Technical Support Service Desk Manager (5030)

This position supervises the Information Technology Technical Support Service Desk and the Computer Life Cycle/Replacement team. This position provides microcomputer hardware and software support to Information Technology and to the departments supported by Information Technology. This position assists Information Technology clients and participates in Information Technology teams to further the development of the information "commons" at the School of Medicine

80% Administration

1. Manages day-to-day operations of the Information Technology Technical Support Service Desk and the Computer Life Cycle/Replacement team, including adjusting daily coverage levels for phone-based technical support and computer life cycle management activities, active monitoring of call and ticketing system queues, and tracking of daily and weekly call and ticketing statistics. Determines staffing needs for Information Technology Technical Support Service Desk and the Computer Life Cycle/Replacement team.
2. Supervises all Service Desk and Computer Life Cycle/Replacement personnel; responsible for recruitment, promotions, separations, training, workloads, and evaluations. Assigns tasks to be completed. Monitors progress of assigned tasks and makes assignment adjustments as necessary. Develops internal standard operating procedures within Information Technology for technical support personnel as well as processes for providing technical support for departments throughout the School of Medicine.

3. Works with Technical Support Service Desk Manager and the IT leadership team to develop, establish, document, and communicate end-user technical support standards and strategies for departments supported by Information Technology.

4. Participates in the development of budgetary and strategic plans for the services provided by Information Technology. This includes recommendations for hardware and software purchases, short- and long-term project development, setting project objectives, assigning specific tasks to lower-level technical personnel, setting completion deadlines, and monitoring project progress.

5. Oversees the management of the School of Medicine technology fleet including (but not limited to) computer, monitor, printer, and scanner hardware. Maintain reserve stocks of said equipment for deployment throughout the School of Medicine.

6. Works with Information Technology Service Desk Manager to establish and maintain statistics relevant to technical support work load, performance, and staffing levels.

7. Coordinates with Technical Support Service Desk Manager and the Information Technology Clinical Application Support team to establish technical support workflows to provide end-users a seamless support experience.

8. Works with desktop support technicians and systems administrators to provide escalation of end-user technical support issues as necessary. Works with the Technical Support Service Desk Manager to establish and maintain technical support standards and documentation.

9. Works with the Technical Support Team Lead to create, manage and annually review technical documentation and the IT knowledgebase.

10. Works with the Technical Support Team Lead to establish and maintain onboarding training and documentation for newly hired technical support staff.

11. Develops and manages strategies for providing operation level support for emergent technical issues through the Information Technology Service Desk, as well as functional level support for planned equipment replacement.

20% Hardware and Software Support

1. Works with higher level support technicians to provide first-line computer support for the Department of Information Technology and units/departments supported by Information Technology, and other departments within the School as needed. Troubleshoots and resolves moderately complex software and hardware problems. Consults with higher-level specialists to resolve problems, when necessary.

2. Implements and supports Service Desk automation software in conjunction with the Technical Support Team Lead, Technical Support Service Desk Manager and the Information Technology Associate Director.

3. Diagnose and resolve computer hardware and software issues.

4. Documents software issues and resolution.

5. Performs other related duties as assigned.

1. Any one or any combination totaling 5 years (60 months) from the following categories:
   1. College coursework which includes Information Technology (IT), IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate's Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor's Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field, which includes supervisory or lead worker capacity.
2. Based on position requirements, additional education, training, and/or work experience in the area of specialization inherent to the position may be required.

If you require assistance, please contact the Office of Human Resources at hrrecruitment@siumed.edu or call 217-545-0223 Monday through Friday, 8:00am-4:30pm.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient care, research and service to the community.

The SIU School of Medicine Annual Security Report is available online at https://www.siumed.edu/police-security. This report contains policy statements and crime statistics for Southern Illinois University School of Medicine in Springfield, IL. This report is published in compliance with Federal Law titled the

"Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."

Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.

Pre-employment background screenings required.