Supervisor, Technical Support

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
The UT Southwestern Service Desk Supervisor will oversee the daily operations of the Information Resources (IR) IT helpdesk and support team. This role ensures that customers receive timely and effective technical support and customer experience leadership and expertise to the Service Desk technicians. Monitors service desk analytics and reporting and manages a team of 10 Representatives, manages day to day activities of the Information Resources Service Desk, monitors call volumes, functions as escalation point for analysts, develops KB articles, manages timecards, provides coaching to analysts, and functions as escalation point for customers.  This position requires aptitude for leadership/people management, the ability to switch between multiple technical disciplines and provide guidance and support to the team and customers. Experience with ITIL is preferred. This position does not sponsor H1B visa's and is eligible for a hybrid work schedule.  

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION
Required

• Education
  High School Diploma or GED equivalent.

• Experience
  9 years in computer environment including at least six (6) years experience providing technical computer support to customers

JOB DUTIES

• Performs and supervises routine and complex preventive maintenance, testing, and repair with respect to computer hardware and software problems, networking, audiovisual, and/or telecommunications.
• Provides direct supervision to technical support specialists, computer trainers, and help desk representatives; trains new employees; handles day-to-day and complex questions from direct reports.
• Resolves complex systems or computer related problems, including coordination between users and components of local area network.
• Installs software, audiovisual, personal computers, printers, and other peripherals as directed or requested by users.
• Prepares recommendations for modifications or additions to personal computer systems, hardware components, and software applications; researches costs, market options, and trends available to meet user needs; keeps abreast of new and modifies hardware and software.
• Troubleshoots routine and complex technical problems and supports university Help Desk as required.
• Functions as liaison between Information Resources and designated departments for ongoing and special projects, including ensuring users are adequately supported, developing documentation, recommending improvements, implementing new releases and features, and attending committee meetings.
• Evaluates and resolves system configuration and ensures effective use of hardware resources.
• Creates, maintains, and submits various reports, such as equipment failure reports, repair records, and data sheets relative to each user request need.
• Designs web page text and visual content, navigational links, and page layout; consults with users to determine web needs and recommends solutions.
• Writes code using HTML, Dynamic HTML, Java, JavaScript, Visual Basic, Perl, or Common Gateway Interface (CGI).
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.