Assistant Director, Marshall Technology Support (on-site)
Assistant Director, Marshall Technology Support (on-site) USC Marshall School of Business Information Technology - Marshall Technology Support The Marshall Technology Support (MTS) group provides technology assistance and support for Marshall faculty and staff offices, libraries, student and instructional spaces. Additionally, the group provides budget management for the IT and Library groups, procurement services to faculty, and asset management for Marshall. Our service area covers the Marshall University Park Campus and downtown areas as well as remote assistance. This team offers assistance in classroom, meeting/conference room or learning environment spaces and handles start-up and shut-down of classroom equipment such as projectors, screens, instructional station, etc. as well as use of the equipment. The team also provides setup and ongoing support of Marshall computer equipment to faculty and staff. Responsibilities and Duties The Assistant Director (AD) will be responsible for ticket triage, ticket management and efficient resolution of support and/or service requests submitted thorough our service management platform, ServiceNow. As the supervisor, the Assistant Director provides support and guidance to the group of MTS technicians and student staff when escalation or assistance is needed on service or ticket resolution. The AD will work closely with their supervisor, the MTS Associate Director, on project coordination and management. The AD will collaborate across Marshall departments to ensure quality outputs for the Marshall community. The AD will analyze data from service requests and incident tickets to identify areas of opportunities for improved customer service for continuous improvement of operations. This position will supervise seven (7) MTS desktop technicians and student staff and work on-site. The AD is expected to foster a collaborative and positive environment which is critical to encouraging knowledge share and support among the team. Core duties include:
Ticket triage, assignment, and ticket management for Marshall IT through ServiceNow Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Meeting internal service level agreements set by Marshall IT Support faculty and staff in their computing needs by identifying trends, issues, and opportunities based on service and support tickets Act as a resource for MTS technicians and point of escalation for service and support Collaborate with Marshall IT departments to introduce new technologies to Marshall community Provide recommendations on hardware offerings to faculty and staff Partner with IT Business Relationship Manager on identifying training ideas and opportunities for Marshall community Day-to-day management and supervision of desktop technicians and student staff Hire, train, and evaluate performance for student support staff, including ServiceNow and Five9 contact center training. Provide phone support, as needed Partner with Marshall departments on projects by coordinating IT support Back up desktop technicians, as needed Preferred Qualifications Strong written and oral communication skills Ability to work with and manage the expectations of diverse and vocal stakeholders in a diplomatic fashion. Knowledge and understanding of best practices for service management. Ability to be flexible and adaptable in the face of changing priorities and fluctuating workloads Experience in a higher education environment, preferably in an IT department Knowledge and experience in team supervision, development, and mentoring Strong customer service skills and emotional intelligence Ability in managing competing demands and meeting deadlines Proficient in OneDrive, Teams, and Office Suite Experience interacting and communicating with senior administration and faculty Directly related program management experience ITIL certification Demonstrated experience with ServiceNow or other ticketing systems. Ability to work independently with little supervision. Required Documents and Additional Information Resume and cover letter required (may be uploaded as one file). Please do not submit your application without these documents. Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended, so please apply on the same business day if interested. USC is requiring all students, faculty and staff to submit proof of COVID-19 vaccination and flu vaccination in order to access campus facilities for the fall semester. There is exemption process available for medical and religious reasons. Your safety is our top priority. USC has excellent benefits, including health benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans with employer contributions ; tuition benefits for staff and their family; free Professional Development classes; central Los Angeles location with easy access to commuter trains, buses and free tram pick up services; discounts to sporting and other campus events. The University of Southern California is an Equal Opportunity Employer that Values Diversity. University employer contributions may be subject to change due to financial impact of COVID-19 Why join the USC Marshall School of Business? The USC Marshall School of Business is ideally positioned to address the challenges of a rapidly changing business environment and is ranked as one of the country's top schools for accounting, finance, marketing, consulting, entrepreneurship and international business studies. USC Marshall builds on the unique opportunities that stem from its Los Angeles location on the Pacific Rim, its interdisciplinary and impactful research, the momentum generated by the University of Southern California, and the unparalleled engagement of the Trojan Alumni Family. With ready access to industries defining the new business frontier, including bio-technology, life sciences, media, entertainment, communications and healthcare, this vast network offers USC Marshall graduates exceptionally strong support for success in the global marketplace. Minimum Education:
Bachelor's degree Combined experience/education as substitute for minimum education Minimum
Experience:
2 years Minimum Field of Expertise:
Experience in computing environments; specific user support experience with operating systems, microcomputers, networks, LANs, and network software. Supervisory experience.
Salary Range:
$100K -- $150K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
Ticket triage, assignment, and ticket management for Marshall IT through ServiceNow Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Meeting internal service level agreements set by Marshall IT Support faculty and staff in their computing needs by identifying trends, issues, and opportunities based on service and support tickets Act as a resource for MTS technicians and point of escalation for service and support Collaborate with Marshall IT departments to introduce new technologies to Marshall community Provide recommendations on hardware offerings to faculty and staff Partner with IT Business Relationship Manager on identifying training ideas and opportunities for Marshall community Day-to-day management and supervision of desktop technicians and student staff Hire, train, and evaluate performance for student support staff, including ServiceNow and Five9 contact center training. Provide phone support, as needed Partner with Marshall departments on projects by coordinating IT support Back up desktop technicians, as needed Preferred Qualifications Strong written and oral communication skills Ability to work with and manage the expectations of diverse and vocal stakeholders in a diplomatic fashion. Knowledge and understanding of best practices for service management. Ability to be flexible and adaptable in the face of changing priorities and fluctuating workloads Experience in a higher education environment, preferably in an IT department Knowledge and experience in team supervision, development, and mentoring Strong customer service skills and emotional intelligence Ability in managing competing demands and meeting deadlines Proficient in OneDrive, Teams, and Office Suite Experience interacting and communicating with senior administration and faculty Directly related program management experience ITIL certification Demonstrated experience with ServiceNow or other ticketing systems. Ability to work independently with little supervision. Required Documents and Additional Information Resume and cover letter required (may be uploaded as one file). Please do not submit your application without these documents. Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended, so please apply on the same business day if interested. USC is requiring all students, faculty and staff to submit proof of COVID-19 vaccination and flu vaccination in order to access campus facilities for the fall semester. There is exemption process available for medical and religious reasons. Your safety is our top priority. USC has excellent benefits, including health benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans with employer contributions ; tuition benefits for staff and their family; free Professional Development classes; central Los Angeles location with easy access to commuter trains, buses and free tram pick up services; discounts to sporting and other campus events. The University of Southern California is an Equal Opportunity Employer that Values Diversity. University employer contributions may be subject to change due to financial impact of COVID-19 Why join the USC Marshall School of Business? The USC Marshall School of Business is ideally positioned to address the challenges of a rapidly changing business environment and is ranked as one of the country's top schools for accounting, finance, marketing, consulting, entrepreneurship and international business studies. USC Marshall builds on the unique opportunities that stem from its Los Angeles location on the Pacific Rim, its interdisciplinary and impactful research, the momentum generated by the University of Southern California, and the unparalleled engagement of the Trojan Alumni Family. With ready access to industries defining the new business frontier, including bio-technology, life sciences, media, entertainment, communications and healthcare, this vast network offers USC Marshall graduates exceptionally strong support for success in the global marketplace. Minimum Education:
Bachelor's degree Combined experience/education as substitute for minimum education Minimum
Experience:
2 years Minimum Field of Expertise:
Experience in computing environments; specific user support experience with operating systems, microcomputers, networks, LANs, and network software. Supervisory experience.
Salary Range:
$100K -- $150K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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