TECHNOLOGY SUPPORT SUPERVISOR (UTRGV EMPLOYEES ONLY)
Edinburg, Texas
Employer: The University of Texas Rio Grande Valley
Industry:
Salary: Competitive
Job type: Full-Time
Posting Details
Position Information
Posting Number
SRGV7734
Working Title
TECHNOLOGY SUPPORT SUPERVISOR (UTRGV EMPLOYEES ONLY)
Number of Vacancies
1
Location
Edinburg, Texas
Department
Infrastructure & Operations
FTE
1.0
FLSA
Exempt
Scope of Job
To manage and supervise the daily operations of the assigned area within IT End User Support Services to ensure that highly skilled information technology support is provided for a wide range of technical issues and any requests related to the University's IT needs.
Description of Duties
• Oversees the daily operations of the assigned area within IT End User Support, including the handling of service requests and incidents.
• Provides leadership, training, mentoring and performance evaluation to assigned staff.
• Ensures that all support staff provide professional and competent IT Support to students, faculty, and staff.
• Manages and coordinates resolution for urgent, escalated and complicated requests and incidents for the area.
• Develops a mature escalation processes to ensure free flowing escalation and information within the University.
• Trains, coaches and mentors staff and oversees staff activities to ensure high quality support.
• Develops and presents all needed training material to staff as well as end users.
• Monitors staff performance, professionalism, attitude and attendance and initiates and follows through with employee coaching or disciplinary actions when needed.
• Performs staff scheduling to ensure coverage during normal business hours and during unusual circumstances and monitors services levels throughout the shift.
• Participates in planning, scheduling and implementation of special project activities in coordination with other functional teams to ensure IT processes and systems being deployed or upgraded are fully functional and validated for production environment and any follow-up services are provided to the University population.
• Provides data and reporting of service levels and ongoing projects to IT department management in ad-hoc, weekly, monthly basis or as needed.
• Ensures staff is aware of current IT environment and special situations, workarounds, etc.
• Assess the needs of the area and makes recommendations to management.
• Follows up on any open issues and verifies items are resolved.
• Consults with management to find a solution on situations that may require additional client support or escalation.
• May manages process for communicating unplanned/emergency outages to the University.
• Reviews survey feedback to improve services, professionalism, tools and support experience.
• Performs or oversees after hours and weekend support, systems installation and maintenance, as needed.
• Keeps confidential all applicant, client, and department/university proprietary information.
• Performs other duties as assigned.
Supervision Received
Specific supervision from assigned supervisor.
Supervision Given
Direct supervision of assigned staff.
Required Education
Bachelor's degree in Computer Science, Information Technology or computer related field from an accredited university.
Preferred Education
N/A
Licenses/Certifications
Preferred: It related certifications related to the duties performed.
Required Experience
Four (4) years of professional work experience in the area of IT Service Support, including supervisory experience.
Preferred Experience
Experience with various computer operating systems, third party applications, network protocols, encryption reporting applications, mobile devices and software programs and applications in an educational environment. Experience with project management in an IT environment. Experience obtained within Higher Education.
Equipment
Use of standard office equipment. Thorough familiarity with various computer operating systems and hardware, third party applications, network protocols, encryption reporting applications, mobile devices and software programs, repair tools and troubleshooting equipment.
Working Conditions
Needs to be able to successfully perform all required duties. Office Environment; some travel to various UTRGV campuses will be required. Some night and weekend work will be required. Ability to work well under pressure and prioritize multiple tasks while maintaining positive attitude.
Other
Exceptional written and verbal communications skills to communicate with customers, Service Desk agents, co-workers and management.
Physical Capabilities
N/A
Employment Category
Full-Time
Minimum Salary
Commensurate with Experience
Posted Salary
Commensurate with Experience
Position Available Date
08/15/2024
Grant Funded Position
No
If Yes, Provide Grant Expiration Date
Posting Detail Information
EEO Statement
It is the policy of The University of Texas Rio Grande Valley to promote and ensure equal employment opportunities for all individuals without regard to race, color, national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, genetic information or protected veteran status. In accordance with the requirements of Title VII of the Civil Rights Act of 1964, the Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, as amended, our University is committed to comply with all government requirements and ensures non-discrimination in its education programs and activities, including employment. We encourage women, minorities and differently abled persons to apply for employment positions of interest.
Special Instructions to Applicants
Dear Applicant, Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following: *Date of Birth *Gender *Ethnicity/Race Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission. The University of Texas Rio Grande Valley reserves the right to discontinue accepting applications prior to the stated close date of this position, after meeting the posting requirement of three (3) calendar days. If you have any questions, please do not hesitate to contact us at (956) 665-2451 and/or careers@utrgv.edu.
Additional Information
UTRGV is a distributed location institution and working location is subject to change based on need.
All UTRGV employees are required to have a criminal background check ( CBC ). Incomplete applications will not be considered.
Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .
Quick Link
https://careers.utrgv.edu/postings/43955
Posting Supplemental Questions
Position Information
Posting Number
SRGV7734
Working Title
TECHNOLOGY SUPPORT SUPERVISOR (UTRGV EMPLOYEES ONLY)
Number of Vacancies
1
Location
Edinburg, Texas
Department
Infrastructure & Operations
FTE
1.0
FLSA
Exempt
Scope of Job
To manage and supervise the daily operations of the assigned area within IT End User Support Services to ensure that highly skilled information technology support is provided for a wide range of technical issues and any requests related to the University's IT needs.
Description of Duties
• Oversees the daily operations of the assigned area within IT End User Support, including the handling of service requests and incidents.
• Provides leadership, training, mentoring and performance evaluation to assigned staff.
• Ensures that all support staff provide professional and competent IT Support to students, faculty, and staff.
• Manages and coordinates resolution for urgent, escalated and complicated requests and incidents for the area.
• Develops a mature escalation processes to ensure free flowing escalation and information within the University.
• Trains, coaches and mentors staff and oversees staff activities to ensure high quality support.
• Develops and presents all needed training material to staff as well as end users.
• Monitors staff performance, professionalism, attitude and attendance and initiates and follows through with employee coaching or disciplinary actions when needed.
• Performs staff scheduling to ensure coverage during normal business hours and during unusual circumstances and monitors services levels throughout the shift.
• Participates in planning, scheduling and implementation of special project activities in coordination with other functional teams to ensure IT processes and systems being deployed or upgraded are fully functional and validated for production environment and any follow-up services are provided to the University population.
• Provides data and reporting of service levels and ongoing projects to IT department management in ad-hoc, weekly, monthly basis or as needed.
• Ensures staff is aware of current IT environment and special situations, workarounds, etc.
• Assess the needs of the area and makes recommendations to management.
• Follows up on any open issues and verifies items are resolved.
• Consults with management to find a solution on situations that may require additional client support or escalation.
• May manages process for communicating unplanned/emergency outages to the University.
• Reviews survey feedback to improve services, professionalism, tools and support experience.
• Performs or oversees after hours and weekend support, systems installation and maintenance, as needed.
• Keeps confidential all applicant, client, and department/university proprietary information.
• Performs other duties as assigned.
Supervision Received
Specific supervision from assigned supervisor.
Supervision Given
Direct supervision of assigned staff.
Required Education
Bachelor's degree in Computer Science, Information Technology or computer related field from an accredited university.
Preferred Education
N/A
Licenses/Certifications
Preferred: It related certifications related to the duties performed.
Required Experience
Four (4) years of professional work experience in the area of IT Service Support, including supervisory experience.
Preferred Experience
Experience with various computer operating systems, third party applications, network protocols, encryption reporting applications, mobile devices and software programs and applications in an educational environment. Experience with project management in an IT environment. Experience obtained within Higher Education.
Equipment
Use of standard office equipment. Thorough familiarity with various computer operating systems and hardware, third party applications, network protocols, encryption reporting applications, mobile devices and software programs, repair tools and troubleshooting equipment.
Working Conditions
Needs to be able to successfully perform all required duties. Office Environment; some travel to various UTRGV campuses will be required. Some night and weekend work will be required. Ability to work well under pressure and prioritize multiple tasks while maintaining positive attitude.
Other
Exceptional written and verbal communications skills to communicate with customers, Service Desk agents, co-workers and management.
Physical Capabilities
N/A
Employment Category
Full-Time
Minimum Salary
Commensurate with Experience
Posted Salary
Commensurate with Experience
Position Available Date
08/15/2024
Grant Funded Position
No
If Yes, Provide Grant Expiration Date
Posting Detail Information
EEO Statement
It is the policy of The University of Texas Rio Grande Valley to promote and ensure equal employment opportunities for all individuals without regard to race, color, national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, genetic information or protected veteran status. In accordance with the requirements of Title VII of the Civil Rights Act of 1964, the Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, as amended, our University is committed to comply with all government requirements and ensures non-discrimination in its education programs and activities, including employment. We encourage women, minorities and differently abled persons to apply for employment positions of interest.
Special Instructions to Applicants
Dear Applicant, Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following: *Date of Birth *Gender *Ethnicity/Race Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission. The University of Texas Rio Grande Valley reserves the right to discontinue accepting applications prior to the stated close date of this position, after meeting the posting requirement of three (3) calendar days. If you have any questions, please do not hesitate to contact us at (956) 665-2451 and/or careers@utrgv.edu.
Additional Information
UTRGV is a distributed location institution and working location is subject to change based on need.
All UTRGV employees are required to have a criminal background check ( CBC ). Incomplete applications will not be considered.
Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .
Quick Link
https://careers.utrgv.edu/postings/43955
Posting Supplemental Questions
Created: 2024-08-22
Reference: SRGV7734
Country: United States
State: Texas
City: Edinburg
ZIP: 78539
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