Desktop Support Manager - University of Utah
Salt Lake City, UT
About the Job
Details
Open Date 10/01/2024
Requisition Number PRN39988B
Job Title Manager, IT
Working Title Desktop Support Manager
Job Grade G
FLSA Code Computer Employee
Patient Sensitive Job Code? No
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
Monday through Friday, 8:00 am to 5:00 pm. Rotating Saturday on-call support.
VP Area President
Department 00433 - Auxiliary Services - Campus
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $62,000 - $75,000 DOE
Close Date 01/01/2025
Open Until Filled No
Job Summary
We are seeking a skilled and detail-oriented desktop support manager to join our team. The ideal candidate will have a strong background in desktop and network support, as well as managing a team of part time technicians. This role involves learning and managing the university’s CyberSecurity Initiative software, as well as being a point of contact for all networks utilized by the departments under Auxiliary IT. This role will also be in charge of managing all technology assets, including when they were purchased, installed, and retired.
Responsibilities
1. Manager of part time technician team:
o Hire qualified candidates, ensuring appropriate coverage is scheduled.
o Train technicians on university approved policies regarding university-owned devices, troubleshooting tools, and desktop support best practices.
o Manage all technicians, ensuring quality service is being provided with fast turnaround times.
2. Customer Support:
o Serve as the primary desktop support contact for desktops and laptops, as well as network problems.
o Provide timely and effective support to resolve user issues and enhance system functionality.
o Utilize ticket system to manage all incoming requests, whether they be emails, phone calls, or Teams messages.
o Use Microsoft Teams to communicate with Auxiliary IT Team to keep everyone on the same page.
3. Asset Management:
o Utilize Asset Management system to properly keep track of lifecycle of every device across all Auxiliary Services departments.
o Manage list of available purchasable computers to keep a standard across all departments.
4. Provide general Desktop Support for internal team with the following responsibilities:
o Troubleshoot and resolving hardware and software issues
o Provide technical support and training to end-users
o Work with University IT to ensure all required CyberSecurity software is installed and up-to-date on all Macs and PCs.
o Future scope will include mobile device and tablet support.
o Troubleshoot networking issues and work with University IT to resolve them.
o Ensuring compliance with organizational IT policies and procedures.
o Resolving all security vulnerabilities in a timely manner.
5. Other Duties:
o Perform additional responsibilities as assigned to support the department’s goals and objectives.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Minimum Qualifications
Requires a Bachelor’s degree or equivalency (one year of education can be substituted for two years of related work experience) and at least 5 years of experience in the field or in a related area.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
o Experience with Microsoft Intune or other Endpoint Management software is highly preferred.
o Experience managing network VLANs.
o Experience supervising and managing a team of qualified individuals.
o Experience managing technical assets.
o Strong customer service skills with experience in a customer-facing role.
o Ability to communicate IT concepts to non-technical users.
Proficiency in troubleshooting and problem resolution for Mac and PC laptops and desktops.
o Experience with network management, including IP address data and VLANs.
o Strong organizational skills and attention to detail.
o Ability to work independently and as part of a team.
o Certifications related to computer hardware/software and networks are beneficial.
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.
All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/
Online reports may be submitted at oeo.utah.edu
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
Open Date 10/01/2024
Requisition Number PRN39988B
Job Title Manager, IT
Working Title Desktop Support Manager
Job Grade G
FLSA Code Computer Employee
Patient Sensitive Job Code? No
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
Monday through Friday, 8:00 am to 5:00 pm. Rotating Saturday on-call support.
VP Area President
Department 00433 - Auxiliary Services - Campus
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $62,000 - $75,000 DOE
Close Date 01/01/2025
Open Until Filled No
Job Summary
We are seeking a skilled and detail-oriented desktop support manager to join our team. The ideal candidate will have a strong background in desktop and network support, as well as managing a team of part time technicians. This role involves learning and managing the university’s CyberSecurity Initiative software, as well as being a point of contact for all networks utilized by the departments under Auxiliary IT. This role will also be in charge of managing all technology assets, including when they were purchased, installed, and retired.
Responsibilities
1. Manager of part time technician team:
o Hire qualified candidates, ensuring appropriate coverage is scheduled.
o Train technicians on university approved policies regarding university-owned devices, troubleshooting tools, and desktop support best practices.
o Manage all technicians, ensuring quality service is being provided with fast turnaround times.
2. Customer Support:
o Serve as the primary desktop support contact for desktops and laptops, as well as network problems.
o Provide timely and effective support to resolve user issues and enhance system functionality.
o Utilize ticket system to manage all incoming requests, whether they be emails, phone calls, or Teams messages.
o Use Microsoft Teams to communicate with Auxiliary IT Team to keep everyone on the same page.
3. Asset Management:
o Utilize Asset Management system to properly keep track of lifecycle of every device across all Auxiliary Services departments.
o Manage list of available purchasable computers to keep a standard across all departments.
4. Provide general Desktop Support for internal team with the following responsibilities:
o Troubleshoot and resolving hardware and software issues
o Provide technical support and training to end-users
o Work with University IT to ensure all required CyberSecurity software is installed and up-to-date on all Macs and PCs.
o Future scope will include mobile device and tablet support.
o Troubleshoot networking issues and work with University IT to resolve them.
o Ensuring compliance with organizational IT policies and procedures.
o Resolving all security vulnerabilities in a timely manner.
5. Other Duties:
o Perform additional responsibilities as assigned to support the department’s goals and objectives.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Minimum Qualifications
Requires a Bachelor’s degree or equivalency (one year of education can be substituted for two years of related work experience) and at least 5 years of experience in the field or in a related area.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
o Experience with Microsoft Intune or other Endpoint Management software is highly preferred.
o Experience managing network VLANs.
o Experience supervising and managing a team of qualified individuals.
o Experience managing technical assets.
o Strong customer service skills with experience in a customer-facing role.
o Ability to communicate IT concepts to non-technical users.
Proficiency in troubleshooting and problem resolution for Mac and PC laptops and desktops.
o Experience with network management, including IP address data and VLANs.
o Strong organizational skills and attention to detail.
o Ability to work independently and as part of a team.
o Certifications related to computer hardware/software and networks are beneficial.
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.
All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/
Online reports may be submitted at oeo.utah.edu
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
Source : University of Utah