Help Desk Assistant Manager

Classification Title:

IT Support Supervisor

Job Description:

The Help Desk Assistant Manager is responsible for overseeing the day to day operations of the Help Desk student workforce and assisting the Help Desk Manager as needed.

Some key responsibilities and characteristics of this position are:

• Oversight of student employees including onboarding, scheduling, and performance management
• Works closely with Help Desk Training and Quality Control to ensure student employees deliver high quality customer service
• Addressing customer service issues that are escalated and serving as a resource for other staff
• Collaborating with Help Desk and other UFIT staff to identify and implement improvements to IT services provided
• Works with the Help Desk Manager to provide support and oversight to full-time help desk staff as needed

About UF Information Technology

The UF Information Technology division is comprised of seven departments reporting to the Vice President & Chief Information Officer. The departments reporting directly to the VP & CIO are Academic Technology, Research Computing, Infrastructure & Communication Technology, Enterprise Systems, Information Security Office, Customer Experience & Resource Planning, and the UFIT Business Center. With established governance advisory committees and a set of well-defined, transparent processes aiding decision-making, UFIT strives to provide exceptional IT services in support of UF’s mission. For more information about UFIT and its goals and governance, visit http://www.it.ufl.edu/vp-cio-office/strategic-plan/ .

Learn more about UFIT at https://it.ufl.edu/ and @GoGatorsUFIT.

About the University of Florida

UF is one of the nation’s top-5 universities and a dynamic and rewarding place to work. The University seeks to recruit and retain a diverse workforce as a reflection of its commitment to serve a diverse global community. Plus, UF is in Gainesville, one of Florida’s most livable cities. Known for its natural attractions (wetlands, forests, springs, wildlife) and cultural offerings (music, theater, visual arts, and historic districts), the area also is gaining a reputation as a thriving hub for high-tech start-ups, as well as invention and research collaborations. We are excited about what’s happening here and know you will want to be a part of it.

UF Information Technology is committed to attracting, hiring, and retaining a diverse workforce and values diversity of thoughts, background, and experience. Achieving a top-5 public university ranking means we make it a priority to employ and work with people with different backgrounds, cultures, abilities, and ethnicities to discover new ways to leverage technology for teaching, learning, research, and the business needs of a comprehensive land-grant institution. We welcome applications from individuals who would bring additional dimensions to the university’s vision and mission.

Expected Salary:

$60,000 – $64,000; commensurate based on education and experience. In addition, the University of Florida offers a very competitive benefits package. https://benefits.hr.ufl.edu/

Minimum Requirements:

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 Qualifications:

The ideal candidate will possess the following education, experience, and skills:

• Prior management experience
• Prior customer service or call-center experience
• Experience working with student employees
• Experience analyzing business trends in order to create schedules and procedures to meet customer needs.

Special Instructions to Applicants:

Applicants are required to submit with their application:

• Cover Letter
• Resume or CV
• Professional References (Minimum of 3)

Application must be submitted by 11:55 p.m. of the posting end date.

Health Assessment Required: No