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Manager, User Support Services at University of Houston - Downtown in Houston, Texas

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

The Manager, User Services manages the university's Help Desk. The position provides technical troubleshooting and computing support and serves as project lead on technical projects as assigned.

DUTIES


  1. Monitors and distributes technical help calls, follows up and ensure all calls are resolved

  2. Provides technical support, including troubleshooting, software installations, upgrades, and computer replacements

  3. Oversees any upgrades and/or maintenance of the online help desk management system; generates reports; sends user satisfaction surveys and maintains data on website

  4. Evaluates, researches and test new technologies and documents new software applications, hardware, and procedures

  5. Creates, tests, evaluates, modifies, and approves desktop and laptop images


MARGINAL DUTIES


  1. May be asked to respond to problems or provide service after hours Expected to carry and respond to cell phone and/or pager at all times

  2. Serves as on-call information technology officer after hours on a rotating basis

  3. Performs all other duties as assigned

SUPERVISORY RESPONSIBILITIES

Direct Reports: Full-time part-time employees

Delegation of Work: Occasionally assigns work to subordinate(s)

Supervision Given: Makes final decision on evaluating employee performance; provides recommendations on promotions; makes the final decision on manage student assistants.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge:


  1. Knowledge of trends, issues, and accepted practices relevant to the position

Skills:


  1. Candidates must have strong analytical skills, as well as excellent interpersonal and communication skills

Abilities:


  1. Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community


WORK LOCATION AND PHYSICAL DEMANDS

Primary Work Location: Works in an office environment; computer laboratory; classroom, training room, auditorium.


Physical Demands: Work is normally performed in a typical interior work environment that does not subject the employee to any unpleasant elements. The position is physically comfortable; the individual has discretion about sitting, walking, standing, etc.
Work environment involves minimal exposure to physical risks.

EEO/AA

Required Education: Baccalaureate Degree

Required Experience: Minimum of three (3) years of job-related experience

License/Certification: None

PREFERRED QUALIFICATIONS

None





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