Responsible to the Associate CIO and Chief of Staff for Information Technology Services (ITS) for providing strategic direction for customer support and help desk activities, including staffing requirements, appropriate service modalities, communications, and strategic planning; providing leadership, development, and management of staff for facilitating customer service initiatives; tracking and monitoring type and volume of requests for assistance; making recommendations for appropriate service offerings and staffing levels based on data analysis; researching advances in customer support technologies and facilitating implementation of cutting edge technologies; recommending products and goals in the strategic planning process; managing daily operations of Help Desk staff; performing hiring activities and providing daily supervision for student and temporary workers operating open labs; collaborating with the Associate CIO and Chief of Staff to assure effective and efficient implementation of the university's technology resources; and contributing to the success of Information Technology Services by demonstrating professionalism and enthusiasm for superior customer support.
Job Category: Administrative
Bachelor's degree required; Two to three years providing customer technology support required. Two years in a supervisory role required.
Founded in 1911 (as East Tennessee State Normal School), East Tennessee State University serves over 15,000 undergraduate, graduate, and professional students. ETSU has eleven colleges and schools, including health sciences, liberal arts, education and business & technology. ETSU is centered on a warm and friendly residential campus nestled in the secure and beautiful Blue Ridge Mountains of north...east Tennessee. As part of the ETSU community, you will enjoy all the region has to offer, including snow-skiing, various festivals, numerous golf courses and lakes, popular national and state parks, whitewater rafting, the Appalachian Trail, and much more.