Department
About the Department
Job Summary
Team responsibilities include the day-to-day operation of front-line incident and request ticket management including problem and release management. This includes initial customer support and resolution, secondary application support, application configuration, and software release management. The Associate Director of Service Desk and Applications will direct, coach and mentor other team members, provide day to day support of problem resolution and documentation, enforce production control standards, and define and monitor processes for promoting applications to production, and as well as change and configuration management. The Associate Director of Service Desk and Applications should demonstrate a passion for research and education in their approach to support and problem solving.
Responsibilities
- Provides administrative, scheduling and disciplinary oversight for team, including but not limited to time keeping, scheduling, continual performance review feedback, hiring and terminations.
- Provides direction, guidance, prioritization, coaching and mentoring to Help Desk and Application Support team members for their day to day work.
- Monitors all open help desk and production support problem tickets and Jira requests.
- Promptly refers urgent issues to the Director of Service Management.
- Updates and writes documentation to support problem resolution.
- Provides daily support of multiple mission critical production systems, including the troubleshooting of production problems and determination of root cause of issues.
- Reviews, analyzes and resolves data-related issues (schema, invalid data, incorrect format, etc.)
- Works with application developers and end-users as necessary to diagnose system errors.
- Tracks vendor software release schedules; coordinates testing and installation of new versions.
- Supports end users as an application subject matter expert by responding to questions about application configuration, capabilities, and functionality.
- Serves in rotation for off-hours Help Desk support.
- Manages application and database roles and permissions and oversees all projects involving either or both support groups, directly involved or in a supportive role.
- Configures data feeds and automate system applications using task scheduler, programming, or scripting.
- Maintains application and data environments for development, testing, staging, and production.
- Migrates applications from test environments to the production environment.
- Sends announcements to our customers regarding new offerings, outages, upgrades and work-arounds as needed as required.
- Responsible for securely accessing and maintaining confidential information in central and local systems.
- Produces monthly Help Desk and Production Support reports.
- Monitors student computer labs to ensure availability and reliability.
- Manages professional staff and/or supervisors. Establishes performance goals, allocates resources and assesses policies for direct subordinates.
- Ensures teams provide timely and appropriate responses to IT user support issues and compliance with University security requirements.
- Performs other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include a college or university degree in related field.---
Work Experience:
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Certifications:
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Preferred Qualifications
Education:
- Bachelor’s degree in computer science or a related field.
Experience:
- Minimum eight years of application development or administration experience.
- Experience with Microsoft Windows or Linux environments.
- Application development experience.
- Microsoft Reporting Services experience.
- Experience with web services, Microsoft IIS, and database administration.
Technical Skills or Knowledge:
- Proficiency with Microsoft SQL Server and SQL language.
- Knowledge of Microsoft Team Foundation Server.
Preferred Competencies
- Excellent verbal and written communications skills.
- Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems.
- Work both independently and in a team environment.
- Work on multiple projects simultaneously, adjust priorities when necessary, and consistently meet deadlines.
- Management, project management and/or team coaching experience.
Working Conditions
- This position is currently expected to work a minimum three days per week in the office.
- On-call by cell phone and provide off-hours Help Desk support when needed.
Application Documents
- Resume/CV (required)
- Cover Letter (required)
When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.
Job Family
Role Impact
FLSA Status
Pay Frequency
Scheduled Weekly Hours
Benefits Eligible
Requires Compliance with University Covid-19 Vaccination Requirement
Drug Test Required
Health Screen Required
Motor Vehicle Record Inquiry Required
Posting Statement
Employees must comply with the University’s COVID-19 vaccination requirements. More information about the requirements can be found on the University of Chicago Vaccination GoForward .
The University of Chicago is an Affirmative Action/ Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.
All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.
The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu . Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.
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