Posting Details
Job Title Information Technology Manager II
Requisition Number RE47918
Working Title Field Services Manager
Department Name 3L700:ITS Customer Spt & Student Enablement
Work Location Lexington, KY
Grade Level 47
Salary Range $57,158-94,286/year
Type of Position Staff
Position Time Status Full-Time
Required Education
BS
Click here for more information about equivalencies: https://hr.uky.edu/employment/working-uk/equivalencies
Required Related Experience
5 yrs
Required License/Registration/Certification
None
Physical Requirements
The physical requirements of this position include: Occasional lifting, pushing, and/or pulling objects up to 25lbs; occasional standing or walking with objects 10-25lbs; regularly sitting at a computer workstation for extended periods of time with regular repetitive motions (such as typing); utilizing mouse, keyboard, and phone for portions of the day. Ability to travel to various locations on and off-campus for meetings.
Shift
Primarily days (i.e. Monday – Friday, 8a-5p) Please be aware that as an exempt position, job duties will require the employee to be available to respond during off-hours in case of an emergency.
Job Summary
We are seeking a Manager to oversee and optimize our IT customer service operations. In this role, you will manage day-to-day customer services, including service desk, telephone, and supporting field services operations. You’ll be responsible for ensuring efficient resolution of IT service requests, incidents, and problems, as well as the escalation of complex issues. Your role will involve analyzing performance data, implementing improvements, and ensuring compliance with cybersecurity policies.
You will establish and maintain strong customer relationships, address concerns, and drive customer satisfaction through effective issue resolution. Additionally, you will manage field service technician performance, enforce service standards, and ensure clear communication with customers. Your responsibilities will extend to resource allocation, security compliance, and process evaluations.
There is an internal employee being considered for this position ( IEBC ).
Skills / Knowledge / Abilities
Experience managing a large customer service area, including support of students, faculty, and staff. Experience supporting customer’s technology focused needs.
Does this position have supervisory responsibilities? Yes
Preferred Education/Experience
Bachelor’s degree plus 6 years’ experience preferred. Supervisory experience preferred.
Deadline to Apply 11/05/2024
Our University Community
We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.
As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.
Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.
#CampusGrade
