REQUIRED: Bachelor’s degree in related discipline, one year of administrative experience, two years technical staff management experience, and two years IT support services experience in both Apple and Windows environment.
Combinations of related education and experience may be considered.
Knowledge, skills, and abilities:
Knowledge and skill of desktop and workgroup hardware solutions; Windows, Apple, and Unix operating systems; applications used in business environments such as office suites and productivity tools; project management tools and methods; excellent oral and written communication skills. This position also requires a strong sense of positive customer service interactions, direct supervision of full and part-time IT staff, and the ability to easily delegate projects and tasks amongst staff.
Two years of administrative experience in an analytical capacity; three years technical staff management.
Certifications: Service Oriented Architecture (SOA), IASA’s Certified IT Architect (CITA), IT Architecture Certification (ITAC), the Open Group’s Certified Architect (Open CA), PMI’s Project Management Professional (PMP), PMI’s PMI Agile Certified Practitioner (PMI-ACP), TOGAF, CompTIA’s Project+.
Working Conditions / Physical Demands
Employee must be able to lift fifty pounds unaided. Be able to work from various physical angles such as kneeling and crouched positions to access devices and wiring.
As the Manager of Client Services and Support of the unit’s tier-1 support structures, decisions made by this person help shape the efficiency and effectiveness of the unit’s Clients Services and Support Team (CSST). The CSST frontline is responsible for the tier-1 (front-line) and the advanced tier-1 support of CITO customer computing experiences on the unit’s 3,500+ supported computers within the College of Arts + Sciences (COLL) and the Office of the Vice President for Diversity, Equity and Multicultural Affairs (DEMA).
Responsibilities include: effective coordination and distribution of customer problem tickets to CSST personnel for quick and effective resolutions while taking advantage of situations that will advance CSST skillsets in line with CITO executive leadership approval; with an ever evolving set of new tools and available services, this position will be responsible for accurate assessment and communication to CITO leadership support opportunities that leverage IT resources provided by CITO, the College, other Indiana University units along with those services provided by UITS. These actions will help to continually provide and improve customer service and computing experience; Helps to coordinates tier-1 communications with tier-2 and tier-3 technical services within the unit and in conjunction with the CITO communications team; Helps assess CITO responses to hardware and software purchases by CITO supported units to determine CITO’s support stance of the item(s). This position is a member of CITO’s enterprise Disaster Response and IT Incident teams as part of a master business continuity plan. The membership role(s) are extremely sensitive and require professional status. CITO’s enterprise Disaster Response and IT Incident Team members are on 24×7 call status.