EEO Statement
Wright State University, an equal opportunity/affirmative action employer, is committed to an inclusive environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.
Department: Computing & Telecommunications
EEO number: 22P153
Position FTE: 100%
Minimum Annual or Hourly Rate: $58,000
Salary Band: UC S05
Job Summary/Basic Function
Supervises, mentors, and coordinates the work of professional and technical staff that includes full time and student employees within the CaTS IT Help Desk. Coordinates activities for request and incident management processes ensuring service level targets are met. Produces data for service management processes in line with critical success factors and key performance indicators. Service as technical resource for all CaTS technology services.
Minimum Qualifications
Preferred Qualifications
Essential Functions and percent of time
65%
Help Desk Supervision
Supervises, mentors and coordinates the work of professional and technical staff that includes full time and student employees within a first line support IT Help Desk. Establishes procedures, scheduling, training, and delivery of IT services for first line service desk analysts. Ensures new help desk staff and technicians are on boarded and prepared with the appropriate knowledge to create a positive customer experience. Constantly looking for opportunities to improve help desk and Home Base operations with an attitude and focus on service excellence. Ensures the help desk staff is fully using appropriate knowledge management tools and practices in order to meet service level targets (SLT’s). Manage equipment checkout service utilized by WSU faculty and staff through asset management via ServiceNow. Serve as a technical resource for all CaTS services to include but not limited to: wired and wireless networking, identity and access management workflows, enterprise applications such as Ellucian-Banner, Cognos, and Office365, operating systems such as Windows, OSx, and mobile devices, and associated management systems such as ServiceNow, JAMF-Casper, and Microsoft SCCM.
30%
Request Fulfillment and Incident Management
Ensure that activities within both request and incident management ITIL processes are being performed at a high level of quality and that it meets its associated SLT’s within CaTS. Responsible for oversight of ticket escalation from first line support to tier 2 teams; determines if an incident requires escalation according to impact and urgency of issue. Serve as Major Incident Coordinator and participate in incident review following major incidents. Identify potential problems and/or increasing trend of repetitive incidents.
5%
Continual Service Improvement Produces and maintains data specific for request fulfillment and incident management in line with critical success factors and key performance indicators for both service management processes. Additionally, provides key performance metrics specific for IT Help Desk for CaTS leadership. Produces and maintains data specific for request fulfillment and incident management in line with critical success factors and key performance indicators for both service management processes.
Working Conditions
Involves stooping, bending and lifting up to 50 pounds. At times may be required to enter areas where biohazard and/or radiation safety precautions are necessary.
Wright State University, an equal opportunity/affirmative action employer, is committed to an inclusive environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.
To preserve the safety and security of the campus community and to maintain the integrity of university operations, it is the policy of Wright State University making an employment offer contingent on various background checks, such as a criminal record, credit history when job related and/or education verifications. Additionally, an administrative review shall be conducted whenever the university learns that an employee is charged with or convicted of a crime (except for minor vehicle violations). Frequently asked questions related to background checks may be found on the Human resources website at http://www.wright.edu/human-resources.
Effective July 1, 2017, per Policy 7230 Wright State University is tobacco-free. Tobacco use, including the sale, advertising sampling and distribution of tobacco products and tobacco related items is prohibited in all university facilities, on all university owned or leased grounds, university owned or operated residence halls and apartments, and at all university sponsored events regardless of location. Tobacco use is also prohibited in all university vehicles or on any equipment owned, leased or operated by Wright State University. This policy applies to anyone on campus including students, faculty, staff, visitors, consultants, vendors, patients, volunteers, and contractor employees.
First Consideration Date: 03/25/2022
Wright State University, an equal opportunity/affirmative action employer, is committed to an inclusive environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.
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