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Academic Computing Lead

3 months ago

Washington, United States Howard University Full time

JOB PURPOSE:

- The Academic Computing Lead plays a vital role in Howard University’s Enterprise Technology Services department, overseeing and managing our student labs and front-line Tier 1 support at our walk-up Help Desk. This position is responsible for ensuring our student labs and walk-up Help Desk are operating effectively and are appropriately staffed. The Academic Computing Lead provides supervision, leadership, and training within the team.
- SUPERVISORY AUTHORITY:

- The Academic Computing Lead will have supervisory responsibility over a team of Tier 1 Technical Support Analysts that support the walk-up help desk and student labs. In addition, the Academic Computing Lead will have supervisory responsibility over student workers.

NATURE AND SCOPE:

- Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
- PRINCIPAL ACCOUNTABILITIES:
- Manage and supervise the daily activities of the walk-up Help Desk function, to include training, coaching, organizing, planning, and staffing operations.-
- Develop and review service level agreements with Help Desk Manager and Desktop Support Manager to continually increase customer satisfaction.-
- Maintain liaison with all ETS division operations and services to keep abreast of policy and procedural changes; develop and review procedures for Academic Computing operating/procedure manuals.-
- Direct system and operations support relative to the maintenance and enhancement of iLab resources; serve as a liaison to outside vendor of operational systems.-
- Observe and measure organizational performance against customer requirements and recommend modifications to existing systems or development of new systems.-
- Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.-
- Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules. Perform other related duties incidental to the work described herein.-
- The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.-
- Performs other duties as assigned.CORE COMPETENCIES:
- Ability to work onsite in Washington, DC-
- Ability to work weekends and evenings to ensure iLab coverage.-
- Knowledge of ServiceNow and ITSM best practices.-
- Excellent Customer Service Skills-
- Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.-
- Ability to communicate effectively orally and in writing with a diverse population. Must be detailed oriented and organized.-
- Ability to exercise discretion and ensure a high-level of confidentiality.-
- Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public.-
- Ability to troubleshoot and support Windows 10 and 11, macOS, Android, and iOS devices.-
- Provide coaching and mentoring to staff.-
- Ability to collaborate with project personnel and partner/customer groups.MINIMUM REQUIREMENTS:

- Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or related certifications. Previous experience in a supervisory role. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.