests, and planned work.
Implements customer service and technical training regimens for staff.
Works with staff to define professional development and career goals and outline a plan to work towards goals.
Provides leadership for ensuring an exceptional classroom, conference room, and simulation space experience for both in-person and remote participants.
Stays current with industry trends in higher education audio-visual systems and instructional delivery.
Works with leadership to develop strategic and technical goals.
Works with leadership to outline and document Service Level Agreements, service and technical requirements, service costing, and key metrics for each service.
Ensures that all inventory is tracked in accordance with departmental and university best practices.
Responsible for purchasing and will play a key role in fiscal decisions related to services.
Ensures all technical support needs of UF Health classroom and conference room users are met.
Provides Tier 1-3 support in response to requests for assistance from instructors by monitoring ticketing, email, and phone systems.
Provides expert level support for specialized classroom technologies such as classroom response systems, annotation systems, lecture capture systems, etc.
Ensures that all work by team is documented appropriately in information systems and modify those information systems and workflows as required.
Manages the functionality and appearance of UF Health classrooms and conference rooms.
Coordinates efforts of other UF Health units to ensure the most functional and aesthetic environment possible.
Provides leadership and guidance for support personnel from other departments.
Looks for opportunities with other departments to improve the constituent experience and gain efficiencies.
Assists with special projects, and address other administrative needs of the unit as needed.