Unit Computing Specialist Supervisor-ITSM ServiceDesk - Job at Rutgers University in New Brunswick, NJ

Unit Computing Specialist Supervisor-ITSM ServiceDesk

New Brunswick, NJ

Posted 10 days ago

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Job Description

Position Details

Position Information

Recruitment/Posting Title	Unit Computing Specialist Supervisor-ITSM ServiceDesk
Job Category	Staff & Executive - Information Technology
Department	IPO-Information Technology
Overview	The Division of Institutional Planning & Operations (IP&O) employs a workforce of approximately 2,700 staff, represented by 15 collective negotiations agreements, and is responsible for institutional strategic initiatives and operations, which encompasses an expansive range of comprehensive service and business operations across the State of New Jersey. These include planning and construction, facilities, public safety and emergency operations, environmental health and safety, transportation, housing, and auxiliary/retail operations.
Posting Summary	Rutgers, The State University of New Jersey, is seeking a Unit Computing Specialist Supervisor-ITSM ServiceDesk for the Division of Institutional Planning & Operations (IP&O).Reporting to the Unit Computing Manager of IT Service Desk, the ITSM shift supervisor will oversee service delivery and customer support to ensure Rutgers Institutional Planning and Operations is receiving the highest level of service. Among the key duties of this position are the following: Responsible for delivery of customer facing services within the Service Catalog. Develops, implements, and monitors processes and procedures of Service Operations and ensures documentation is updated for use of all Rutgers IP&O Information Technology Service offerings. Works with other department offices to improve delivery of service offerings . Serve as subject matter expert on ITSM projects by providing guidance on ITIL processes including assessment, design, implementation and improvement of those processes Consult with Management regarding documentation, development, and implementation of ITSM strategy, design, operation, transition and continual service improvement processes. Collaborate with Management regarding implementation and ongoing updates, end-to-end tool requirements to support the effectiveness and efficiency of all ITSM processes. Stay abreast of new trends and technologies pertaining to ITIL best practices. Supervise ITSM processes across the enterprise, including distributed IT, to handle and escalate incidents as they occur to restore defined service levels as efficiently as possible. Coordinating interfaces between incident management and other service management processes Supervise the work of Service desk staff (first- and second line) Monitoring the effectiveness of ITIL Processes and making recommendations for improvement Reviewing incident data to analyze assigned problems to resolution or root cause. Updating the Service Desk knowledge base with new or updated known errors and workarounds. Build relationships with stakeholders to enable proactive decision making and seamless customer experiences. Analyze performance of Service Desk activities and documented resolutions, identify problem areas and develop practices to prevent future incidents through the effectiveness if ITIL processes. Manage all procedures related to identification, prioritization, and resolution of incidents and requests, including the monitoring, tracking and coordination of Service Desk functions. Analyzes information from the team and provides recommendations for resolution through data driven decision making. Perform Tier 1 and Tier 2 support to the business, leading by example; coach and mentor best practices that improves responsiveness; oversee Service Desk Hardware/software deployment, installation, and configuration tasks activities. Perform trend analysis and develop action plans for improving service timeliness and reducing costs. Enforce policies and procedures to ensure consistent service levels and quick resolutions. Supervise the Service Desk technicians, including schedules, and assist in performance improvement plans. Supervise procedures to ensure effective support coordination between all tiers of support. Other duties as required.
Position Status	Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
FLSA	Exempt
Grade	05
Position Salary
Annual Minimum Salary	76341.000
Annual Mid Range Salary	96571.500
Annual Maximum Salary	116802.000
Standard Hours	37.50
Union Description	Admin Assembly (MPSC)
Payroll Designation	PeopleSoft
Benefits	Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to .
Seniority Unit
Terms of Appointment	Staff - 12 month
Position Pension Eligibility	ABP

Qualifications

Minimum Education and Experience	Bachelor's degree or equivalent education and experience plus two years relevant experience in service desk operations and minimum of 2 years as a lead/supervisor of an ITIL practicing service desk .
Certifications/Licenses	Valid drivers license ITIL Foundations V3 certification
Required Knowledge, Skills, and Abilities	Ability to manage multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment Extensive knowledge and experience with multiple client platforms in an enterprise level environment including Windows/macOS and iOS/Android Extensive knowledge of computer hardware and application support Flexibility to work different shifts and have on-call availability as needed and scheduled
Preferred Qualifications	Prefer 3-4 years of experience in service desk operations Experience in university computing environments is preferred, as is experience with networks, LANs, and network software. Technical certifications such as A+, Net+ or Microsoft certifications Strong command of IT Service Management methodologies and demonstrated experience in creating processes that incorporate those guidelines Ability to absorb and retain information and conduct research into a wide range of computing related issues Strong analytical and problem solving skills Must have excellent verbal, written communication skills and organizational skills. Experience managing Enterprise Client Mobility services, including MDM tools and mobility devices (smartphones, tablets, mobile internet) -Ability to educate others in how application features and functionality are designed and used
Equipment Utilized
Physical Demands and Work Environment	Ability to lift 50 pounds
Special Conditions	Clean Driving Record

Posting Details

Posting Number	24ST0986
Posting Open Date	04/25/2024
Special Instructions to Applicants
Regional Campus	Rutgers University-New Brunswick
Home Location Campus	Off Campus
City	Piscataway
State	NJ
Location Details	33 Knightsbridge Rd.

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 100.3.1 , if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address:

Job Summary

Company

Rutgers University

Start Date

As soon as possible

Employment Term and Type

Regular, Full Time

Required Education

Bachelor's Degree

Required Experience

2+ years