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Device Support Account Manager

Apply now Job no: 497398
Work type: Full-time, Project
Location: Oshkosh Campus
Categories: Non-Instructional Academic Staff

Working Title: Device Support Account Manager
Official Title: IS Specialist
Employment Class: Non-Instructional Academic Staff
FTE: 1.0
Compensation: $45,000 - $55,000
Terms of Employment: Fixed Term-Renewable
Position Summary: IT Account Manager, Information Technology

Working in Information Technology, the IT Account Manager (“account manager”) assures delivery of support services while working under the general guidance of an IT director or team manager.

In fulfillment of this role, this individual works closely with assigned units, developing service delivery requirements and service level agreements. The account manager documents customer systems and requirements, trains personnel to appropriately support and deliver services according to service level agreements, monitors and reports on execution and constituent satisfaction, maintaining close contact with the unit and the support staff to do so. The account manager independently resolves complex problems as needed and works closely with team managers and directors on planning and personnel management.

This position is assigned to IT Director of Infrastructure providing discipline and program-specific technology support.
Responsibilities

Service management and consultation (40%)

  • Document systems and constituent needs and practices associated with their mission.
  • Develop any necessary custom procedures to fulfill service requirements.
  • Manage service delivery and ensure continuity and reliability of services for assigned units.
  • Train support staff in service delivery.
  • Create and monitor service performance metrics and report results to the assigned unit and to central IT management. Plan and implement continuous improvement.
  • Consult with constituents and assigned units on new service requirements, solution development, and product acquisition.
  • Scan emerging technology for potential solutions and innovations.

Service execution (40%)

  • Deliver services within the domain of expertise.
  • Support other account managers to maintain continuity and reliability of service across the institution for all units.
  • Act as a resource to faculty and staff related to discipline-specific or unit-specific software and IT services, such as data management and file storage.
  • Troubleshoot and support hardware and software systems, escalating to senior or specialized staff as needed.
  • Provide training and materials, acquiring or developing as needed.
  • Provide workshops, acquiring or delivering as needed.
  • Consult on specialized applications, emerging technology, or business requirements.
  • Consult or arrange consultation in the application of instructional technologies.
  • Participate in requirements gathering and research of technical solutions for business needs.
  • Manage inventory of technology resources, including planning and coordinating purchases, monitoring contracts and vendor relations.
  • Monitor and support security practices in the department according to IT standards, policies, programs, and procedures, arranging education as needed.
  • Maintain computing labs according to standards and policies.

Service planning and development (10%)

  • Work with assigned unit and constituents to gather and develop service requirements.
  • Develop defined service level agreements.
  • Work with central IT directors and managers to review service level agreements and plan fulfillment.

Communications and relationship management (10%)

  • Communicate regularly with assigned units and constituents, maintaining close contact and sense of personal touch.
  • Build strong relations within IT and with assigned units and constituents.
  • Prepare presentations and reports to continually educate constituents on solutions and innovations.
  • Arrange and oversee training for constituents in needed skill sets.
  • Represent constituent needs relative to IT services and operations.
  • Use good judgment and discretion in sensitive or confidential matters.
Qualifications  
Required:

1. High School Diploma or equivalent.

2. Demonstrated knowledge of computer hardware, software, multimedia, and/or networks.

3. Demonstrated knowledge of, or experience in one or more of the following domains:

  • Desktop/device support
  • ITIL or IT Service Management
  • End user training and support
  • Classroom technology and support

4. Demonstrated experience providing customer support, providing customer care, or building customer relationships.

Preferred:

1. Secondary education in business, technology or related fields.

2. Professional certification in any of the following:

  • ITIL, IT Service Management, or comparable discipline
  • Technology standards such as A+ or comparable
  • Dell, Apple, or HP Hardware

3. Experience working in a higher education setting.

4. Familiarity with the technologies, practices, and expectations of an academic environment.

5. Proficiency with remote support and collaboration tools.

6. Strong attention to detail and follow-through.

7. Ability to troubleshoot complex hardware and software issues and apply a resolution.

8. Ability to learn new applications or complex subject matters quickly and effectively.

9. Ability to work in a team environment.

10. Ability to quickly organize and prioritize multiple tasks and competing demands.

11. Ability to think critically and analyze complex or technical information.

12. Communication skills both oral and written that are professional, effective, sensitive and clear and demonstrate the ability to communicate technical information in a manner easily understood by non-technical personnel.

To Apply:

Applicants must submit the following documents using the online application:

  • Cover letter
  • Resume
  • Contact information for 3 professional references

 

For questions regarding your application and additional options to apply, contact Human Resources at recruitment@uwosh.edu or 920-424-1166.

The University of Wisconsin System is engaged in a Title and Total Compensation (TTC) project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Spring 2020. Job duties and responsibilities will remain the same. For more information please visit: wisconsin.edu/ohrwd/title-and-total-compensation-study/.

Application Deadline:

TO ENSURE CONSIDERATION: Applications received by November 1, 2019 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process. Incomplete and/or late application materials may not receive consideration.

If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact the Office of Human Resources.

Legal Notices:

AA/EO Statement
The University of Wisconsin Oshkosh (UWO) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. We strongly encourage women, minorities, people with disabilities and veterans to apply. UWO, in compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, does not discriminate on the basis of race, color, national origin, religion, sex, sexual orientation, gender identity/expression, disability, or protected veteran status.

Reasonable Accommodations
UWO provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact afaction@uwosh.edu or 920-424-1166. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.

Confidentiality of Applicant Materials
UWO is a State agency and subject to Wisconsin's Open Records Law. UWO will not, however, reveal the identities of applicants who request confidentiality in writing except as may be required by Wisconsin's Open Records law. In certain circumstances, the identities of "final candidates" and/or the identity of the appointed applicant must be revealed upon request.

CBC & Reference Check Policy
All candidates for employment are subject to a pre-employment screening which includes a criminal background check, work authorization, and verification of education. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

Work Authorization
The University of Wisconsin Oshkosh does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.

Annual Security and Fire Safety Report (Clery Act)
For the UWO Annual Security and Fire Safety Reports (i.e., Clery Report), which includes statistics about reported crimes and information about campus security policies, see https://uwosh.edu/police/, or call UWO’s Police Department, at (920) 424-1212 for a paper copy.

 

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Equal Opportunity and Affirmative Action Employer

All candidates for employment are subject to a pre-employment screening which includes a criminal background check, work authorization, and verification of education. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

Contact Us

recruitment@uwosh.edu

920-424-1166


Reasonable Accommodations

The University of Wisconsin Oshkosh is committed to the full inclusion of all qualified individuals. As part of this commitment, UW Oshkosh will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Office of Human Resources, Equal Opportunity, Equity & Affirmative Action, (920) 424-1166 or afaction@uwosh.edu.