University of Florida
Overview
Classification Title: IT Support Supervisor
UF Information Technology (UFIT) is currently seeking a professional level Help Desk Assistant Manager to join Academic Technology, a unit within UFIT. UFIT enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator.
Responsibilities
Oversee day to day operations of the Help Desk student workforce and assist the Help Desk Manager as needed.
Oversight of student employees including onboarding, scheduling, and performance management
Work closely with Help Desk Training and Quality Control to ensure student employees deliver high quality customer service
Address customer service issues that are escalated and serve as a resource for other staff
Collaborate with Help Desk and other UFIT staff to identify and implement improvements to IT services provided
Work with the Help Desk Manager to provide support and oversight to full-time help desk staff as needed
About UF Information Technology Led by Vice President and CIO Elias Eldayrie, the eight departments comprising UFIT are: Academic Technology; Applications, Development, and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. UF Information Technology (UFIT) enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator. For more information about UFIT and its goals and governance, visit https://it.ufl.edu/about-ufit/strategic-plan/.
About the University of Florida One of America’s all-around best universities, the University of Florida drives future-making education, eye-opening discoveries, life-saving health care, and community-building collaboration for our state, our nation, and our world. UF is in Gainesville, a city of approximately 150,000 residents in North-Central Florida, 50 miles from Florida’s West Coast, 67 miles from the Atlantic Ocean, and within a 2-hour drive to large metropolitan areas (Orlando, Tampa, Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities, including hiking, biking, and nature photography. UF’s large college sports programs, museums, and performing arts center support various activities and cultural events for residents to enjoy. Learn more about what Gainesville has to offer at Visit Gainesville.
Benefits Exceptional Benefits: UF provides various leave programs based on an employee’s salary plan, including vacation, sick leave, holidays, personal leave days, and paid family leave. In addition to paid time off, the University of Florida offers a very competitive benefits package.
Salary Expected Salary: $61,000 - $68,000; commensurate based on education and experience.
Qualifications Required Qualifications: A bachelor’s degree; or associate’s degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Preferred Education and Skills
Prior call center or help desk experience
Extensive customer service experience
Prior supervisory or leadership experience
Experience analyzing business trends in order to create schedules and procedures to meet customer needs
Experience working with student employees
Special Instructions to Applicants Work visa sponsorship is not available for this position
A Level 2 Criminal Background Screening is required.
Application Materials
Cover Letter
Resume
List of professional references with contact information (Minimum of 3 with one from a previous or current supervisor)
The application must be submitted by 11:55 p.m. (ET) of the posting end date.
Health Assessment Required: No
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UF Information Technology (UFIT) is currently seeking a professional level Help Desk Assistant Manager to join Academic Technology, a unit within UFIT. UFIT enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator.
Responsibilities
Oversee day to day operations of the Help Desk student workforce and assist the Help Desk Manager as needed.
Oversight of student employees including onboarding, scheduling, and performance management
Work closely with Help Desk Training and Quality Control to ensure student employees deliver high quality customer service
Address customer service issues that are escalated and serve as a resource for other staff
Collaborate with Help Desk and other UFIT staff to identify and implement improvements to IT services provided
Work with the Help Desk Manager to provide support and oversight to full-time help desk staff as needed
About UF Information Technology Led by Vice President and CIO Elias Eldayrie, the eight departments comprising UFIT are: Academic Technology; Applications, Development, and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. UF Information Technology (UFIT) enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator. For more information about UFIT and its goals and governance, visit https://it.ufl.edu/about-ufit/strategic-plan/.
About the University of Florida One of America’s all-around best universities, the University of Florida drives future-making education, eye-opening discoveries, life-saving health care, and community-building collaboration for our state, our nation, and our world. UF is in Gainesville, a city of approximately 150,000 residents in North-Central Florida, 50 miles from Florida’s West Coast, 67 miles from the Atlantic Ocean, and within a 2-hour drive to large metropolitan areas (Orlando, Tampa, Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities, including hiking, biking, and nature photography. UF’s large college sports programs, museums, and performing arts center support various activities and cultural events for residents to enjoy. Learn more about what Gainesville has to offer at Visit Gainesville.
Benefits Exceptional Benefits: UF provides various leave programs based on an employee’s salary plan, including vacation, sick leave, holidays, personal leave days, and paid family leave. In addition to paid time off, the University of Florida offers a very competitive benefits package.
Salary Expected Salary: $61,000 - $68,000; commensurate based on education and experience.
Qualifications Required Qualifications: A bachelor’s degree; or associate’s degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Preferred Education and Skills
Prior call center or help desk experience
Extensive customer service experience
Prior supervisory or leadership experience
Experience analyzing business trends in order to create schedules and procedures to meet customer needs
Experience working with student employees
Special Instructions to Applicants Work visa sponsorship is not available for this position
A Level 2 Criminal Background Screening is required.
Application Materials
Cover Letter
Resume
List of professional references with contact information (Minimum of 3 with one from a previous or current supervisor)
The application must be submitted by 11:55 p.m. (ET) of the posting end date.
Health Assessment Required: No
#J-18808-Ljbffr