Supervisor, Information Services - 4INFO Service Desk

The primary purpose of the Supervisor, Enterprise Services (4-INFO) position is to provide operational direction for staff providing service and support to the Help Desk, customers, and management.

***Ideal candidates will have experience working with ServiceNow****

Supervise 4INFO Service Center Staff
Supervises IS staff responsible for first level customer support to the institution.
Supervision and participation include but limited to event (outage) management, adherence to policies and procedures, establishment of service level agreements, customer satisfaction evaluation(s), metrics review and analysis, website content management, knowledge base development, process improvement and customer base expansion.
Manages the customer liaison relationship between the Service Center, customers, managers, and co-workers.
Responsible for determining the efficient and effective utilization of resources to include staffing, performance management, mentoring, coaching, counseling, and training.

Problem Resolution For Customers
Consults with departmental personnel for problem definition and management requirements.
Identifies and defines issues and recommends systems improvements.
Provides solutions utilizing specific product knowledge, system utilities and operating environment.

Statistics and reports
Maintain appropriate documentation and procedures.
Evaluates status reports, customer satisfaction surveys and other metrics and makes recommendations for improvements.
Manages SLAs, accountability for problem resolution, quality assurance and event management.
Performs routine timekeeping and budgetary activities timely and accurately.

Projects
Leads small to large teams and manages one or more (IT) projects simultaneously.
Supervises daily operational of projects.
Tracks progress and provides regular weekly project status and reports to management.

Other duties as assigned.

Required Education:
Bachelor's degree in Engineering, Computer Science or related discipline.

Required Certification:
None

Preferred Certification:
CompTIA A+ and N+ certification
One (1) desktop operating system certification on currently supported operating system.
One (1) HP printer certification on currently supported models.
CNE (Novell certification) or MCSE (Microsoft certification
Project Management Certification such as CompTIA Project
Network certification such as CompTIA's N+ and Novell CNA or equivalent
Advanced printer certification for models currently in use in the institution
Master ASE or equivalent advanced hardware certification

Required Experience:
Five years of experience in technology support, analysis, or project management, to include two years lead/supervisory experience. May substitute required degree for additional years of related experience on a one to one-year basis. Successful completion of the LEADing Self Accelerate program may substitute for one year of required supervisory or management experience.

Preferred Experience:
Two to Three years of client/customer relations experience and/or Service Center experience.

ServiceNow experience

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

• Requisition ID: 159122
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Days
• Minimum Salary: US Dollar (USD) 97,500
• Midpoint Salary: US Dollar (USD) 122,000
• Maximum Salary : US Dollar (USD) 146,500
• FLSA: exempt and not eligible for overtime pay
• Fund Type: Hard
• Work Location: Remote (within Texas only)
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No
• Science Jobs: No

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