Director of Technology Support Services
University of Indianapolis - Indianapolis, IN

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The Division of Information Systems at the University of Indianapolis seeks applications for a Director of Technology Support Services. This is a full-time, exempt staff position.

The director reports to the assistant vice president of Information Systems and will provide leadership, management, and oversight of the Technology Support Service operations within the Information Systems at the University of Indianapolis. This is a new department encompassing various aspects of technical support including, but not limited to, Help Desk operations, field technical support, desktop hardware and software installations, upgrades, refreshes and classroom technology support and management. The director will play an integral role in structuring the department to provide the most efficient and effective customer service model. The successful candidate will oversee professional staff and student workers and will provide leadership for customer service initiatives within Information Systems. The successful candidate must possess outstanding customer service skills, a dedication to assisting technical and non-technical users, and a background in technical training.

Special Instructions to Applicants

Required Education/Experience/Skills (Minimum Qualifications)
Bachelor’s degree. A minimum of three years of managerial and proven customer service experience, with an in-depth knowledge of customer service principles and practices, preferably in a help desk environment. Additionally, strong, demonstrated, written and verbal communication skills; demonstrated ability to guide customers through established troubleshooting procedures to identify and resolve technical problems; experience documenting issues and resolutions for future issues of the same nature; demonstrated attention to detail; and demonstrated ability to plan, organize, and follow up on projects and initiatives.

Desired Education/Experience/Skills (Additional Qualifications)
Five years or more of managerial experience in a higher education environment; technical writing experience to assist with procedural documentation; knowledge of technical troubleshooting skills; experience with higher education software packages (e.g. Ellucian Banner, Luminis, Help Desk ticketing systems, learning management systems).

Work Hours
8:00 a.m.-4:30 p.m. Monday-Friday (though additional hours may be necessary, on occasion, for maintenance or certain campus events)

Job Open Date
02/08/2013

Job Close Date

Open Until Filled
Yes

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