Help Desk Assistant Manager

Classification TitleIT Support SupervisorClassification Minimum RequirementsA bachelor's degree; or associate's degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.Job DescriptionUF Information Technology (UFIT) is currently seeking a professional level Help Desk Assistant Manager to join Academic Technology, a unit within UFIT.UF Information Technology (UFIT) enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator.The Help Desk Assistant Manager is responsible for overseeing the day to day operations of the Help Desk student workforce and assisting the Help Desk Manager as needed.Some Key Responsibilities And Characteristics Of This Position AreOversight of student employees including onboarding, scheduling, and performance managementWorks closely with Help Desk Training and Quality Control to ensure student employees deliver high quality customer serviceAddressing customer service issues that are escalated and serving as a resource for other staffCollaborating with Help Desk and other UFIT staff to identify and implement improvements to IT services providedWorks with the Help Desk Manager to provide support and oversight to full-time help desk staff as neededAbout UF Information TechnologyLed by Vice President and CIO Elias Eldayrie, the eight departments comprising UFIT are: Academic Technology; Applications, Development, and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. UF Information Technology (UFIT) enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator. For more information about UFIT and its goals and governance, visit https://it.ufl.edu/about-ufit/strategic-plan/.About The University Of FloridaOne of America’s all-around best universities, the University of Florida drives future-making education, eye-opening discoveries, life-saving health care, and community-building collaboration for our state, our nation, and our world. UF is in Gainesville, a city of approximately 150,000 residents in North-Central Florida, 50 miles from Florida’s West Coast, 67 miles from the Atlantic Ocean, and within a 2-hour drive to large metropolitan areas (Orlando, Tampa, Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities, including hiking, biking, and nature photography. UF’s large college sports programs, museums, and performing arts center support various activities and cultural events for residents to enjoy. Learn more about what Gainesville has to offer at Visit Gainesville.Exceptional BenefitsUF provides various leave programs based on an employee’s salary plan, including vacation, sick leave, holidays, personal leave days, and paid family leave. In addition to paid time off, the University of Florida offers a very competitive benefits package.Expected Salary$61,000 - $68,000; commensurate based on education and experience.Required QualificationsA bachelor's degree; or associate's degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.PreferredThe ideal candidate will possess the following education, experience, and skills:Prior call center or help desk experienceExtensive customer service experiencePrior supervisory or leadership experienceExperience analyzing business trends in order to create schedules and procedures to meet customer needsExperience working with student employeesSpecial Instructions To ApplicantsWork visa sponsorship is not available for this positionA Level 2 Criminal Background Screening is required.Applicants are required to submit the following with their application:Cover LetterResumeList of professional references with contact information (Minimum of 3 with one from a previous or current supervisor)The application must be submitted by 11:55 p.m. (E.T.) of the posting end date.Health Assessment Required: No