Website University of Arizona
All qualified candidates are encouraged to apply for the position of the Assistant Director, 24u002F7 Support Center, however, candidates with superior teamwork skills will be given priority. New vacancies are expected to be filled soon, therefore, apply online at the University of Arizona website as soon as possible.
Job: Assistant Director, 24u002F7 Support Center
$80,000 a year
Company: University of Arizona
Location: Tucson, AZ
The 24/7 Support Center provides assistance with both Information Technology and general inquiries about University services. Information Technology support is available for centrally-provided services such as email, network connectivity, enterprise applications, as well as personally owned computing equipment for campus community members. Team members work closely with technical staff from other UITS departments and the campus community to ensure IT requests are handled efficiently and expediently through the proper channels. University Services team members are responsible for the main University of Arizona phone lines and provide general support for the campus community.
This position will not sponsor applicants for work visas.
Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state retirement plan; access to UA recreation and cultural activities; and more!
The University of Arizona has been listed by Forbes as one of America’s Best Employers in the United States and WorldatWork and the Arizona Department of Health Services have recognized us for our innovative work-life programs. For more information about working at the University of Arizona, please click here.
The University of Arizona is in the process of creating a new classification and compensation architecture. This University Career Architecture Project (UCAP) will revolutionize the way we think about professions and manage compensation at the UA. It is a two year initiative that will replace the current classified staff and appointed professional categories of employment with market-based job functions and families. As an applicant, UCAP will create clearer career paths and opportunities and will help you make more informed pay decisions. To learn more about this project, please visit ucap.arizona.edu.
Duties & Responsibilities
Provide strategic and administrative oversight for 24/7 Support Center facilities, personnel, operations, and
Design and implement scalable solutions for automated and self-service technology, to provide customers more choice and create capacity in an environment of increasing demand.
Collaborate with campus colleges / departments to extend functionality of the service center.
Collaborate with other UITS groups to ensure clear bi-directional communication about changes to services and deployment of new services.
Foster a culture of teamwork, creativity, and extraordinary customer service.
Provide technical direction and participate in technology integration planning for service center systems.
Ensure requests are handled efficiently and expediently through the proper channels.
Ensure customers are able to find answers or resolve issues using their preferred method of support.
Utilize specific, measurable, attainable, relevant and timed objectives for team members.
Ensure team members receive appropriate training and ongoing feedback to maintain skills in a rapidly-changing environment.
Motivate team members via performance assessment and coaching, career planning, and educational goals.
Ensure appropriate follow-up with internal and external customers.
Think of new and better ways to improve the customer experience and the overall effectiveness of the Support Center.
Additional duties as assigned.
Knowledge, Skills, & Abilities
Excellent oral and written communication skills to be used to interact proficiently with all levels of management and staff.
Self-directed and self-motivated with excellent attention to detail.
Ability to master multiple priorities.
Understanding and experience with Service Management strategies.
Adept at working with diverse populations and able to communicate effectively with different levels of technical and professional expertise.
Demonstrated ability to coach leaders and managers.
Ability to track and analyze key metrics and trends.
Decision making skills, considering the long-term implications and short-term gains of the decisions that are made.
Excellent organizational, analytical, communication, presentation, and negotiation skills.
Integrity and character.
Ability to motivate and engage staff.
Passion for service excellence.
Minimum of seven years’ relevant support center experience, with increasing level of responsibility including two years of managerial experience, preferably in a 24/7 environment, OR an equivalent combination of experience, training and/or education.
Understanding of and experience implementing enterprise-level Self-Service strategies;
Understanding of and experience with staffing and scheduling a 24/7 service center supporting customers across multiple channels.
FLSA Exempt Full Time/Part Time Full Time Number of Hours Worked per Week 40 Job Category Computer, Engineering and Technical Benefits Eligible Yes – Full Benefits Posted Rate of Pay $80,000 – $90,000 DOE