Location: San Antonio, TX
Regular/Temporary: Regular
Job ID: 7783
Full/Part Time: Full Time
Org Marketing Statement
The University of Texas at San Antonio is a Hispanic Serving University specializing in cyber, health, fundamental futures, and social-economic development. With more than 34,000 students, it is the largest university in the San Antonio metropolitan region. UTSA advances knowledge through research and discovery, teaching and learning, community engagement and public service. The university embraces multicultural traditions and serves as a center for intellectual and creative resources as well as a catalyst for socioeconomic development and the commercialization of intellectual property-for Texas, the nation and the world. Learn more online, on UTSA Today or on Twitter, Instagram, Facebook, YouTube or LinkedIn.
UTSA, situated in a global city that has been a crossroads of peoples and cultures for centuries, values diversity and inclusion in all aspects of university life. As an institution expressly founded to advance the education of Mexican Americans and other underserved communities, our university is committed to ending generations of discrimination and inequity. UTSA, a premier public research university, fosters academic excellence through a community of dialogue, discovery and innovation that embraces the uniqueness of each voice.
Posting End Date
Applications will be accepted through 11:59 PM CDT on 05/08/2022. At the discretion of the hiring department, this position posting may close once a sufficient number of qualified applications have been received.
Salary
Salary Range: up to $65,000/Annualized, commensurate with education, experience and qualifications.
Hours per Week
Exempt Position: 40 hours per week.
Required Application Materials

• Resume is required.
• Cover Letter is required.

Please submit all documents together in a single PDF in order to be considered.
Essential Functions
Function: To provide oversight and dedicated customer centric delivery of IT services, timely break-fix and service request fulfillment, and serve as a customer service liaison between UTS groups, customers and management.
Scope: Serve as group lead for the UTS Client Experience Services providing hardware/software support and technical skills required for the troubleshooting, operations and optimization of digital computing and communications equipment.
Typical:
1. Functions as the team leader of a diverse staff responsible for providing front line technical customer service and support to university students, staff, faculty, and affiliates.
2. Serves as senior level technical customer support role. Provides technical leadership, knowledge and training to Client Experience Services team.
3. Oversees support area ticketing and service SLAs. Delegates and assigns area work requests and responsibilities. Manages support queues and request escalations while ensuring responses are professional, consistent, timely, and accurate.
4. Generates and monitors reports on service metrics, area trends and evaluates customer feedback towards improvement of unit policies, procedures and workgroup performance goals.
5. Assists in researching and recommending new tools and applications for internal use and customer support.
6. Provides guidance, training, and support of University hardware and software solutions and best practices.
7. Assists management in development and performance of lower-level staff. Writes evaluations, identifies training needs and makes recommendations to best support area staff and improve unit performance.
8. Conducts and participates in interviews, assists management with area staffing, scheduling, and training.
9. Within the scope of position duties, responsible for seeing that operations are effective and efficient, assets are safeguarded, reliable financial data is maintained, and applicable laws, regulations, policies and procedures are complied with.
10. Assists in proactively developing and maintaining helpful, public and private knowledge bases, user documentation, training materials/manuals, and self-service materials to address the needs of faculty, staff and students. Serves as a final reviewer for ServiceNow knowledge articles.
11. Consults with vendors, coordinates with stakeholders and management as necessary to facilitate implementation, updates, and support of software and hardware computer or network systems, software, and services.
12. Administers UTSA supported systems and applications.
13. Oversees network account modifications functional team.
14. Maintains on-call emergency support evenings, weekends and holidays (rotational with Net Tech II's).
15. Performs other duties as assigned.
Required Qualifications

• Associate's degree in computer science or equivalent with emphasis on computer/management information systems.
• Three years of experience relating to network communication/computer system hardware and software.
• Experience can substitute for education on a one for one basis.
• Certification from one of the following: Microsoft/Apple/CompTIA/HDI/ITIL.

Preferred Qualifications

• Bachelor's degree in a computing technology related field.
• Three years of experience in technical customer support in a higher-education environment.
• ServiceNow experience / certification / training.
• Leadership experience preferred.

Working Conditions
This position will be primarily located:
Hybrid-Occasionally: Primarily works remotely, but may work on campus on an infrequent basis (approximately four days or less per month). Travel and parking expenses are the employee's responsibility. Applicants must be adaptable and open to working in both environments.
Additional Information

• UTSA is a tobacco free campus.
• This is a security sensitive position. Employment is contingent upon a successful background check.
• Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

EO/AA Statement
As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination. Women, minorities, people with disabilities and veterans are encouraged to apply. UTSA campuses are accessible to persons with disabilities.