Help Center Evening Supervisor

Apply now Job no: 494207
Work type: Staff Full-Time
Location: Denver, CO
Categories: Information Technology

Information Technology (IT) is the unified IT organization that supports the vision, values, mission, and goals of the University by providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DUs Impact 2025, the division aligns IT resources with University and unit strategic goals and operational plans, providing service in the spirit of One DU.

The IT Campus Partnerships Department provides customer focused support for a wide variety of technology resources campus-wide, at the University of Denver. Through a combination of distributed IT staff, tiered support and a help center, this customer centric department collaborates with campus partners to manage, maintain, and support the infrastructures for the multi-dimensional ways needed to support teaching, learning, events, and the day-to-day business operations at the University.

The Information Technology (IT) Help Center, 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 IT 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 supervision 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 assurance 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 software issues for the University community via drop-in, web or email, and phone support.
  • Administers account permissions and provisions new accounts to provide access to University Resources.
  • Supervises hourly non-benefitted employees 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.
  • Ensures customer service and accurate troubleshooting by auditing Help Center tickets.
  • Acts as a point of contact for escalated incidents and/or client that require additional assistance.
  • Assists with creating staff schedules and maintaining coverage of 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

  • Associates degree or equivalent education in related field.
  • 1-2 years of information technology experience in workstation/client support.
  • Experience working with PC/Mac hardware and software.

Preferred Qualifications

  • Bachelors 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.

Work Schedule
12pm 8pm, Sunday Thursday. Depending on the academic term, these hours may vary. The position may require working irregular hours including both weekends and evenings. Flexibility to be available for meetings outside of these scheduled hours.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on Wednesday, September 8th, 2021. Applications will continue to be reviewed until the position is filled. 

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

Salary Grade Number
The salary grade for the position is 9.

Salary Range
The salary range for this position is $56,000 - $60,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits
The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

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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