IT Customer Support - Manager

　　Available Title(s):

　　486CS-NNCSNPS - IT Customer Support - Manager

　　Business Title:

　　IT Customer Support - Manager

　　Employee Type:

　　Classified

　　Time Type:

　　Full time

　　Position Term:

　　12 Month

　　Position Details:

　　Summary of Duties:

　　The IT Customer Support Manager has a crucial role supporting the Director of IT and Operations in the College of Arts and Sciences (CAS). CAS is seeking an experienced IT professional who is organized, self-motivated, with a positive outlook who can help CAS provide excellent IT customer support services while helping develop and implement new technologies and procedures that ensure we are following state, university, and college policies. This position provides technical staff supervision of the hands-on IT suppor group and works collaboratively with the Systems Administrator and Instructional Lab Supervisor and must be able to perform advanced technical work. As a manager of assigned staff, this position is responsible for ensuring that helpdesk staff are properly supervised using proven leadership. This position will direct staff in their respective job functions, as well as providing constructive feedback and assisting with the ongoing professional development of staff. This position works closely with the university's central enterprise ITS groups as well as collaboratively with other distributed IT groups at WSU.

　　Required Qualifications:

　　• A Bachelor's degree and four (4) years professional IT experience of which one (1) year must have been in a leadership role OR a combination of education and experience totaling eight (8) years from which comparable knowledge and abilities are acquired.

　　• Demonstrated experience working with helpdesk/service desk ticketing systems.

　　• Demonstrated knowledge of Windows and macOS operating systems and associated hardware and software.

　　• Demonstrated experience and ability to work with a team to provide customer support.

　　Preferred Qualifications:

　　• More than one (1) year experience leading and/or supervising staff.

　　• Experience working in a university environment.

　　• The ability to manage multiple concurrent projects and to reason analytically.

　　• The ability to work with and train people possessing differing levels of technical knowledge.

　　• Effective verbal and written communication skills and proficiency in writing technical specifications.

　　• The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds.

　　• Demonstrated experience with Active Directory OU management.

　　• Demonstrated experience working with endpoint management and security systems.

　　Additional Information:

　　Area/College: College of Arts and Sciences

　　Department Name: CAS IT

　　City, State, Zip: Pullman, WA 99163

　　Department Link: https://cas.wsu.edu/casit/

　　Monthly Salary: Range RO8IT | $7,648 to $10,289 (A-M) | Successful candidates typically begin at the beginning of the salary range and receive scheduled salary increment increases in accordance with WAC 357-28. WSU offers a comprehensive benefits package which includes: paid sick and vacation leave; paid holidays; medical, dental, life and disability insurance package for employees and dependen