Apply today for an opportunity that offers exposure to a broad technology landscape and the experience to lead a team of dedicated IT professionals! At the University of Minnesota - Office of Information Technology, we are seeking a team lead who will oversee the day-to-day work of a team of service desk consultants who support the messaging, calendaring and identity management services. You would use your unique talents to support this team, which is the second-tier escalation point for core technologies within our IT Service Portfolio. This position will have an opportunity to work with multiple groups, including tier one support professionals, application developers, business analysts, university information security analysts and other departmental contacts throughout the university.
Successful candidates will possess:
Strong leadership and team-building skills.
A commitment to streamlining internal processes to create a better experience for customers.
Demonstrated problem solving and troubleshooting capabilities.
Ability to work independently or collaboratively with others, while being self-directed.
Ability to handle multiple responsibilities with a close attention to detail.
Passion for learning new technology.
Flexible and effective communication and writing skills.
Composure when operating in a busy environment and ability to effectively manage time.
MN State Retirement System (MSRS) pension plan - tax deferred.
13 paid vacation days per year (starting accrual rate), in addition to 13 paid sick days and 11 paid holidays.
Reduced tuition opportunities covering 75% - 100% of eligible tuition.
Excellent and affordable health care benefits.
Wellness program with opportunity to earn lower health care rates.
Annual merit increase program.
Provide support for systems that require comprehensive knowledge and expertise of messaging, calendaring, and identity management systems in a complex enterprise environment.
Evaluate and drive process improvements to ensure quality service delivery.
Create and execute continuous improvement plans for creating, documenting, and implementing new solutions for technology knowledge documents.
Serve as an escalation point for team members and other staff regarding sensitive, unresolved and/or complex issues.
Use ticketing system to respond efficiently and accurately to customer questions, concerns, and requests.
Oversee team’s incident resolution and ensure service expectations are met.
Exercise strong decision making skills and appropriate discretion related to severity and prioritization of incidents.
Identify and address team training needs through observation and collaboration.
Communicate emerging technology issues to business/systems analysts and software developers.
Continually build knowledge of new products and service offerings to provide effective advice and guidance to users.
Perform various special projects - documentation, sharing of information, training of peers to maintain skill levels relative to current and emerging technologies, and delivery of orientations to new University students and staff.
Required Qualifications (must be documented on resume):
Bachelor’s degree and two years of relevant work experience, OR a comparable combination of education, training and/or experience
Experience and proficiency with multiple operating systems which could include Windows, Apple/Mac, or Linux-based operating systems.
Demonstrated strong customer service skills.
Preferred Qualifications (please document on resume, if applicable):
Understanding of ITIL and its processes.
Knowledge of IT data security policies.
Leadership experience including, but not limited to, leading teams, supervising, and/or managing others.
Some prior experience with messaging and calendaring or identity management systems, problem resolution, and process improvement.
Experience in producing end-user documentation and/or training guides.
Ability to learn new computer applications quickly.
Relocation expenses are negotiable.
Internal Number: 327404
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.
BACK TO TOP
ISACA Career Centre is Just One of the Benefits.
Discover what else ISACA Membership has to offer!
The job you are trying to reach from was originally posted at ISACA Career Centre.