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Manager of User Technical & Support Operations

Employer
University of Maryland, Baltimore
Location
Baltimore, Maryland
Salary
Commensurate with education and experience
Posted Date
Oct 3, 2022

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Administrative
Employment Type
Full Time
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The University of Maryland Baltimore Francis King Carey is seeking a Manager of User Technical & Support Operations. Reporting to the Director of Technology, this position is responsible for managing the day-to-day operations of the IT Help Desk. This position also provides direct technical support to the Maryland Carey Law community of faculty, staff, and students.  

BENEFITS:

UMB offers a comprehensive benefits package that prioritizes wellness, work/life balance, and professional development. This position participates in a retirement program that must be selected and is effective on your date of hire. Exempt regular staff receive a generous leave package that includes over 4 weeks of vacation accrued each year, paid holidays, personal leave, unlimited accrual of sick time, and comprehensive health insurance; professional learning and development programs; tuition remission for employees and their dependents at any University System of Maryland school; and flexible work schedules and teleworking options (if applicable per job).  

UMB employees are strongly encouraged to follow all CDC recommendations related to COVID-19 vaccinations and booster doses.  For additional information on protocols and exemptions, please visit the COVID-19 website.  

PRIMARY DUTIES

  • Manages all aspects of the frontline technical and support operations for the IT Help Desk for a fast-paced, diverse community engaged in critical scholarly, instructional, administrative, and clinical work. In coordination with Director of Technology, defines appropriate service levels and develops training resources for IT team (e.g., guidelines, policies, and procedures for IT operations). In consultation with the Director of Technology, sets priorities and oversees administrative issues as needed. Manages centralized ticketing system used to track requests, problems, and actions taken.  Assigns tickets to appropriate team members. As a member of the IT team, provides direct technical support to the Carey Law community (e.g., resolving tickets, providing frontline user support). Ensures IT team works as a cohesive, productive unit in service of the law school community.   Facilitates a positive working environment that values the contributions of a diversity of expertise and experience. Monitors performance of direct reports by working with them to create goals and objectives. Coaches individual staff as needed to enhance their skill set and address issues as needed. Encourages and facilitates professional development within the team. Fosters and supports a collaborative environment to ensure customer satisfaction and critical services are being provided with consistency. Manages the delivery of IT support services. In consultation with relevant administrators, identifies, gathers and analyzes metrics to benchmark the staff workload and performance.  Recommends adjustments as needed to ensure the needs of the community are met. Advocates for staff health and wellbeing (e.g., encouraging and facilitating leave). Ensures appropriate processing of sensitive, noncapital asset equipment. Provides direct technical support to customers. Maintains technical expertise. Ensures all existing IT policies and procedures are being followed. Manages Help Desk support coverage. Reviews leave requests and approves timesheets. Develops solutions within the context of IT to meet the evolving needs of the Carey Law community.

MINIMUM QUALIFICATIONS

Education: Bachelor's in Information Technology, Computer Science, Systems Administration, Computer Engineering, or a related field.
Experience: Five (5) years spent progressively building background in various information applications and systems, with three (3) years in information technology user technical and support operations. Supervisory Experience: Two (2) years of experience at a management/ leadership level. Other: May consider a combination of directly related experience and education.  

KNOWLEDGE, SKILLS, ABILITIES

  • Able to coordinate consistent operations and service standards in a dynamic and unpredictable environment. Thorough knowledge of professional and ethical standards and best practices. Skill in effective use of applicable technology and systems. Ability to effectively communicate both verbal and written thoughts, ideas, and facts. Ability to manage expectations consistently using sound judgment, diplomacy, and patience with a diversity of community members. Ability to work cooperatively with others and demonstrate professional, ethical, respectful, and courteous behavior when interacting with stakeholders. Model pleasant and positive interactions with students, staff, and faculty. Ability to work effectively and creatively with an active, diverse, research-oriented faculty, student body, and staff. Ability to develop and maintain positive working relationships with individuals across the law school and university more generally. Demonstrated commitment to diversity, equity, inclusion, and accessibility. Ability to demonstrate, understand, apply, and adhere to the UMB Core Values: Respect & Integrity, Wellbeing & Sustainability, Equity & Justice, Innovation & Discovery.

Hiring Range: Commensurate with education and experience ($94K to $100K)   UMB is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law or policy. For assistance related to employment, please contact the Staffing department at HRJobs@umaryland.edu.  

If you anticipate needing a reasonable accommodation for a disability under the Americans With Disabilities Act (ADA), during any part of the employment process, please submit a UMB Job Applicant Accommodation Request. You may also contact HRDiversity@umaryland.edu. Please note that only inquiries concerning an ADA request for reasonable accommodation will be responded to from this email address.

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