Service Desk/DC Ops Team Supervisor
The Service Desk/DC Ops Specialist Team Lead provides leadership and supervision during B Shift. The lead oversees the work of Data Center support staff during B Shift. The team lead is responsible for leading and mentoring others in troubleshooting and resolving issues with servers, desktop applications, hardware, and operating systems along with the Data Center environment, voice and network services, and monitoring and escalations in either environment. The Team Lead maintains a focus on high-end IT support for Data Center and user systems, involving complex, technical inquiries using expert skills and knowledge. The lead provides second level server systems administration triage for Windows, Mac, and UNIX systems and hardware and will step in to provide technical direction for the team during emergencies and unplanned events. The lead ensures that documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues is up-to-date; team effectiveness is measured using metrics to validate controls, usage and customer satisfaction. In addition, the lead role ensures that shift turn overs occurs seamlessly through collaboration with DC Operations, proactive monitoring and reporting on daily system health checks of e-mail, authentication, anti-virus, and other critical systems.
Team Lead – B Shift
When required or as assigned, serves as advisor and subject matter expert for specific areas of Data Center expertise in addition to Operations Lead responsibilities.
Motivates other team members and ensures their success by being a subject matter expert and escalation point when leaders are unavailable.
Communicates best practices, safety protocols and deadlines with designated teams.
Provides input to performance evaluations and participates and sometimes leads interviews.
Conducts routine debriefings with designated teams and leads or participates in shift turn-over.
Demonstrates advanced troubleshooting and resolution skills for technical issues related to computing hardware, operating system, application software, server, email, networking, backup utilities, antivirus, whole disk encryption and remote access that Service Desk and/or Data Center team members cannot resolve.
Performs independent analysis and reasoning with attention to detail.
Provides high-end level technical support related to complex maintenance and/or urgent IT issues which require expert knowledge of nonstandard procedures for Data Center systems.
Requires insight and interpretation of the environment and the data being presented/reported to discover the appropriate solution/approach.
Project & Team management:
Takes a lead role in maintaining the University IT Knowledgebase and Service catalog.
Reviews/writes documentation and is a subject matter expert for applications/services including Identity Management, Lightweight Directory Access Protocol (LDAP), E-mail, and others.
Demonstrates an ability to assess information from records and logs to analyze trends and develop scripts to automate processes to reduce waste or inefficiencies in operations.
Leads, and participates, as appropriate Service Desk and/or Data Center related project and task assignments.
Coordinates technical day-to-day team member assignments for other members of the team.
Identifies security, hardware and software needs and/or upgrades.
Installs/removes/reinstalls software and hardware based on findings from investigations.
Provides windows systems administration for server environment.
Coaches others and provide solutions on all types of desktops using remote access tools.
Provides leadership and mentors others in Service Desk and/or Data Center team technical response and communications support for more complex service requests, including service interruptions, maintenance activities, as well as urgent and emergency technical problems associated with the computer network, including Medical Center and off-site (Wide Area Network) locations.
Writes emergency communications directed to executives and other affected users; coordinates technical teams and provides meaningful updates to management and leaders.
Coaches and mentors communications skills to others on the team.
Uses independent judgment in decision making when faced with unique customer situations.
Provides team mentoring and training on an on-going basis for Service Desk and/or Data Center team members.
Facilitates with the assistant director, and sometimes leads, weekly meetings with the Service Desk.
Provides high-end level technical support related to complex maintenance and/or urgent IT issues which require expert knowledge of nonstandard procedures for all systems.
Directs others on the Service Desk and/or Data Center team during system outages, and other critical situations that require effective communications to user communities.
Leads others in resolution of complex issues.
Participates in after-hours maintenance and other duties as assigned.
Strong familiarity with University IT Incident Management procedures; demonstrates excellent verbal and written communication skills.
Leads/coordinates projects associated with Service Desk, desktop and/or Data Center technical implementations and/or changes on the network.
Develops project timelines and milestones with general guidance; communicates with appropriate user base, sets priorities and manages progression of project implementation tasks as assigned.
Assists with Service Desk and/or Data Center team member interviews.
Participates in collaborative team initiatives across other technical teams.
Keeps abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.
Other duties as assigned
Bachelor’s degree in related field and/ or equivalent Military/Trade School if appropriate for service area or function required
3 - 5 years of relevant experience, including previous Service desk experience
or equivalent combination of education and experience required
Advanced level of PC and Windows expertise and understanding, particularly Microsoft Office suite of products and/or advanced level of expertise and understanding of eRecord required
Advanced understanding of LAN/WAN technologies required
Exceptional customer service skills, including outstanding oral and written communications and ability to diffuse difficult situations required
Advanced problem-solving techniques, including ability to troubleshoot without remote access to customer’s PC required
Demonstrated project management skills required
Mac operating system knowledge required
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
Location: Central Administration
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 081 University IT / ECC
Schedule: 8 AM-5 PM