Educational Technologies Office Help Desk Manager- School of Education

The School of Education and Human Development is seeking candidates for an Educational Technologies Office Help Desk Manager to lead and manage the ETO Technician team responsible for supporting faculty and staff in the School. Reporting to the CTO, the incumbent is responsible for the daily operations of endpoints, EHD classroom and conference spaces, support operations, and supervision of help desk staff. The role requires a solid combination of technical expertise, managerial skills, and a strong customer service focus to ensure efficient operations for our community technology needs.

Key Competencies in the ideal candidate include:

• Leadership and Team Management: Strong leadership abilities to oversee and motivate a team of Desktop Support staff. Experience in managing an effective customer-focused support team and fostering respectful and inclusive collaboration.

• Technical Expertise: Understanding of desktop technology, including hardware, operating systems, and software.

• Customer-Centric Approach: Excellent customer service skills to ensure end users and staff needs are met.

• Analytical and Problem-Solving Skills: Ability to quickly analyze problems and assist in implementing solutions. Ability to troubleshoot hardware and software issues efficiently.

• Project Management: Proficiency in managing small technology projects, including staff resource planning, project documentation, and performance verification.

• Collaboration and Communication: Strong interpersonal and communication skills for working with internal and external partners. Ability to clearly articulate technical concepts to train and mentor support staff. Attend ITS-led LSP events to stay abreast of central IT services and changes.

• Adaptability and Innovation: Flexibility to adapt to changing technological needs and environments.

Key Responsibilities for this position include:

• Team Leadership and Management: Leading a team of support technicians and managing daily operations of the team. This role will foster a respectful and inclusive collaborative environment through open communication, weekly team meetings, and a high level of engagement. Responsible for ensuring efficiency in support services, resource allocation and workload distribution. Monitor progress and adjust assignments as necessary to ensure timely resolution of support requests. Conduct bi-weekly 1:1 meeting with team members and weekly ETO full staff meetings. Conduct performance evaluations and provide constructive feedback, set measurable goals, and identify areas of improvement. Develop and implement training for continuous improvement of team's technical skills, customer service best practices, and troubleshooting processes. Managing team resource scheduling and time off requests.

• Service Request Tracking and Troubleshooting: Monitor the ticket queue to ensure customers' requests are being managed in a timely manner and appropriately through standard protocols and communications. Management and oversight of escalations of complex technical issues and ensuring timely resolutions.

• Asset Management: Ensure asset management processes are followed both at the beginning and end of an asset's lifecycle. This includes user on-boarding, tagging, and following surplus procedures.

• System Maintenance and Upgrades: Regularly collaborate with the internal endpoint administrator to stay informed about ongoing efforts and changes related to Endpoint Management Platforms, software updates, security patches, vulnerability remediation, and configuration management for endpoints. Ensure that ETO Technicians are well-informed about these updates and that all processes or changes are clearly understood and compliant.

• Process Improvement: Responsible for analyzing and recommending improvements to ETO Help Desk support processes, tools, and workflows to increase efficiency, reduce downtime, and ensure optimal service delivery.

• Project Management: Lead, oversee, or execute on assigned IT-related projects, such as system deployments / upgrades, office relocations, new or renovated conference rooms, or large-scale updates to end-user devices and software.

Minimum Requirements

Education: GED/High School Graduate required.

Experience: Four years experience in IT related field.

Preferred Qualifications

Education: Bachelor's degree or Associate's degree in information technology, educational technology or related discipline

Experience: Previous team supervisory experience and project management experience. Desktop technology support, IT support, or a related field. Knowledge of Higher Education, familiarity with academic environments and the unique needs of faculty, staff, and students. Expertise in managing desktop systems, operating systems, and other related technologies. Strong time management, change management, and customer service abilities preferred.

Physical Demands

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

Salary Range: The anticipated hiring range is $67,000-$80,000, commensurate with education and experience.

Exemption Status: This is an exempt-level, benefited position. Learn more about UVA benefits.

Work Arrangement: This position is based in Charlottesville, VA, and must be performed fully on-site.

About UVA and the Community: To learn more about UVA and in the Charlottesville area, visit UVA Life and Embark CVA.

Application Timeline: Application review will begin after October 23rd.

Background checks: Background checks will be conducted on all new hires prior to employment.

Visa Sponsorship: This position will not consider candidates who require immigration sponsorship now or in the future.

How to Apply: Please apply online, by searching for requisition number R0077196. Complete an application with the following documents:

• Resume

• Cover Letter is optional but strongly preferred

Upload all materials into the resume submission field. You can submit multiple documents into this one field or combine them into one PDF. Applications without all required documents will not receive full consideration.

Internal applicants: Apply through your Workday profile by searching "Find Jobs."

Reference Check Process: Reference checks will be completed by UVA's third-party partner, SkillSurvey, during the final phase of the interview. Five references will be requested, with at least three responses required.

Recruiter Contact: For questions about the application process, please contact Margaret Weeks.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Click here to read more about UVA's commitment to non-discrimination and equal opportunity employment.