Sup,Customer Technology Svc

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.

Job Location (Full Address):

30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

900084 ISD Customer Service Business

Work Shift:

UR - Day (United States of America)

Range:

UR URG 111

Compensation Range:

$64,200.00 - $96,200.00

Responsibilities:

Provides project management, data gathering, analysis, guidance, tracking, budget reconciliation, ordering and overall support to the customer technology team. Manages day-to-day operations of team. Oversees all unit project work and aligns resources as needed. Works with customer to evaluate needs, transform into an IT solution and implement. Responsible for orders and overall status of equipment. Monitors maintenance programs of techs and follows up as needed. May provide on-call support.

ESSENTIAL FUNCTIONS

• 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.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma or equivalent and 5 years of related experience required
• Associate's degree preferred
• Or equivalent combination of education and experience
• 1 year of leadership in a supervisory or managerial capacity preferred

KNOWLEDGE, SKILLS AND ABILITIES

• 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
• Knowledge of project management principles and ability to handle competing priorities preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.