Manager, Research IT Help Desk – Hybrid/Remote

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The Research Operations & Infrastructure (ROI) team within the Office of the Vice Provost for Research & Scholarship (OVPRS) has an exciting job opportunity for a Manager, Research IT Help Desk at the University of Miami.

CORE JOB SUMMARY                                                                                                                                                                                                           

The Manager, Research IT Help Desk provides support for multiple hardware and software operating system platforms within the Office of the Vice Provost for Research and Scholarship (OVPRS), and supervises help desk staff in the Research IT department. The incumbent acts as liaison to other IT and academic units at the University to ensure that the Help Desk is aware of changes and responsive to the needs of their supported population. Moreover, this employee coordinates and leads the performance of technical specialists and support staff, and modifies or devises new methods, techniques, and procedures. This position reports directly to the Director, Research Intelligence and Capacity.

CORE JOB FUNCTIONS                                                                                           

• Establishes priorities that align with the departmental goals and objectives and identifies areas of improvement.
• Monitors and analyzes trends in computer operations and prepares recommendations for operational improvements the within OVPRS research systems.
• Supervises the performance of Level 1 and Level 2 services for OVPRS research systems and ensures that service levels are achieved, and customer expectations are met or exceeded.
• Ensures staff meets or exceeds expectations in regard to performance, and that standards and processes are followed to provide effective customer service.
• Maintains records and statistics on help desk productivity, evaluates performance of operations functions, establishes and implements systems and procedures, analyzes existing methods, and develops alternatives to increase production efficiency.
• Assists managing staff in determining critical milestones and finding the appropriate solutions.
• Provides data and reporting of KPIs and trends to Research IT department and others in ad-hoc, weekly, monthly, and as needed basis.
• Establishes and continuously assesses the effectiveness of the internal controls within the Research IT unit and compliance with University policies and procedures.
• Ensures employees are trained on controls within the function and on University policy and procedures.
• Organizes and executes Research IT technology support events for target support during critical technology rollout milestones.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
• Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                        

Education:

Bachelor’s Degree in IT or related technical field required.

Certification and Licensing:

Knowledge of ITIL Foundation highly preferred.

Experience:

Minimum 5 years of relevant experience as a Help Desk Manager or technical support role. Experience in Research IT systems highly preferred. Appropriate combination of relevant education and/or work experience may be considered.

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to maintain effective interpersonal relationships.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop and train others.
• Skill in completing assignments accurately and with attention to detail.
• Strong technical background.
• Ability and experience in building out and implementing process and process control.
• A strong working knowledge of computer systems, hardware, and software.
• An openness to learning new technologies.

DEPARTMENT ADDENDUM

Department Specific Functions

• Creates, maintains, and enforces customer support Service Level Agreements (SLAs).
• Manages escalations and ensures issues are resolved according to the SLAs.
• Works closely with the research systems subject matter experts (SMEs) and team leads to stay current with the latest system product version (i.e., system enhancements, upgrades) functionality and capabilities.
• Ensures the help desk analysts also stay current with upcoming system functionality or process changes.
• Creates an onboarding training program and schedule for help desk analysts.

The University of Miami is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

c107