Client Computing Assistant Director

Terre Haute, IN, United States

Please see Special Instructions for more details. Candidates must be eligible to work in the U.S. for other than practical training. The university will not provide visa sponsorship for this position.

This position is open until filled. For full consideration, please submit an application and all required materials by May 14, 2024.

About the Institution

Indiana State University is a world-class center of higher education, located in Terre Haute, Indiana, and serving a multi-state region that stretches from Indianapolis to St. Louis, Chicago, Louisville, Cincinnati, and beyond. It has been recognized by the Princeton Review as among the best universities in the Midwest.

Indiana State is a beautiful, pedestrian-friendly campus located within walking distance of local shops, restaurants, and activities in Terre Haute’s historic downtown district. Situated near the Indiana-Illinois border, the campus is about an hour’s drive from Indianapolis and within a few hours of other major metropolitan areas.

Indiana State, one of the most diverse campuses in Indiana, is a welcoming community of students, faculty, and staff representing most U.S. states and many countries around the world. There are more than 260 student-run organizations offering activities and entertainment throughout the year, along with 15 NCAA Division I athletic teams, a first-rate student recreation center with numerous classes and recreational sports programs, and a Performing Arts Series and University Speakers Series that bring national touring productions and speakers to campus. Indiana State is a place of belonging where students, faculty, and staff learn and thrive together.

Indiana State University is an equal opportunity employer committed to diversity, inclusion, and belonging in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), religion, sexual orientation, gender identity, gender expression, age, national origin, status as an individual with a disability, status as a protected veteran, genetic information, political views or activity, or any other applicable legally protected characteristics. This policy applies to all employment practices within our organization, including recruiting, hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and applicable apprenticeships.

If you need assistance or an accommodation due to disability, you may contact us at [email protected]

Comments to Applicants

Candidates must be eligible to work in the U.S. for other than practical training. The university will not provide visa sponsorship for this position.

This position is open until filled. For full consideration, please submit an application and all required materials by May 14, 2024.

Job Title

Department

Department Office of Information Technology

Work Schedule

Mon – Fri, 8 AM – 4:30 PM

Likely to have expanded work hours during the August start-of-school time period.

Notice of Vacancy Number

Notice of Vacancy Number 24-00098

Desired Start Date

Open Date

Open Date 04/30/2024

Close Date

Open Until Filled No

Job Category

Job Category Staff-Exempt Professional

Job Type

Job Type Staff - Full-Time

Pay Grade

Pay Grade 13

Hourly Rate or Salary Range

Hourly Rate or Salary Range Commensurate with Experience

Benefits Associated with this Position

Life Insurance : The coverage amount is based on two and one-half times appointment salary rounded up to the next whole thousand with a maximum coverage of $100,000 and includes the same amount of Accidental Death and Dismemberment benefits. The University currently pays the entire cost of coverage.

Medical, Dental and Prescription Drug Coverage : The cost of coverage is shared between employees and the University. Rates are determined by participation in Wellness Program and use of tobacco products. Coverage is available on the first of the month following appointment date.

TIAA Retirement Contributions : Contributions begin based upon the first day of employment at a contribution rate of ten (10) percent of base appointment salary paid in full by ISU . The contributions are vested immediately. There are 40 investment options from which to choose.

TIAA Auto Enroll : New employees are automatically enrolled in a tax deferred retirement program at hire: three (3) percent is deducted before taxes for the program to facilitate retirement planning. Employees may opt out of the program within 90 days.

Long Term Disability Coverage : Employees are eligible after three (3) years of continuous, regular employment with the University. This policy guarantees approved disabled employees a 66 2/3 percent income protection (from all sources) after 180 days of continuous total disability. Immediate participation is available for current members of a comparable group disability insurance program within 90 days prior to ISU employment and that would have provided income protection upon disability for at least five years.

Fee Waiver Program : For the employee, spouse and dependent children: Staff may enroll in up to 18 hours of course work each academic year at a reduced rate. Spouses may enroll in 15 semester hours each academic year with 80% of qualified tuition waived. Dependent children of regular full-time staff who are full-time degree seeking undergraduate students at ISU may receive a fee waiver of 80% of qualified tuition for up to a total of ten (10) semesters.

Sick Leave : Accrued at a rate of 12 days per fiscal year with unlimited accumulation.

Vacation : Pay level 11 and below accrues up to 15 vacation days earned per year 1 through 4; 20 vacation days per year thereafter. Pay level 12 and above accrues 20 vacation days per year

Optional Benefits Voluntary Life Insurance : Additional amounts of life insurance may be purchased on employee, spouse and dependent children.

Voluntary Vision Plan : May enroll within the first 31 days of employment date.

Job Summary/Basic Function Provide leadership to the various teams that provide technical services to end users. These include Device Management, Help Desks/Consulting, and the Inventory/Deployment groups. Actively engage with vendors providing centralized desktop configuration management to maintain a secure and efficient environment emplacing digital transformation and automation. Create and review reports to manage the daily operations of the organization. Administrative oversight and leadership of the first line of contact for all customers (students, faculty, staff, and others) with technology related issues. Direct the daily operation of the centralized forward facing support staff. Meet with University constituencies to discuss needs, processes, procedures, policies and to receive input on concerns as well as suggestions for improvements. Create and review metrics and implement changes as needed.

Specific Responsibilities

Leader and service owner for end-user computing initiatives.

Maintain and develop the Intune and SCCM environments.

Supervise staff and services in the Technology Support Center, including call center, field support, computer deployments, walk-in help desk, and repair

Required Relevant Education & Experience

Bachelor’s Degree and at least 2 years of management experience in an IT customer support environment. Must have 5 years of experience providing IT customer support.

Required Field(s) of Study

NA

Preferred Relevant Education and Experience

Supervisory Responsibilities

Supervisory Responsibilities Has direct supervisory responsibilities & management over supervisory & non-supervisory employees. Carries out responsibilities in accordance with policies & applicable laws.

Required Certificates, Licenses and Registrations

Other Required Certificates, Licenses and Registrations

Preferred Certificates, Licenses and Registrations

Preferred Other Certificates, Licenses and Registrations

Knowledge, Skills and Abilities

Knowledge, Skills and Abilities Able to adapt to change, Able to assemble, analyze and present data, Able to learn and retain information, Able to multitask, Able to plan, organize, and implement projects in a timely manner, Able to read English, understand, and follow verbal and written instructions, Able to work both independently and collaboratively, Able to work carefully and politely around others, Able to work well with others, Attention to detail, Demonstration of high ethical standards, integrity, professionalism, politeness, and courteousness, Excellent customer service skills, Excellent interpersonal, organizational, planning, teambuilding and problem solving skills, Excellent leadership skills, Experience in an educational environment preferred, Experience with budget management, Must be able to travel; some overnight travel, when required, Must be comfortable networking with groups or individuals, Professional demeanor, high energy, dynamic personality and excellent communication and interpersonal skills, Proficiency with Microsoft Office and other computer applications, Proven supervisory skills, Proven verbal and written communication skills, Willing to interact with students, Willing to work extended hours during events and peak seasons, when required, Work effectively with a diverse community

Other Knowledge, Skills and Abilities

Experience using support services tools such as ticketing and call routing software.

Qualifications & Disclaimer

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The information on this description is designed to indicate the general nature and level of work performed by employees within the classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

NCAA Guidelines

All employees and staff of ISU are bound by all NCAA , Missouri Valley Conference and institutional rules and regulations pertaining to intercollegiate athletics and must conduct themselves in accordance therewith. For more complete information on the duties and obligations of ISU employees and staff in this regard, employees and staff should contact the Compliance Office in the ISU Athletic Department.

No ISU employee (whether paid or a volunteer) shall knowingly influence others to furnish the NCAA or an ISU investigator/compliance officer false or misleading information concerning an individual’s involvement in or knowledge of matters relevant to a possible violation of an NCAA regulation. Failure to abide by this term of employment shall constitute unethical conduct as defined by the NCAA and may result in immediate suspension and/or termination of the employment relationship with ISU .

Position Reappointment Required

Position Reappointment Required No

Job Duties

Essential Duties and Responsibilities

This position will have oversight for the first line of contact by students, faculty and staff for all technology-related issues and questions.

The person in this position leads staff who are critical to the success of all OIT operations and services. This person must skillfully manage both the technical and the “people” environment and ensure that personnel reporting in this area successfully do the same.

Essential Duties and Responsibilities

Coordinate and lead customer service efforts for end user computing. Includes walk-in, phone, and on-site support efforts in addition to online device management. Oversee the daily efforts of direct reports. Build strong relationships among the different operations in this area, and with other internal OIT staff, including their management. Ensure environment changes are communicated clearly to all support staff. Attends internal and external meetings.

Essential Duties and Responsibilities

Provide leadership to projects and cross functional work/project teams as assigned, participating in the design, development, and advocacy for the customer experience. Ensure staff professional development plans are created and/or reviewed on an annual basis. Maintain currency and forecast future customer facing support services required by the University community and OIT . Provide recommendations that include resource capacity and technical solutions to meet needs. Coordinate usability and quality assurance testing and report on results.

Essential Duties and Responsibilities

Produce and analyze support center data and metrics to ensure key performance indicators for services provided are defined, communicated, and met. Meet with representatives from customer base to confirm the support center is meeting their needs by listening to concerns and suggestions for improvements. Perform service visits to customer sites to understand scope of IT support needs. By so doing, build a mindset of “ownership” among support staff for all IT operations in their area of focus, with the associated proactive service and support practices.

Essential Duties and Responsibilities

Provide oversight in the design and preparation of service reports to analyze/determine trends, adherence to best practices, determine value of service offered and to support Service Level Agreements. Provide management recommendations based on findings.

Essential Duties and Responsibilities

Research, create, review, improve and implement new processes, procedures, and policies to meet the goals and objectives of customer services. Build relationships with other support professionals within and outside ISU , and within and outside the higher education environment to further the position’s leadership stance and the unit’s level of operational excellence. Participate actively in the leadership of the unit within OIT , and in the leadership of OIT .

Essential Duties and Responsibilities

Perform other duties as assigned.

Required Documents Resume

Cover Letter/ Letter of Application

Optional Documents

Supplemental Questions Required fields are indicated with an asterisk (*).

* Do you possess a minimum of a Bachelor's degree? Yes

No

* Do you possess a minimum of 2 years of management experience in an IT customer support environment? Yes

No

* Do you possess a minimum of 5 years of experience providing IT customer support? Yes

No

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