Job Description:

Title - Helpdesk Team Lead

Position will supervise a Helpdesk Team (6-8 staff), managing ticket queue and overall support experience provided by department to customers (internal and external).  Coordinates schedules, and assists with escalation of support issues from first tier support staff.  Helps manage systems through utilziation of various system management tools.  Works with customers to triage issues and provide clarity and escalation of issues or needs.  Project managment of system rollouts and other elements in relation to the team.  Support multiple diverse business processes and operations.  

Directs and supports the Training Center in the areas of computer operations, system administration, and computer technology for research and education. Works with administration in directing, planning, and evaluating all aspects of the IT department. Monitors work queue for all support areas, assigning tasks, elevating priorities, and ensuring continuous delivery of support resolution and mission prioritization.  Handles escalation of high priority tickets from customers and support staff.

Liaisons with customer units, both internal and external, ensuring resolution of communication challenges and successful project completion. Ensures that timely technical support is provided to the customers on technology-related issues, including classroom computers,videoconferencing technology, and databases. Assists with system administration tasks.Helps with providing training and creation of training related materials for internal and external staff.  

Works with staff to ensure current inventory of assets is maintained.  Evaluates and recommends computer systems and peripheral products to customers. Works with college personnel to identify immediate and long-range objectives, determines objectives, provides resources (i.e. financial, personnel, etc.) and develops plans to attain the objective. 

Prepares product specifications and obtains price estimates for all computer-related purchases. Develops and implements policies and procedures for the IT department, including disaster recovery plans. Provides leadership, direction, and support to the department IT staff. Provides direct day to day supervision of up to 8 staff. Creates and coordinates with staff on creation of system images and configuration templates.

Recommends hiring, promotion, training, and termination of staff. Conducts performance appraisals, recommends pay increases, and assesses staffing needs. Ensures the department maintains compliance with HIPAA and FERPA privacy and security policies and provisions. Maintains thorough knowledge of current technology trends and advancements. Performs various duties as needed to successfully fulfill the function of the position. 

 

Required Education: Bachelor's degree in Computer Science, Engineering, Management Information Systems, or closely related field, AND: 

•  24 months in Information Technology and supervisory experience

Equivalency Substitution: Will accept 48 months computer information technology experience in lieu of the Bachelors degree for a total of 72 months total experience. 

 

Skills:

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  Knowledge of multiple applications and systems
  
  


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  Issue Tracking Systems (Ticket Systems)
  
  


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  Communication Skills
  
  


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  Critical Thinking
  
  


• 
  Strong analytical and problem-solving skills
  
  


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  Ability to work in stressful situations and tight deadlines
  
  


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  Ability to communicate verbally and in writing
  
  


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  Experience with Endpoint Management Systems
  
  


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  Experience with System Image Prepartion and Management
  
  

Advertised Physical Requirements:

• Sits for prolonged periods of time. Use of computer. Manual dexterity. Communicate effectively and listens.


• Standard Office Environment.

Department Preferences:

• Experience with State Agencies


• Experience with Higher Education (University) IT


• 5+ years of Tech Support experience

Supervision: Will supervise 8 support staff.

 

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

 

Diversity Statement: The University of Oklahoma is committed to achieving a diverse, equitable, and inclusive university community by recognizing each person's unique contributions, background, and perspectives. The University of Oklahoma strives to cultivate a sense of belonging and emotional support for all, recognizing that fostering an inclusive environment for all is vital in the pursuit of academic and inclusive excellence in all aspects of our institutional mission. 

 

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.

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