Manager, Terrapin Tech + Service Desk Support Center
Position #: 126598

The Manager supports the Director’s overall responsibility for customer facing IT support and by overseeing daily operations of Terrapin Tech activities. Duties include: collaborating with the Director and other managers to create a strategic vision for Community Support & Outreach, providing daily and weekly service statistics, developing and carrying out quality assurance activities, leading projects, developing and deploying knowledge-centered support methodologies, reconciling issues raised to management, and representing Terrapin Tech and community outreach interests on project teams. The Manager receives strategic direction from the Director to ensure daily operations align with organizational goals.

In addition to daily operations, the Manager acts as a project manager, ensuring Terrapin Tech initiatives are successfully deployed. The Manager is also a community liaison, ensuring that DIT support strategies are coordinated and align with services to meet customer needs. In addition, the manager is responsible for connecting Terrapin Tech and DIT to the broader campus community by creating agreements and cultivating relationships with vendors, individuals, and other relevant campus organizations. The manager also acts as a business analyst, capturing and analyzing business processes and technology initiatives, and ensuring adequate service deployment.

Minimum qualifications

Education: Bachelor’s degree or an equivalent combination of education and experience. Except for qualifications established by law, additional related experience in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education requirements on a year-for-year basis with one year of experience being equivalent to 30 college credits.

Experience: 

5 years experience in a service desk environment, including two years experience in a supervisory role and at least 1 year working in a retail environment.

Knowledge, Skills, and Abilities:

• Strong customer service skills.
• Strong leadership skills.
• Strong writing and verbal communication skills.
• Ability to lead team members, instruct, direct, assist, guide, and share information with both technical and non-technical personnel alike.
• Ability to prioritize and execute against multiple competing tasks.
• Effective problem solving skills.

Other: This position requires an incumbent to possess and maintain a driver’s license valid in the State of Maryland with fewer than 6 points.

Preferences:

• IT technical support experience preferred.
• Knowledge of at least two of the three major computing platforms supported (Windows, Apple, UNIX) is preferred.
• Help Desk Institute Customer Service Representative (HDI-CSR).

Additional certification:

Preferred: ITIL certification

Additional information: 

Benefits Included:

• Medical, [uhr.umd.edu] dental [uhr.umd.edu], and vision  [uhr.umd.edu]coverage designed to help you and your family live a healthy lifestyle.
• Flexible work opportunities
• UMCP Tuition Remission [uhr.umd.edu] for employees, and their dependents to grow and achieve greatness.
• Generous paid time off package [uhr.umd.edu] to address work/life balance and maintain well-being.
• Retirement Benefits [uhr.umd.edu] created to aid employees in reaching future retirement goals.
• And many more… [uhr.umd.edu]

Salary range low $80,000s to upper $90,000s

**This position does not provide sponsorship for Visas.

Physical demands: 

This position requires the ability to lift computer equipment, occasionally travel across campus to different locations and to operate a motor vehicle.

Best consideration date: 02/23/2023 or open until filled

Please apply at: https://ejobs.umd.edu/postings/104091 

Vaccine protocol: The University of Maryland has made the safety of our students, faculty and staff, and our surrounding communities a top priority. As part of that commitment, the University System of Maryland (USM) recently announced that students, faculty, and staff on USM campuses this fall, including UMD, are required to be vaccinated against COVID. As a prospective and/or a new employee at UMD, you will be required to comply with the University’s vaccination protocol. Proof of full vaccination will be required before the start of employment in order to work at any University of Maryland location. Prospective or new employees may seek a medical or religious exemption to the vaccination requirement at return.umd.edu [ejobs.umd.edu] and must have an approved exemption prior to the start of their employment. Failure to provide proof of vaccination or to obtain approval for a medical or religious exemption will result in the offer of employment being rescinded.

Background Check: Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.

EOE/AA