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Department: 143401 - Info Tech & Eng Computer Svcs
Location: Raleigh, North Carolina
Essential Job Duties:
Member of the ITECS Leadership Team focused on leading and managing ITECS’ customer-facing technology support efforts. Manages the everyday functions of the three ITECS Service Desks providing front line technical support to the students, faculty, and staff of the College of Engineering as well as direct technical support to two academic departments. Sets standards for response times and first touch resolutions and monitors the performance of Service Desk staff in achieving them.
Manages the college’s Eos Computer Lab environment to include provisioning, updating, maintaining and replacing equipment and software in accordance with established life cycles. Hires, trains, schedules, coaches and mentors the six full-time professional staff and four temporary student staff to ensure each individual is capable of functioning effectively as a member of the ITECS Service Team. Schedules the staffing of three, geographically dispersed Walk-in Centers. Acts as primary liaison with the two supported academic departments. Is the primary advisor to the ITECS Director in all customer service and technical support matters.
Maintains the ITECS Knowledge Base in accordance with ITSM standards. Represents ITECS and the College of Engineering on various technical committees and working groups.
Other duties as assigned.
Master's degree and at least one year of relevant experience; or Bachelor's degree with at least two years' of relevant experience; or an equivalent combination of education, training and relevant experience.
- For management‐level roles, also include with the above requirements 1‐2 years of supervisory experience.
-Knowledge and experience in a formal service management (ITSM) environment, to include the analysis of data within a service management tool such as ServiceNow or Remedy. -Experience in and ability to manage a diverse team of IT professionals and temporary student workers, to include preparation of position descriptions, practice of inclusionary hiring practices, mentoring and coaching technical staff, and knowledge of University personnel policies and practices. -Experience leading a team providing technical support in a heterogeneous computing environment consisting of Windows, Mac and Linux systems, with a varied degree of customer knowledge ranging from expert to neophyte. -Working knowledge of Active Directory and related IT management systems and familiarity with their deployment in an enterprise environment. -Supervisory knowledge of applications packaging and software deployment. -Ability to communicate tactfully and effectively, verbally and in writing, with both technically oriented and non-technical correspondents.
Required license or certification:
Position Number: 00044604
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree equivalency verified at www.wes.org or equivalent service. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
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