Information Technology Manager II

Job Title
Information Technology Manager II


Requisition Number
RE47918


Working Title
Field Services Manager


Department Name
3L700:ITS Customer Spt & Student Enablement


Work Location
Lexington, KY


Grade Level
47


Salary Range
$57,158-94,286/year


Type of Position
Staff


Position Time Status
Full-Time


Required Education


BS




Click here for more information about equivalencies:
https://hr.uky.edu/employment/working-uk/equivalencies


Required Related Experience


5 yrs




Required License/Registration/Certification

None



Physical Requirements

The physical requirements of this position include: Occasional lifting, pushing, and/or pulling objects up to 25lbs; occasional standing or walking with objects 10-25lbs; regularly sitting at a computer workstation for extended periods of time with regular repetitive motions (such as typing); utilizing mouse, keyboard, and phone for portions of the day. Ability to travel to various locations on and off-campus for meetings.



Shift

Primarily days (i.e. Monday – Friday, 8a-5p) Please be aware that as an exempt position, job duties will require the employee to be available to respond during off-hours in case of an emergency.



Job Summary

We are seeking a Manager to oversee and optimize our IT customer service operations. In this role, you will manage day-to-day customer services, including service desk, telephone, and supporting field services operations. You’ll be responsible for ensuring efficient resolution of IT service requests, incidents, and problems, as well as the escalation of complex issues. Your role will involve analyzing performance data, implementing improvements, and ensuring compliance with cybersecurity policies.



You will establish and maintain strong customer relationships, address concerns, and drive customer satisfaction through effective issue resolution. Additionally, you will manage field service technician performance, enforce service standards, and ensure clear communication with customers. Your responsibilities will extend to resource allocation, security compliance, and process evaluations.

There is an internal employee being considered for this position (IEBC).



Skills / Knowledge / Abilities

Experience managing a large customer service area, including support of students, faculty, and staff. Experience supporting customer’s technology focused needs.



Does this position have supervisory responsibilities?
Yes


Preferred Education/Experience

Bachelor’s degree plus 6 years’ experience preferred. Supervisory experience preferred.



Deadline to Apply
11/05/2024


Our University Community

We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.