Assistant Director Help Desk Operations
Please see Special Instructions for more details.
Applicants must complete an online application and include 3 references and upload supplemental documents, atin order to be considered for this position. Applicants who do not apply online and/or upload all the required documents will not be considered for this position.
Supplemental Documents:

• Cover Letter
• Resume

Once you submit both your completed application and uploaded documents you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact Gina Motes g.motes@unf.edu.
Posting Details
Position Information
Job TitleAssistant Director Help Desk OperationsPosition Number356750Requisition NumberB08735Position TypeAdministrativeClass Code9978Time-limited throughNAType of AppointmentFull-TimeFaculty Position Sub-TypeN/ALength of AppointmentN/AInternal Recruitment?YesWorking Hours8:00 am - 5:00 pmDepartmentUser ServicesOrganizationInformation Technology ServicesDivisionITSCollegeN/AApproved Hiring Salary Range$90,000.00 - negotiablePay BasisAnnuallyEqual Opportunity
In 2020, the University of North Florida (UNF) received the prestigious INSIGHT Into Diversity magazine Higher Education Excellence in Diversity (HEED) Award, the only application-based national award for U.S. colleges and universities that exhibit an outstanding commitment to diversity and inclusion across their campuses. In addition, UNF ranked highest among the HEED institutions and was recognized as a 2020 Diversity Champion.
The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida is an Equal Opportunity Employer and does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, gender identity/expression, sexual orientation, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.
Carnegie
UNF is a Carnegie Community Engaged Institution. This designation celebrates the University's collaboration with community partners from the local to the global level. It reflects UNF's mission to contribute to the public good and prepare educated, engaged citizens.
Faculty Initiatives
The University of North Florida promotes the quality and effectiveness of education and strives to maintain the highest standards of academic excellence in all phases of instruction, research/scholarship/creative activity, and service.
General Description / Primary Purpose
The Assistant Director Help Desk Operations, under the direction of an Associate Director or above, plays an integral role in the design, development, implementation and interpretation of departmental processes and/or programs.
Essential Duties
Job Function
The Assistant Director, Help Desk Operations is responsible for the direction of the ITS Help Desk unit and the IT professional and OPS staff who are supporting the use of computer and information technology at the University of North Florida by all faculty, staff and students.

• Manage day-to-day operations and projects of the ITS Help Desk, Library Learning Commons, and technology equipped classrooms and auditoriums.
• Manage and provide team mentoring, leadership, and guidance to IT Support Coordinators.
• Serve as an escalation point and or subject matter expert for campus technology and associated processes for team.
• Provide supervision for assigned team including task and workload management, support coverage and performance evaluations.
• Support the Academic Technology team's operations through alignment with UNF ITS service management.
• Provide coordination and direction for University strategic initiatives as assigned to Information Technology Services.
• Provide coordination and direction for ITS initiatives as defined by ITS Directors.
• Provide coordination and direction for Campus Technology Services yearly goals and objectives.
• Collaborate with system owners to manage and prioritize project and day to day workflow.
• Coordinate technical resources (local and vendor) to manage resolution of complex Issues.
• Identify and ensure that performance service expectations are met or exceeded.
• Prepare service metric reports for users and upper management.
• Coordinate and manage currency and survey technology refresh in all Campus Technology Services units.
• Audit of support areas yearly
• Design and deliver presentations, workshops and educational/training materials.
• Train and supervise work of staff, students and volunteers as assigned.
• During declared campus emergencies, this position may be required to perform specific job-related duties at a designated off campus location or place of residence.
• Provide coordination and direction for University strategic initiatives as assigned to Information Technology Services.
• Provide coordination and direction for ITS initiatives as defined by ITS leadership.
• Provide coordination and direction for Campus Technology Services yearly goals and objectives.
• Collaborate with system owners to manage and prioritize project and day to day workflow.
• Assists the Associate Director in short- and long-range planning for unit.
• Supervises managers and staff of functional workgroups and processes.
• Develops project plans, including scope, schedule, and budgets, for major projects.
• Directs Operations & Maintenance of ongoing services.
• Defines and monitors critical success factors and key performance indicators.
• Defines Service Level Agreements stating expectations regarding performance of services.
• Oversees employee development within unit.
• May be responsible for leading or championing projects employing cross-functional teams of IT professionals.
• May serve on committees concerned with development of IT standards.
• Coordinate distance learning support including student computer support.
• Coordinate support of academic technology in general purpose classroom and library areas.
• Coordinate creation and maintenance of Tier 0 technical support.
• Develop training frameworks and standards for new hires and existing Support Staff and OPS personnel.

Percentage Of Time
Posting Detail Information
Marginal Functions
Serves on committees, task forces, and work groups that pertain to information technology support, as assigned by the Assistant Vice President, IT Service Management, and in coordination with other teams.
Required Qualifications
This position requires either (a) Master's degree from anin a directly related area of specialization and two years of experience directly related to the job functions; (b) Bachelor's degree from anin a directly related area of specialization and four years of experience directly related to the job functions; or (c ) 8 years of direct experience.
Faculty Position Required Qualifications
n/a
Departmental Requirements
Strong human relations skills. Strong leadership skills. Organization and documentation skills. Proficient in Windows/Macintosh operating systems and related applications. Possess a strong understanding and working knowledge of industry standards and trends. Strong customer service skills. ITIL knowledge framework preferred.
Statement(s) of Understanding Definition
This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.
The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.
Required Licensure or Certification
NA
Machines/Equipment used regularly
Computer(s) with access to local area networks: visual network monitoring software, applications software; utilities, word processing software; decision support/spreadsheet software; documentation; telephone; office, instructional technology/audio-visual equipment, digital projectors, flat panel displays and peripheral technology supporting equipment.
Anticipated Start Date04/01/2024Job Posting Date02/20/2024Application Review DateApplication DeadlineOpen Until FilledYesPoint of Contact InformationGina Motes g.motes@unf.eduHiring OfficialChristopher PetrelloLocation if not JacksonvilleNASpecial Instructions
Applicants must complete an online application and include 3 references and upload supplemental documents, atin order to be considered for this position. Applicants who do not apply online and/or upload all the required documents will not be considered for this position.
Supplemental Documents:

• Cover Letter
• Resume

Once you submit both your completed application and uploaded documents you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact Gina Motes g.motes@unf.edu.
Quicklink
Supplemental Questions
Required fields are indicated with an asterisk (*).

*Do you have either (a) Master's degree from an acceptable accredited institution in a directly related area of specialization and two years of experience directly related to the job functions; (b) Bachelor's degree from an acceptable accredited institution in a directly related area of specialization and four years of experience directly related to the job functions; or (c ) 8 years of direct experience?

• Yes
• No

Documents Needed to Apply
Required Documents

Resume

Cover Letter/Letter of Interest

Optional Documents