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IT Support Operations Leader

2 months ago

Salem, Oregon, United States Willamette University Full time
Attention Current Willamette University Employees: In order to apply for posted positions, please close this window and log into your Workday account and apply through the Jobs Hub application.

ABOUT WILLAMETTE UNIVERSITY
Willamette University is a nationally-renowned private liberal arts university with graduate programs in business, law, data science, and fine arts. Founded in 1842, Willamette is the first university established in the western U.S. located in the heart of the PNW. Campuses are located in both Salem and Portland, Oregon close to the Oregon Coast, Cascade Mountains, and vibrant cities of the Pacific Northwest.

The university motto, "Not unto ourselves alone are we born," captures the essence of this distinguished university. It speaks to the commitment to community service, to the extraordinary collaboration between faculty and students, and to the tradition of service and civic engagement that is typical of Willamette alumni.

Willamette University provides a highly-valued, well-rounded, and comprehensive benefits package to employees: Benefits Summary

If you need assistance applying for a job or have any questions on recruitment at Willamette, please contact our HR Department.

Instructions for Applicants:
Please read the following carefully before beginning the online application process. To be considered for employment at Willamette University, please complete our online employment application. Your application and all required attachments -- listed at the bottom of the page -- must be submitted for each individual job post that you are interested in applying. Once you submit your application you will not be able to edit your application.

Position Summary:
The IT Support Operations Leader plays a pivotal role within the Willamette Integrated Technology Services department, concentrating on steering and enhancing the productivity and effectiveness of the support operations. This position merges technical acumen with leadership capabilities to supervise full-time staff and student employees, ensuring the support team not only meets but surpasses the expectations of our university community by resolving issues at the first point of contact and upholding high standards of customer service.

Duties and Responsibilities:
  • Team Leadership and Supervision: Oversee the daily operations of the support team, including full-time staff and student employees, ensuring a high level of customer service and technical assistance.
  • Project Management: Implement and adhere to the project management methodology established within WITS to streamline support operations and project implementations.
  • First Contact Resolution: Drive the support team's goal to resolve tickets at the first point of contact, utilizing efficient troubleshooting methods and comprehensive knowledge bases.
  • Escalation and Ticket Review: Ensure the support team can competently address customer inquiries for all escalated tickets by reviewing higher-tier notes and following up as necessary.
  • Training and Development: Train staff to encourage formal ticket submissions from users, establishing the support team as a professional and competent point of contact. Continuously develop the team's skillsets to handle increasingly complex tickets.
  • Collaboration: Work closely with all WITS departments to ensure proper ticket management and escalation processes are in place and adhered to, fostering a collaborative environment for issue resolution.
  • Onsite Requirement: This position requires an onsite presence at the Salem campus, with one day per week travel to Portland, to effectively manage the support operations and collaborate with the wider WITS team.
  • Equipment Checkout: Manage the support team's equipment checkout system, ensuring devices are properly maintained, inventoried, and available to meet the community's needs.
  • Additional Duties: Perform other related duties as assigned, adapting to the evolving needs of the university and its IT infrastructure.
Minimum Qualifications:
  • Proven experience in help desk or technical support management.
  • Strong leadership skills with the ability to motivate and develop a diverse technical team.
  • Knowledge of IT service management principles and project management practices.
  • Excellent problem-solving, communication, and interpersonal skills.
  • Commitment to staying updated on IT trends and cybersecurity practices.
Preferred Qualifications:
Experience in an educational or large enterprise setting.

Physical Demands & Working Conditions:

Typical work is performed indoors in an office environment. Candidates should be able to look at a computer monitor for a long period of time, be able to lift fragile items weighing up to 50 pounds, able to travel around campus buildings, crawl under desks for computer setup/troubleshooting, and feel comfortable on top of a foot ladder while troubleshooting A/V Equipment.

Salary: $66,000

You will need to upload the following documents as part of your application materials in the "My Experience" section labeled Resume:
  • Cover letter addressing the required/desired qualifications and presenting any other applicant characteristics which deserve emphasis.
  • Current Resume
Applications will be reviewed on a rolling basis as received until the position is filled.

Incomplete applications will not be considered.

Believing that diversity contributes to academic excellence and to rich and rewarding communities, WU is committed to recruiting and retaining a diverse faculty, staff, and student body. We seek candidates, particularly those from historically under-represented groups, whose work furthers diversity and who bring to campus varied experiences, perspectives, and backgrounds.

BACKGROUND CHECK REQUIREMENT:
All University positions require that candidates submit to a criminal conviction record check prior to hire. Conviction does not automatically preclude candidates from being hired. Nature of conviction will be considered relative to the duties of the position.

REASONABLE ACCOMMODATIONS STATEMENT:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.