Evening Supervisor, Help Center

Apply now Job no: 492794
Work type: Staff Full-Time
Location: Denver, CO
Categories: Information Technology

Information Technology (IT) supports the vision, values, mission, and goals of the University through providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DU’s Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of “One DU”.

The Information Technology Help Desk, located within the Anderson Academic Commons, provides customer focused IT support campus-wide, at the University of Denver, which includes: phone, email, online, and drop-in services for all faculty, staff, and students.

Position Summary

Reporting to the Manager of the Help Center, this position is responsible for overseeing tiered support at the Help Center during afternoons, evenings and weekends and for ensuring quality customer service and accurate technical resolutions. This includes hands-on client assistance as well as supervison of part-time staff.  Additionally, this position will provide training and mentoring of staff, ensuring excellent customer service for individuals needing assistance, and will communicate regularly with the IT Help Center Manager regarding any escalated hardware/software issues. In conjunction with the Help Center Manager, this position will respond to customer surveys and audit Help Center tickets for quality assusrance and training purposes. This position will also manage the public computers and printers in the Anderson Academic Commons, ensuring that they are current and in good working order.

Essential Functions

  • Oversees tiered support at the Help Center during afternoon, evening and weekend hours.
  • Provides assistance with hardware and software issues for the University community via drop-in and phone support.
  • Performs in-warranty hardware repairs for university supported laptops and desktops.
  • Administers account permissions and provisions new accounts to provide access to university resources.
  • Troubleshoots computer lab issues, including virtual machines and public printers.

Supervisory Duties: 

  • Supervises hourly non-benefited employees (student hourly and work-study) who work in the Help Center Drop-in, Service Center, and Phone Support areas.
  • Ensures that employees adhere to Help Center policies and standard operating procedures.
  • Monitors employee productivity and communicates work quality issues to the Help Center Manager.
  • Participates in the hiring, training, and development of employees, as well as disciplinary actions and performance reviews.
  • Ensures quality customer service and accurate troubleshooting by auditing Help Center tickets.
  • Acts as a point of contact for escalated incidents and/or clients that require additional assistance.
  • Responds to customer complaints and surveys for hourly non-benefited employees in collaboration with the Help Center Manager
  • Creates staff schedules in collaboration with the Help Center Manager, maintaining coverage at the Help Center during hours of operation.

Knowledge, Skills, and Abilities:

  • Good organizational skills, punctuality, and dependability.
  • Must be able to communicate with diplomacy, tact, and judgment, both in person and on the telephone. Strong verbal and written communication skills.
  • Ability to gather and organize information for the purpose of identifying needs and possible solutions. Must be able to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
  • Ability to handle and de-escalate stressful or sensitive situations with customers
  • Ability to pay close attention to detail, complete assigned work in a timely manner, and not be distracted while performing task.
  • Must be able to troubleshoot issues, organize work, set priorities, manage projects, and develop possible solutions for problems with limited supervision.
  • Must be able to perform well under pressure and be able to change behavior in relation to others actions. Ability to adapt to changes quickly.
  • Ability to use logic and sound judgement to make time-critical decisions and produce out of the box solutions for difficult issues.
  • Ability to be a role model and represent the professional image of the University, the Information Technology, and the IT Help Center.

Required Qualifications

  • High school diploma or GED
  • Experience working in an IT environment
  • Experience working with PC/Mac hardware and software

Preferred Qualifications

  • Bachelor’s degree or equivalent work experience
  • Experience working in a fast paced, customer-focused environment
  • Previous experience in a college or university setting
  • 1 -2 years of supervisory experience

Working Environment

  • The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
  • The department is highly automated with attention paid to ergonomics and safety.
  • The unit is one of several working collaboratively and cooperatively in a team-based organization.
  • The position requires working irregular hours including both weekends and evenings.
  • The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:

  • Ability to sit in front of a computer for an extended period of time.
  • Stand, walk, sit, use hands to handle or feel objects, tools or controls; climb stairs; balance; stoop; talk or hear; walk-up flights of stairs.
  • The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule

  • 12:00pm – 8:00pm, Sunday – Thursday. Depending on the academic term, these hours may vary

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on November 18, 2019.

Special Instructions
Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Range:
Salary will be determined by the qualifications of the selected candidate balanced with departmental budget availability, internal salary equity considerations, and available market information.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.

All offers of employment are based upon satisfactory completion of a criminal history background check.

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