Supervisor-Help Desk | Office of University Human Resources

Profile Summary

Positions in this job profile develop, plan, and implement projects and initiatives in the area of IT help desk within the university. Positions may have responsibility for and exercise judgment in the supervision of staff including hiring, evaluation, and discipline up to and including dismissal. They supervise work while actively performing daily activities and tasks that support the function or department.

Distinguishing Characteristics

The distinguishing characteristic of the Supervisor-Help Desk profile are the responsibilities to actively perform the activities of the positions they also supervise. Positions provide supervision and ensure the effective and efficient workflow of IT Help Desk employees by assigning and participating in the day-to-day operations of a functional unit.

Primary Position Responsibilities

1. Oversees the day-to-day operations of an IT Help Desk, including assigning and prioritizing work, and providing guidance for help desk customers and staff. 2. Provides desktop/user support to faculty, staff, and students, including installing, configuring, and troubleshooting computers, application, operating systems, hardware, and network connectivity. 3. Ensures compliance with university policy, federal and state regulations, and contractual agreements. 4. Facilitates and ensures processes are followed for effective and efficient workflow and adherence to security and quality standards. 5. Supervision including plan, assign and approve work; rewards/discipline; respond to grievances; hire/fire (or effectively recommend); prepare and sign performance evaluations/reviews of employees including classified and/or professional faculty 6. Manages, tracks and reports within a budget

Problem Solving and Decision Making

Problems are varied, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, and general precendents and practices. Decisions may affect a work unit or area within a department; the job may contribute to business and operational decisions that affect the department. Decisions impact: • Functions Across the University • Department • Direct team • Vendors/Suppliers/Contractors • Students/Parents

Accountability

Results are defined by senior leadership, division/college and university mission, vision and strategies; existing practices are used as guidelines to determine specific work methods. Carries out work activities independently; supervisor/manager is available to resolve problems. Supervises work of classified employees, including planning, assigning, scheduling, and reviewing work, ensuring quality standards. Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff. Monitors, informs, reports on budgets; reconciles and/or moves funds within the unit/department.

Relationship With Others

Collaborates and interacts within the Dept/Unit and University Wide to: • Exchange routine, factual information and/or answer routine questions. • Exchange detailed information or resolve varied problems. • Persuade, gain cooperation and acceptance of ideas, or collaborate on significant projects. • Resolve conflict, negotiate, or collaborate on major projects. • Develop and maintain relationships with key contacts to enhance workflow and work quality. • Identify needs/concerns of others, determine potential solutions, resolve or redirect appropriately. Collaborates and interacts within Dept/Unit to: • Access and/or work with sensitive and/or confidential information.

Typical Requirements

Bachelor’s degree in Information Systems, Computer Science, or related field 3 years of experience delivering customer service in an IT environment, including 1 year of lead work experience.

Disclaimer

The above statements are intended to indicate the general nature and level of work performed by positions within this job profile. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of all employees within positions covered by this job profile.