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

The Manager supports the Director’s overall responsibility for customer facing IT support and community outreach 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 and Community Outreach initiatives are successfully deployed. The Manager is also a community liaison, ensuring that DIT outreach 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.
(4 years experience/ education)

EXPERIENCE:
5 years experience in a service desk environment, including two years experience in a supervisory role.

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.
- Possess a valid driver’s license.

Preferences

- IT technical support experience preferred.
- Knowledge of at least two of the three major computing platforms supported (Windows, Apple, UNIX) is preferred.

Additional information: 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: 01/03/2022 or open until filled

Please apply at: https://ejobs.umd.edu/postings/91161

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 ] 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.


EOE/AA