Evening Supervisor, Help Center
University of Denver

Job Info

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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 DU's Impact 2025, the division aligns IT resources with University and unit strategic goals and operational plans, providing service in the spirit of "One DU".

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 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 train and mentor staff, ensure excellent customer service for individuals needing assistance, and 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 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 the 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 clients 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 to identify 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 tasks.
• 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 about others' actions. Ability to adapt to changes quickly.
• Ability to use logic and sound judgment 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.
• Experience with Office 365 administration and permissions.
• Experience with Active Directory administration and permissions.
• Experience with support ticketing systems (Service Now)

Required Qualifications

• Associates degree or equivalent education in a related field.
• 1-2 years of information technology experience in workstation/client support.
• 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

• Ability to sit in front of a computer for an extended period.
• Stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, and crawl under desk/tables to troubleshoot cables and network connections; talk or hear; walk-up flights of stairs.
• The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule

• 12 pm - 8 pm, 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) December 14, 2022.

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 $52,000-$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:

Resume

Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non-discrimination-statement.

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

Advertised: November 30, 2022
Applications close:

This job has expired.