Top 1384 Higher education Jobs in Rochester, Ny

Supervisor, Service Desk
University of Rochester —Brighton, NY
- $64,200 - $96,200 a year
- Full-time
- Hybrid work
- Mid-level
- Office
- Windows
EHR Applications Analyst I
University of Rochester —Brighton, NY
- $64,200 - $96,200 a year
- Full-time
- Remote
- HIPAA
- Mid-level
- Office
Clerk I, Student Rights and Responsibilities (H...
Monroe Community College —Rochester, NY
- $49,281.77 - $63,349.81 a year
- Full-time
- Background check
- Microsoft Outlook
- Office
- Flextime
Customer Technology Spec I
University of Rochester —Brighton, NY
- $27.16 - $38.03 an hour
- Full-time
- Hybrid work
- Research
- Mid-level
- Office
Communications Specialist II
University of Rochester —Rochester, NY
- $61,000 - $85,400 a year
- Nights as needed
- HIPAA
- Mid-level
- 3 years
Inventory Planning Coordinator III
University of Rochester —Rochester, NY
- $23.27 - $32.60 an hour
- Full-time
- Hospital
- Mid-level
- 1 year
1d
Content Assistant Director, UM&C
University of Rochester —Rochester, NY
- $77,600 - $116,400 a year
- Full-time
- Hybrid work
- 7 years
- Analysis skills
- University
Benefits Specialist I
University of Rochester —Brighton, NY
- $25.14 - $35.24 an hour
- Full-time
- Office
- Bachelor's degree
- 1 year
- Flexible spending account
Data Analyst
University of Rochester —Rochester, NY
- $21.78 - $30.53 an hour
- Temporary
- University
- Bachelor's degree
- 1 year
Supervisor, Medical Office
University of Rochester —Brighton, NY
- $26.25 - $35.44 an hour
- Full-time
- Physical & Rehabilitation Medicine
- Mid-level
- Bachelor's degree
Data Analyst I - Drug Diversion Analyst
University of Rochester —Rochester, NY
- $21.78 - $30.53 an hour
- Full-time
- Office
- University
- Bachelor's degree
Dining Operations Coordinator
University of Rochester —Rochester, NY
- $25.14 - $35.24 an hour
- Full-time
- Microsoft Outlook
- Mid-level
- Administrative experience
1d
Director of Academic Support and Advocacy
University of Rochester —Rochester, NY
- $70,600 - $105,800 a year
- Full-time
- 7 years
- Writing skills
- Office
Supervisor Supply Chain
University of Rochester —Rochester, NY
- $29.33 - $41.06 an hour
- Full-time
- Hospital
- Mid-level
- Bachelor's degree
Lead Process Improvement Specialist, Wellbeing
University of Rochester —Rochester, NY
- $97,400 - $146,000 a year
- Full-time
- Office
- Master's degree
- Bachelor's degree
5d
Development Program Assistant, AS&E Advancement
University of Rochester —Rochester, NY
- $25.14 - $35.24 an hour
- Full-time
- Mid-level
- Office
- High school diploma or GED
7h
EHR Applications Analyst II
University of Rochester —Brighton, NY
- $70,600 - $105,800 a year
- Full-time
- Remote
- HIPAA
- Mid-level
- Office
Sr Project Manager, Wellbeing
University of Rochester —Rochester, NY
- $70,600 - $105,800 a year
- Full-time
- Remote
- 5 years
- Computer literacy
- Office
5d
Staff Admin II, Department
University of Rochester —Rochester, NY
- $27.16 - $38.03 an hour
- Full-time
- Management
- Mid-level
- Office
4d
Department Coordinator IV
University of Rochester —Rochester, NY
- $21.78 - $30.53 an hour
- Full-time
- Writing skills
- Office
- Microsoft Office

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Supervisor, Service Desk

University of Rochester -
Brighton, NY

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Job Details

Full-time
$64,200 - $96,200 a year

Qualifications

De-escalation techniques
Conflict de-escalation
High school diploma or GED

Full Job Description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

Department:

900084 ISD Customer Service Business

Work Shift:

UR - Day (United States of America)

Range:

UR URG 111

Compensation Range:

$64,200.00 - $96,200.00

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

Provides guidance, training, mentoring and general oversight of the Service Desk, whose primary role is to support the complex technical environment of the University community and its end-user base. Works with Service Desk leadership to monitor and evaluate personnel and brings forward any performance issues or concerns. Assists with reporting on staff and team metrics. Provides daily third-level advisory support to agents and other IT areas in the University. Provides leadership in executing projects and initiatives that enhance the customer service base.
Acts as an escalation point for other Service Desk personnel for issues that may require additional troubleshooting or expertise as a Subject Matter Expert. Maintains ownership for select SaaS relationships and escalates to these vendors for incident remediation. Participates in incident response with Service Desk leadership. Assists Service Desk staff with inbound phone calls during peak periods or during major incidents when the call level is high. Provides support for staff, allocates and assigns personnel and technical resources to meet needs. Takes part in recruiting, scheduling and evaluation processes. May participate in on-call rotation as needed.

ESSENTIAL FUNCTIONS

Ensures staff are knowledgeable and comply with all organizational policies and procedures. Monitors individual staff performance through data analysis, customer feedback, regular reporting and performance evaluations. Identifies areas of growth and improvement. Collaborates with senior leadership in the review and evaluation of staff. Assists with the hiring process of new staff. Allocates and assigns resources to meet needs.
Manages the escalation of incidents among various technical groups. Takes ownership as a Subject Matter Expert (SME) for some Software as a Service (SaaS) relationships and handles escalations with those vendors. Contributes to enterprise-wise projects that impact the operations of the Service Desk by developing timelines and milestones, communicating with the appropriate user base, setting priorities and managing the progression of project implementation tasks. Participates in project meetings.
Provides supervision to Service Desk staff. Assesses, mentors and supports staff during processing of incoming incidents and requests to ensure the highest level of customer service.
Manages functional activities performed on the Service Desk to ensure the highest level of throughput. Uses independent judgment in decision-making when faced with unique customer situations, focusing on providing the highest level of customer satisfaction and business continuity. Acts as a first escalation point for service-related issues presented to the Service Desk. Communicates actively with appropriate leadership groups to coordinate problem resolution. Participates in ongoing workflow evaluation resulting in continuous process improvement.
Contributes to the development, design and implementation of the Service Desk training program. Identifies opportunities to enhance training needs in areas that become technical priorities for departments and the organization. Assists with the onboarding process associated with hiring new Service Desk staff and contractors.
Assists with call volume mitigation as needed. Handles inbound phone calls and emails during peak periods or major incidents. Participates in an on-call rotation for escalation of critical issues and guidance and mentoring to Service Desk staff.

MINIMUM EDUCATION & EXPERIENCE

High School diploma or equivalent and 5 years of related experience required
Associate's degree preferred
Or equivalent combination of education and experience
1 year of experience in leadership or supervisory capacity preferred

KNOWLEDGE, SKILLS AND ABILITIES

Ability to travel between work sites required
Strong organizational skills with proven ability to meet deadlines, prioritize workload and manage resources and time effectively required
Excellent leadership, communication, presentation, analytical and problem-solving skills. Ability to diffuse difficult situations required
Exceptional customer service skills and ability to respond appropriately to environment and audience demonstrating diplomacy and tact required
Ability to execute multiple tasks, perform under pressure and demonstrate adaptability and flexibility required
PC and Windows knowledge, particularly Microsoft Office suite preferred
Intermediate understanding of LAN/WAN technologies preferred
Network troubleshooting and network configuration troubleshooting skills (TCP/IP) preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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Refine Your Search

higher education jobs in rochester, ny

Supervisor, Service Desk

EHR Applications Analyst I

Clerk I, Student Rights and Responsibilities (H...

Customer Technology Spec I

Communications Specialist II

Inventory Planning Coordinator III

Content Assistant Director, UM&C

Benefits Specialist I

Data Analyst

Supervisor, Medical Office

Data Analyst I - Drug Diversion Analyst

Dining Operations Coordinator

Director of Academic Support and Advocacy

Supervisor Supply Chain

Lead Process Improvement Specialist, Wellbeing

Development Program Assistant, AS&E Advancement

EHR Applications Analyst II

Sr Project Manager, Wellbeing

Staff Admin II, Department

Department Coordinator IV

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