Manager - Computer Support - ENT

The University of Alabama at Birmingham
Job Description
To plan, organize and control activities of assigned staff with the goal of meeting the information system needs of end users. To establish and implement personal computer policies, procedures and standards and ensures their conformance with information systems goals and procedures.  To ensure that security procedures are implemented and enforced.  To participate with upper management in establishing direction for the department.  To study and project resource requirements including personnel, software, equipment and facilities and makes recommendations to management.  To direct the installation and maintenance of desktop software and hardware.  To provide computer hardware and software problem resolutions for user departments.  To utilize databases to register problems and record most effective solutions.  To supervise operations of the unit, including scheduling, staffing, and issue resolution.  To provide for the training of staff and end users. This position will commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA) and Family Education Rights and Privacy Act (FERPA), on an annual basis.
 
Duties and Responsibilities
 
  • Leads a team of desktop support technicians focusing on service delivery and problem solving while delivering high quality customer support.
  • Develops and implements policies, procedures, and processes for the Desktop Support Group.
  • Develops, implements, and oversees organizational and staff performance indicators to monitor the effectiveness of the Desktop
  • Support Group.
  • Oversees the request and incident tickets related to Desktop Support and acts as an escalation point for urgent and complex support issues.  Ensures timely and appropriate response to meet service level agreements.
  • Reports on the delivery of services to customer executives on a regular basis to understand customer expectations and build relationships.
  • Provides leadership, mentoring, and coaching for all desktop support staff members.
  • As the customer facing support team manager, works closely with other teams to co-author solutions for new or existing technology to ensure services meet success criteria.
  • Responsible for timely completion of projects and service requests.  Communicates project status to stakeholders.
  • Drives standardization around the desktop infrastructure platforms including desktops, printers and peripherals.
  • Oversees and maintains asset tracking in configuration and asset management records.
  • Monitors customer satisfaction surveys in an effort to drive continual performance improvements
  • Performs other duties as assigned.
 
Qualifications
 
Bachelor's degree in Information Systems or a related field and three (3) years of related experience required. Work experience may substitute for education requirement.
 
Knowledge/Skills/Abilities
  • Ability to use data to analyze staff productivity to aid in improving the productivity of the department.
  • Ability to use data and logistics to provide the fastest quality support to customers.
  • Ability to manage internal projects, and collaborate with other departments on projects that have customer facing components, such as communication, specific desktop software or hardware requirements, and customer support.