Supervisor (IT User Support Specialist)

UITS ENTERPRISE SUPPORT (UA-CCSU-IUBLA)

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. We ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

The Enterprise Support division within University Information Technology Services (UITS) provides technology support services for students, faculty, staff, parents, alumni, donors, and other external audiences at Indiana University. The support is broad, deep, and structured to assist with the use of technology in their work, studies, and research. Our Consultants provide technical support via phone, chat, email, walk-in, in the online IU Knowledge Base, in Student Technology Centers and campus housing.  

Our mission, vision and core values define who we are, how we act and what we aspire to accomplish, which helps us to make amazing things happen. Mission: Empowering the IU community to succeed through excellent IT services and support.

Vision: Utilize innovation, technology, and human resources to provide best-of-class IT support, services, and user communication to the IU community.  

Values:

• Success through empowering people
• Understanding our clients' needs
• Participating in meaningful partnerships
• Providing an environment for innovation
• Outstanding service is our norm
• Respect and integrity underpinning all
• Teamwork and communication in everything we do¿

Come join our team! We are currently hiring within Frontline, the group within University Information Technology Services (UITS) which provides tier 1 technical assistance to the IU Community. 

The award winning UITS Support Center is currently hiring full-time Supervisors to join our team. We are committed to providing excellent customer service during every single client contact. Our support is available 24 hours a day, 7 days a week.

Department-Specific Responsibilities

• Responsible for providing excellent customer service to the Faculty, Staff, Students, Parents, Alumni, Donors and other external audiences at Indiana University.
• Manages performance of hourly staff through mentoring and clearly communicates progress and areas of improvement through regular meetings.
• Influences hourly staff to accomplish desired goals. In addition, this role oversees proper completion of outstanding issues and handles unassigned and escalated issues in real time.
• Serves as an IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
• Document and track calls received and follows up with clients until a satisfactory resolution is reached.
• Responsible for training, mentoring and overseeing the work of hourly and temporary workers.

General Responsibilities

• Provides technical consulting, advising, and systems analysis services for client-supported software and systems.
• Utilizing system analysis techniques and procedures, conducts research and evaluates use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends.
• Provides advice for best practices of deployment of collaboration solutions; partners with appropriate technical staff on unique problems requiring specialized knowledge.
• Stays up-to-date on emerging technologies, trends, and best practices; makes recommendations to improve IT support processes and procedures.
• Communicates effectively with clients in resolving escalated issues.
• May provide informal and formal training to faculty staff and students on information technology.
• Adheres to documentation standards (issues, resolutions, updates/changes).

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education. 

EDUCATION

Required

• Bachelor's degree (preferably in computer science or related field)

WORK EXPERIENCE

Preferred

• Some experience providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience

LICENSES AND CERTIFICATES

Preferred

• COMPTIA A+ certification Upon Date of Hire

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Seeks to acquire knowledge in area of specialty
• Friendly and service-oriented
• Excellent organizational skills
• Sound understanding of network fundamentals, and understanding and application of existing industry best practices
• Knowledge and skill in recent Microsoft Office suite
• Familiarity with recent Microsoft Windows and Macintosh client OSes, Exchange, common email clients

Preferred

• Maintains a team environment
• Highly thorough and dependable
• Possesses a high degree of initiative

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Phone, email, chat, and supervisory shifts will be conducted in either a work-from-home environment or an in-office environment and may transition back to a full-time in-office environment at a later date

This position is eligible for remote work, subject to change based on university policy and business needs.  

$53,560.00 annually

Supervisors are scheduled to work 40 hours per week and are required to be available to work evening and/or weekend shifts. 

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Career Level: Core

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support

Click here to learn more about Indiana University's Job Framework.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information .

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at [email protected] or by visiting IUPD.

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Telephone: 812-856-1234