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A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

The Computer Aided Engineering Network (CAEN) is the college­-level IT group in the College of Engineering at the University of Michigan.  CAEN has a long and successful history of providing innovative IT services to the students, faculty and staff in the College of Engineering.

 

CAEN has an opening for an experienced desktop support manager. The person we hire will lead our group of talented and dedicated desktop IT support professionals who provide support to several academic and administrative departments within the college.  They will be responsible for overseeing the daily work of the group to ensure that we are meeting our customers’ IT needs and delivering a high quality customer service experience.

 

We are looking for someone who enjoys supporting and working closely with faculty, staff and students in an academic setting.  A person with both managerial and technical experience, who keeps up with new technologies and can share their knowledge and enthusiasm with our customers and staff.  If you’re ready for your next great work opportunity, then we’re looking forward to working with you.

 

For more information about CAEN, please visit: caen.engin.umich.edu

For more information about the College of Engineering at the University of Michigan, please visit: www.engin.umich.edu

 

Responsibilities*

40% Oversee desktop support activities

Ensure timely response to customer requests.  Coordinate escalation of complex issues to tier three support staff.  Plan, communicate and implement technology upgrades.  Research IT solutions and make recommendations for the improvement of IT systems and IT infrastructure.  Facilitate the implementation of campus-wide IT initiatives in supported departments.  Serve as the primary point of contact for CAEN with department administrators in supported departments.  Coordinate IT security incident response across supported departments; ensure that security procedures are implemented and enforced.  Develop and maintain standard practices and procedures where appropriate; document and support unique IT environments within supported departments.  Prepare budgets and reports within areas of responsibility.

 

40% Manage desktop IT support staff

Hire, train, and schedule staff.  Evaluate staff performance; recognize and reward excellence; coach and correct suboptimal behavior.  Work with individual staff in the field on a regular basis to ensure that consistent and professional customer service is being provided.  Lead regular group meetings to inform staff of upcoming events and compare notes on open issues.  Arrange staff schedules to allow for job shadowing in order to promote knowledge sharing across supported departments.  Plan and arrange for regular training and professional development opportunities.  

 

20% Work with IT managers and staff in other departments

Coordinate multi- and cross-department support activities and programs.  Fulfill short-term staffing coverage requests from other departments.  Participate in regular college-wide IT manager meetings.  Promote the use of standards-based practices and the sharing of common procedures and resources across departments as appropriate.

 

Required Qualifications*

  • Bachelor’s degree in an engineering, science, or technology field.

  • Three or more years of experience in a primarily managerial role supervising staff on a daily basis.

  • Three or more years of experience in a primarily technical role administering IT systems including Windows-based and Mac-based computers.

  • Demonstrated customer service experience.

  • Demonstrated ability to provide consistent performance feedback to direct reports, as well as advance their professional development and career growth.

  • Exceptional interpersonal and communication skills.

  • Must qualify as a "U.S. Person" as defined by U.S. government regulations for export control data such as ITAR and EAR.

Desired Qualifications*

  • Master’s degree in an engineering, science, or technology field.

  • Experience hiring, training and evaluating staff in customer service and technical IT roles.

  • Experience providing IT support in an academic environment.

  • Experience managing compliance and risks related to use of regulated and other sensitive data (ITAR/EAR, FERPA, HIPAA, FISMA, etc.).

  • Experience delivering IT support in organizations with several hundred or more IT customers.

  • Experience using, installing and supporting multiple Linux distributions.Desk

Additional Information

  • Job requires completion of a general lab safety training course during the first three months of employment.

  • Job requires moving between multiple campus buildings on a regular basis.

  • Job duties are performed during normal business hours, with occasional work outside of normal business hours for planned upgrades and best-­effort response to major outages.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.