The Educational Technology department at the S.J. Quinney College of Law, University of Utah, is hiring an IT Help Desk Supervisor to lead the daily operations of our help desk team. This is a full-time, salaried, benefited position with a flexible schedule built in (see Schedule and Work-Life Balance below). Our help desk is the front line of technology at the law school. The team supports classroom AV and computing for students, faculty, and staff, and provides AV support for the events, conferences, and lectures the college hosts throughout the year. The supervisor keeps these systems running smoothly, makes upgrades as needed, and helps our business operations groups use technology to work more efficiently. We want someone who will take real ownership of this role. You will have the agency to spot problems, decide how to fix them, and see them through without waiting for permission at every step. Great customer service is the heart of this job: our users are students under deadline pressure and faculty walking into a classroom that has to work right now, and how the help desk treats them matters as much as the technical fix. This is a working supervisor role: you will lead the team, and you will also stay hands-on with equipment, hardware, and software. The position carries limited authority for personnel actions and supervises employees of the department in accordance with organizational policies and goals.
Responsibilities
- Manage and supervise the day-to-day operations of the IT help desk team, ensuring efficient, friendly, and effective support for students, faculty, and staff.
- Support and maintain classroom AV and technology, including displays, audio, lecture capture, and podium systems, so classes start on time and run without interruption.
- Coordinate and provide AV support for law school events, conferences, and guest lectures, including setup, live operation, and teardown.
- Take ownership of problems from first report through resolution, and give help desk staff the trust and room to do the same.
- Assign tasks, prioritize issues, and monitor the progress of help desk employees to ensure timely resolution of problems.
- Develop and maintain standard operating procedures, documentation, and knowledge base articles to streamline support processes.
- Train, coach, and mentor help desk staff to build their technical skills and customer service abilities.
- Monitor and maintain the law school’s information systems, including servers, networks, and applications.
- Provide hands-on technical support for complex issues that escalate beyond the help desk staff.
- Track help desk performance metrics such as response times, resolution rates, and customer satisfaction, and use them to improve the service.
- Prepare and present reports on help desk activities, trends, and performance to senior management.
- Keep current with technologies and best practices in IT support, classroom AV, and educational technology.
- Participate in the hiring, performance evaluation, and professional development of help desk staff, with limited authority for personnel actions.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.
Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.
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As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.
