Help Desk Assistant Manager

Gainesville, FL - USA

Monthly Salary: Not Disclosed

Posted on: 01-11-2025

Vacancies: 1 Vacancy

Job Summary

Classification Title:	IT Support Supervisor
Classification Minimum Requirements:	A bachelors degree; or associates degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Job Description:	UF Information Technology (UFIT) is currently seeking a professional level Help Desk Assistant Manager to join Academic Technology a unit within UFIT. UF Information Technology (UFIT) enables teaching learning research and service on campus and across the region with state-of-the-art enterprise IT systems including SEC and SUS universities and the opportunity to teach using HiPerGator. The Help Desk Assistant Manager is responsible for overseeing the day to day operations of the Help Desk student workforce and assisting the Help Desk Manager as needed. Some key responsibilities and characteristics of this position are: Oversight of student employees including onboarding scheduling and performance management Works closely with Help Desk Training and Quality Control to ensure student employees deliver high quality customer service Addressing customer service issues that are escalated and serving as a resource for other staff Collaborating with Help Desk and other UFIT staff to identify and implement improvements to IT services provided Works with the Help Desk Manager to provide support and oversight to full-time help desk staff as needed About UF Information Technology Led byVice President and CIO Elias Eldayrie the eight departments comprising UFIT are: Academic Technology; Applications Development and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. UF Information Technology (UFIT) enables teaching learning research and service on campus and across the region with state-of-the-art enterprise IT systems including SEC and SUS universities and the opportunity to teach using HiPerGator. For more information about UFIT and its goals and governance visithttps:// the University of Florida One of Americas all-around best universities the University of Florida drives future-making education eye-opening discoveries life-saving health care and community-building collaboration for our state our nation and our world. UF is in Gainesville a city of approximately 150000 residents in North-Central Florida 50 miles from Floridas West Coast 67 miles from the Atlantic Ocean and within a 2-hour drive to large metropolitan areas (Orlando Tampa Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities including hiking biking and nature photography. UFs large college sports programs museums and performing arts center support various activities and cultural events for residents to enjoy. Learn more about what Gainesville has to offer atVisit Gainesville. Exceptional Benefits UF provides various leave programs based on an employees salary plan including vacation sick leave holidays personal leave days and paid family addition to paid time off the University of Florida offers a very competitive benefits package.
Expected Salary:	$61000 - $68000; commensurate based on education and experience.
Required Qualifications:	A bachelors degree; or associates degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Preferred:	The ideal candidate will possess the following education experience and skills: Prior call center or help desk experience Extensive customer service experience Prior supervisory or leadership experience Experience analyzing business trends in order to create schedules and procedures to meet customer needs Experience working with student employees
Special Instructions to Applicants:	Work visa sponsorship is not available for this position A Level 2 Criminal Background Screening is required. Applicants are required to submit the following with their application: Cover Letter Resume List of professional references with contact information(Minimum of 3 with one from a previous or current supervisor) The application must be submitted by 11:55 p.m. (E.T.) of the posting end date.
Health Assessment Required:	No

Required Experience:

Manager

Classification Title:IT Support SupervisorClassification Minimum Requirements:A bachelors degree; or associates degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may sub...

Classification Title:	IT Support Supervisor
Classification Minimum Requirements:	A bachelors degree; or associates degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Job Description:	UF Information Technology (UFIT) is currently seeking a professional level Help Desk Assistant Manager to join Academic Technology a unit within UFIT. UF Information Technology (UFIT) enables teaching learning research and service on campus and across the region with state-of-the-art enterprise IT systems including SEC and SUS universities and the opportunity to teach using HiPerGator. The Help Desk Assistant Manager is responsible for overseeing the day to day operations of the Help Desk student workforce and assisting the Help Desk Manager as needed. Some key responsibilities and characteristics of this position are: Oversight of student employees including onboarding scheduling and performance management Works closely with Help Desk Training and Quality Control to ensure student employees deliver high quality customer service Addressing customer service issues that are escalated and serving as a resource for other staff Collaborating with Help Desk and other UFIT staff to identify and implement improvements to IT services provided Works with the Help Desk Manager to provide support and oversight to full-time help desk staff as needed About UF Information Technology Led byVice President and CIO Elias Eldayrie the eight departments comprising UFIT are: Academic Technology; Applications Development and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. UF Information Technology (UFIT) enables teaching learning research and service on campus and across the region with state-of-the-art enterprise IT systems including SEC and SUS universities and the opportunity to teach using HiPerGator. For more information about UFIT and its goals and governance visithttps:// the University of Florida One of Americas all-around best universities the University of Florida drives future-making education eye-opening discoveries life-saving health care and community-building collaboration for our state our nation and our world. UF is in Gainesville a city of approximately 150000 residents in North-Central Florida 50 miles from Floridas West Coast 67 miles from the Atlantic Ocean and within a 2-hour drive to large metropolitan areas (Orlando Tampa Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities including hiking biking and nature photography. UFs large college sports programs museums and performing arts center support various activities and cultural events for residents to enjoy. Learn more about what Gainesville has to offer atVisit Gainesville. Exceptional Benefits UF provides various leave programs based on an employees salary plan including vacation sick leave holidays personal leave days and paid family addition to paid time off the University of Florida offers a very competitive benefits package.
Expected Salary:	$61000 - $68000; commensurate based on education and experience.
Required Qualifications:	A bachelors degree; or associates degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Preferred:	The ideal candidate will possess the following education experience and skills: Prior call center or help desk experience Extensive customer service experience Prior supervisory or leadership experience Experience analyzing business trends in order to create schedules and procedures to meet customer needs Experience working with student employees
Special Instructions to Applicants:	Work visa sponsorship is not available for this position A Level 2 Criminal Background Screening is required. Applicants are required to submit the following with their application: Cover Letter Resume List of professional references with contact information(Minimum of 3 with one from a previous or current supervisor) The application must be submitted by 11:55 p.m. (E.T.) of the posting end date.
Health Assessment Required:	No