Senior Manager of Technology HelpDesk Services

Position Title: Senior Manager of Technology HelpDesk Services

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Unified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking a Senior Manager of Technology HelpDesk Services with strong supervisory skills, excellent customer service skills, and a strong technical background providing advanced technical support for technology resources including Windows and macOS computers, mobile devices, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration. The person filling this role should expect to support a wide range of campus technologies and systems. The person filling this position will oversee the operations of the Technology Helpdesk and Hardware Repair units and associated team members.

Our Statement on Inclusiveness

At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define ‘inclusiveness’ as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.’ As such, this value incorporates a commitment to inclusive excellence and freedom of expression.

Benefits and Community

Ball State University offers an excellent benefits package for eligible positions. Click here to explore options.


 

• Affordable Healthcare
  
   
• Retirement
  
   
• Tuition Remission (For eligible employees, their dependents, and spouse)
  
   
• Paid Parental Leave
  
   
• Professional Development

Pay Range Minimum:

$70,000

Position Function:

Manage the Technology HelpDesk, TechTime, GeekLab, and Hardware Repair teams within Unified Technology Support; provide leadership within the Tech Center, offering guidance related to customer service best practices, adherence to UTS/IT procedures, and advanced technical expertise for the full-time staff and student employees within UTS; lead technical projects and serve on UTS/IT project teams as well as interdepartmental committees; advise and support faculty, students, and staff in their effort to resolve a variety of technical, informational, and policy-related issues; monitor issues and escalate items to UTS management when appropriate; ensure appropriate and timely solutions; work and partner with other departments to resolve technology issues.

Minimum Education

1. Bachelor’s degree from an accredited college or university by date of appointment.
Or, in lieu of Bachelor’s degree:
2. Associate’s degree plus an additional combination of education or experience in IT equivalent to two years.
Or
3. High school diploma or GED plus an additional combination of education or experience in IT equivalent to four years.

Minimum Experience

At least three years of experience working in Information Technology providing technical support for technology resources including computers, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration; knowledge of remote access applications; at least three years of experience working in a customer service environment with a focus on technical support and/or HelpDesk environment; training/instructional experience; supervisory or project management experience.

Minimum Other

Excellent oral and written communication skills; excellent interpersonal skills; strong analytical and problem-solving skills. Must be willing to be on-call evenings and weekends as needed to provide support during system outages or scheduled updates. This also includes peak times such as the start of a semester.

Preferred Education

Bachelor’s or Master’s degree in Information Technology, Computer Science, MIS, computer technology or related field.

Preferred Experience

More than five years of experience with advanced technology support; computer hardware repair, networking, and IT Security knowledge; experience working in a help desk or computer/technology support environment; experience in an academic environment or comparable setting with knowledge of business operations; experience with Apple and Windows MDM systems; supervisory experience; professional documentation experience; experience with implementing or managing IT Security projects or initiatives.

Pre-Employment Screening

Requires successful completion of a background check.

EEO Statement

Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.

About Ball State University

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master’s, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.

Authorization to work in the US

Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.