Frontline and Mission Critical Team Lead, Assistant Manager (IT User Support Leader), Support Center

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. We ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

The Enterprise Support division within University Information Technology Services (UITS) provides technology support services for students, faculty, staff, parents, alumni, donors, and other external audiences at Indiana University. The support is broad, deep, and structured to assist with the use of technology in their work, studies, and research. Our consultants provide technical support via phone, chat, email, in-person, in the online IU Knowledge Base, in Student Technology Centers and campus housing.

Our mission, vision and core values define who we are, how we act and what we aspire to accomplish, which helps us to make amazing things happen.

Mission: Empowering the IU community to succeed through excellent IT services and support.

Vision: Utilize innovation, technology, and human resources to provide best-of-class IT support, services, and user communication to the IU community.

Values:

• Success through empowering people
• Understanding our clients' needs
• Participating in meaningful partnerships
• Providing an environment for innovation
• Outstanding service is our norm
• Respect and integrity underpinning all
• Teamwork and communication in everything we do

Come join our team! We are currently hiring within Frontline, the group within University Information Technology Services (UITS) which provides tier 1 technical assistance to the IU Community. At University Information Technology Services (UITS) we ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide.

Job Summary

The award winning UITS Support Center is excited for a motivated, organized, client-focused individual to join our team. The UITS Support Center is looking for an engaging people leader with a strong customer service focus, technical acumen, management, and analytical skills to join us as Frontline and Mission Critical Team Lead/Assistant Manager on the IU Bloomington campus. The Support Center provides technical support to clients across all IU campuses via phone, chat, email, and in-person and maintains information in our IU Knowledge Base.

The Frontline and Mission Critical Team Lead/Assistant Manager works closely with the Support Center Manager, IU Indianapolis Frontline Lead/Assistant Manager, Supervisors, Tier 2 support, and campus departments. Manages the daily operations of the UITS Support Center Frontline and Mission Critical teams at IU Bloomington, focusing primarily on analyzing and evaluating student, faculty and staff support needs, and providing the technology and information support services to meet those needs.

Department-Specific Responsibilities

• Supervises and coordinates all activities related to the operation of the UITS Support Center Frontline and Mission Critical team at IU Bloomington and ascertain client requirements.
• Determines appropriate use of technologies to accomplish goals and projects.
• Provide campus-wide computing and technology support.
• Participates in the evaluation and implementation of long-range plans for technology services for all members of the IU community.
• Manages all personnel actions including but not limited to hiring, training, work assignments, performance appraisals, administer progressive discipline, and promotions.
• Collaborates with management and the entire UITS organization to meet goals.
• Performs project planning, formulate objectives, prepare proposals, and develop support materials.
• Oversees the Frontline support of all UITS campus-wide support center calls as well as the deliverable multimedia equipment to classrooms.
• Evaluates UITS Support Center services to the campus community.
• Maintains UITS responsiveness by providing a wide variety of customer services on an ad hoc basis.
• Facilitates and participates in the identification and provision of external services when appropriate.
• Leads project implementation efforts across one or more UITS team/service units.
• Responsible for coordinating staff resources from both within and outside UITS in the deployment of services.
• Provides high-level technical expertise and prepare information for training materials and documentation required to support the UITS Support Center.
• Ensures continuing high quality technology support delivery and services to the campus community using formative, summative and confirmative means.
• Serves on UITS management committees. Represent UITS and the Support Center at local, state, and national professional organizations and meetings.
• Participates in meetings as requested.

General Responsibilities

• Provides highest level of operational leadership and coordination of assigned staff members to define IT support methodologies and standards; provides direction and guidance on high priority IT support projects/initiatives.
• Establishes short-term business plans and long-term operational objectives, including managing project timelines/deliverables and developing resource plans for multi-project/multi-phase IT support initiatives.
• Conducts a variety of personnel actions to include, but not limited to hiring, promotion, performance management, and dismissal.
• Manages high level assignments and allocation of technical resources, including negotiating and coordinating initiatives that involve staff in other departments/areas/teams.
• Makes budgetary recommendations/proposals based on resource needs and ensures cost containment.
• Works collaboratively with other IT support leaders in recommending standards, best practices, and related policies/procedures.
• Conducts research on emerging technologies, services, protocols/processes, and/or standards in support of IT support efforts; responsible for the implementation of new protocols/procedures to address business needs.
• Prepares management reports and summaries for senior administration, executive, steering and advisory committees; acts as advisor to executive committees; serves on various university committees and task forces related to IT support.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor's degree preferably in computer science or related field

WORK EXPERIENCE

Required

• 4 years of information technology support or related experience
• 1 year of management experience

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Excellent organizational skills
• Excellent collaboration and team building skills
• Effectively coaches and delivers constructive feedback
• Instills commitment to organizational goals
• Demonstrates excellent judgment and decision making skills
• Effective conflict management skills
• Builds and manages effective teams

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

Bloomington, Indiana

This position is eligible for full remote work or a hybrid schedule (mix between remote and in-person work), subject to change based on university policy and business needs.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Job Classification

Career Level: Sr. Operational

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information .

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

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