- Doctoral Degree
- Bachelor's Degree
- IT Service Management
- ITIL Certification
- Customer Service
- Supervising Experience
The University of Nevada, Las Vegas invites applications for Endpoint (Desktop) Support Supervisor, Office of Information Technology [R0118860].
PROFILE of the UNIVERSITY
Founded in 1957, UNLV is a doctoral-degree-granting institution comprised of approximately 31,000 students and more than 3,900 faculty and staff. To date, UNLV has conferred more than 136,000 degrees, producing more than 120,000 alumni around the world. UNLV is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity. The university is committed to recruiting and retaining top students and faculty, educating the region's diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada. For more information, visit us on line at: http://www.unlv.edu
COMMITMENT to DIVERSITY
The successful candidate will demonstrate support for diversity, equity, and inclusiveness as well as participate in maintaining a respectful, positive work environment.
ABOUT the DEPARTMENT
The Office of Information Technology (OIT) provides leadership, support, training, and enterprise IT services that empower students, faculty, and staff to achieve the Top Tier mission of UNLV. We are a dynamic group of over 130 full-time administrative faculty and staff and 120 student employees with a passion for providing excellent customer service to our campus constituents.
OIT employs only U.S. citizens or non-citizens lawfully authorized to work in the United States without visa sponsorship. Women, under-represented groups, individuals with disabilities, and veterans are encouraged to apply.
ROLE of the POSITION
As part of the Office of Information Technology's Client Services unit, the Endpoint Support team is responsible for providing support, repair, and consulting services for a variety of endpoint types including desktops, mobile devices, and peripherals. Endpoint Support services include resolving hardware and connectivity problems, rebuilds, analyzing needs and finding solutions, identifying and mitigating security threats, and other related activities for university-owned computers and devices.
The Endpoint Support Supervisor provides direct support services, responds to escalated requests, oversees day-to-day operations of the team, assigns requests appropriately, coordinates request queues, and participates in a variety of projects and implementations. The Supervisor is responsible for ensuring high-quality customer support services.
The supervisor provides operational direction for both full-time staff and student employees. This includes hiring, training, providing evaluation and coaching, working with the manager to address any concerns, and other general supervisory tasks.
Education: This position requires a Bachelor's degree from a regionally accredited college or university. Credentials must be obtained prior to the start of employment.
Experience: This position requires a minimum of 5 years of comparable professional experience in providing computing support, such as troubleshooting, repairs, installations, upgrades, security issues, network connectivity, software, and peripherals. The incumbent must also have at least 1 year of comparable supervisory experience. A+ certification is required.
Experience in higher education, ITIL Foundation Certification or related ITSM, Network+ and Security+ are preferred.
The incumbent must have specific skill and knowledge in the following areas:
Proficient in providing computing support, such as troubleshooting, repairs, installations, configurations, rebuilds, upgrades, security issues, network connectivity, software and peripherals
Direct experience with ensuring high quality customer service in a technology setting
Expert knowledge in both Windows and Mac platforms
Experience with network connectivity at the endpoint
Experience with identifying and mitigating malware or other endpoint security risks
Experience with a variety of support tools such as Ghost, Windows Deployment Services, Desktop Management, or other industry standard systems for imaging and installations
A+ certification required
At least 1 year of comparable supervisory experience
Ability to train employees and evaluate performance
Ability to supervise a range of operational functions and diverse personnel
Ability to assign work orders and ensure that they are accomplished in accordance with policies and standards
Ability to coach and counsel employees
Ability to lead development of skills, proficiencies and practices
Ability to gather and use data and reports to guide decision making
Ability to understand the needs of customers in order to provide the most effective solutions within resource constraints
Ability to evaluate internal processes and implement improvements as needed.
Specific Knowledge, Skills, and Abilities related to the Supervision of the Endpoint Services team:
Ability to provide effective supervision that creates a positive atmosphere
Experience ensuring IT service management best practices are in place and followed
A strong commitment to customer care and the ability to ensure customer-focused team performance
Ability to balance and prioritize multiple demands within resource limitations
Ability to manage time and meet deadlines
Ability to analyze situations and take corrective action
Ability to communicate effectively both orally and in writing
Salary competitive with those at similarly situated institutions. The position is contingent upon funding with a minimum starting salary of $69,000.
Although this position will remain open until filled, review of candidates' materials will begin on December 2, 2019, and best consideration will be given for materials submitted prior to that date. Materials should be addressed to Steve Ochsner, Search Committee Chair, and are to be submitted online as we do not accept emailed materials. For assistance with the application process, please contact UNLV Human Resources at (702) 895-3504 or email@example.com.
SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES
UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the "Find Jobs" process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type "Find Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the requisition number, R0118860, in the search box.
If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.
SAFETY AND SECURITY STATEMENT
UNLV is committed to assisting all members of the UNLV community in providing for their own safety and security. The Annual Security Report and Annual Fire Safety Report compliance document is available online.
UNLV is an Equal Opportunity / Affirmative Action educator and employer committed to achieving excellence through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, age, creed, national origin, veteran status, physical or mental disability, sexual orientation, genetic information, gender identity, gender expression, or any other factor protected by anti-discrimination laws. The University of Nevada, Las Vegas employs only United States citizens and non-citizens lawfully authorized to work in the United States. Women, under-represented groups, individuals with disabilities, and veterans are encouraged to apply.
Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references who may be contacted. Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based.