Pay Range: $62,400 annually or higher depending on education and experience
Full/Part Time: Full Time
Position Summary: Technology Solutions Partners support faculty and staff using technology to meet the University of Idaho's teaching, learning and research mission. The TSP team is the primary ITS liaison, technology service representative and technical advisor for many in the University of Idaho community. The TSP team directly interacts and supports customers with their information technology needs and resolving issues. The Technology Solutions Partner (TSP) Manager is responsible for developing, implementing and cultivating statewide enterprise support solutions for University faculty, staff and students. The TSP manager will manage, coach and motivate a team of TSP's, perform process engineering and communicating to a variety of audiences through numerous media channels. As part of the TSP leadership team, they will report to the Director of Technology Solution Partners.
Duties may include:
Leading, managing and developing a team of TSP's
Developing and maintaining standards
Overseeing the delivery of solutions
Monitoring the TSP's customer feedback, conducting surveys
Developing partnerships within the U of I community
Working with and being an active member of the division leadership team
Performing daily TSP duties, taking on high-priority incidents or requests
7 years in an information technology role, specifically providing direct customer technical support.
Coaching others in providing customer service.
Working in a team environment to accomplish shared goals.
Bachelors degree in an information technology field.
Demonstrated experience with assignment coordination and staff management, service delivery processes, intra/inter-team communications, budgeting, and measures/metrics.
Job appropriate, relevant certifications.
MTA: Windows Operating System Fundamentals certification or equivalent.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification or equivalent
Apple Certified Support Professional (ACSP) certification.
Strong customer service orientation with the commitment and drive to provide 'first class customer service and support'.
Excellent organization and attention to detail.
Excellent verbal and written communications and the ability to communicate with a variety of audiences.
Excellent critical thinking and problem-solving skills.
Experience working within a complex network infrastructure and VoIP equipment, operation and application.
Experience managing endpoints utilizing tools such as SCCM, Active Directory, Azure tools and Jamf in a complex, large enterprise.
Experience in Higher Education.
Physical Requirements & Working Conditions:
Frequently lifts, carries or otherwise moves information technology equipment weighing up to 50 pounds indoors and outdoors.
Ability to traverse between buildings, floors within buildings, climb ladders and crawl or maneuver in tight places.
Required Licensures, Certifications or other
Must possess valid motor vehicle operators license and be able to meet policy requirements for driving University vehicles.
Posting Number: SP003732P
Posting Date: 01/05/2023
Open Until Filled: Yes
Special Instructions: Posting will remain open until a sufficient pool of candidates is identified. Applications received by January 19, 2023, will receive first consideration.
To be considered your Letter of Qualification must address each of the required qualifications. Additionally, please provide information in support of your experience regarding the preferred qualifications.
Background Check: Applicants who are selected as final possible candidates must be able to pass a criminal background check.
Since 1889, the University of Idaho has provided motivated students with a transformative higher education experience that prepares them to solve real-world problems and achieve success in their lives and careers. Beginning with our beautiful residential campus in Moscow, the university’s reach extends throughout Idaho, serving over 12,000 students with educational centers in Coeur d’Alene, Boise and Idaho Falls, a research and extension center in Twin Falls, plus Extension offices in 42 counties. One of the nation’s land-grant research universities, U of I is a noted national leader in student-centered learning and interdisciplinary research that promotes public service. Our work serves businesses and communities, advancing the pursuit of diversity, citizenship and global outreach.