IT Training Leader (Quality Assurance and Training Assistant Manager)
Job posting number: #7080388
Posted: June 24, 2021
Application Deadline: Open Until Filled
Job DescriptionDepartment Information
At University Information Technology Services (UITS) we ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. Our core values define who we are, how we act and what we aspire to, which helps us to make amazing things happen in each neighborhood, community, and county we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.
Provides highest level of operational leadership and coordination of assigned staff members to define IT training methodologies and standards; provides direction and guidance on high priority IT training projects/initiatives.
Establishes short-term business plans and long-term operational objectives, including managing project timelines/deliverables and developing resource plans for multi-project/multi-phase IT training initiatives.
Conducts a variety of personnel actions to include, but not limited to hiring, promotion, performance management, and dismissal.
Manages high level assignments and allocation of technical resources, including negotiating and coordinating initiatives that involve staff in other departments/areas/teams.
Makes budgetary recommendations/proposals based on resource needs and ensures cost containment.
Works collaboratively with other IT training leaders in recommending standards, best practices, and related policies/procedures.
Conducts research on emerging technologies, services, protocols/processes, and/or standards in support of IT training efforts; responsible for the implementation of new protocols/procedures to address business needs.
Prepares management reports and summaries for senior administration, executive, steering and advisory committees; acts as advisor to executive committees; serves on various university committees and task forces related to IT training.
Specific department responsibilities:
As a detail-oriented, objective professional, this position will develop, implement and maintain quality assurance standards, measurements and feedback for all service functions of the UITS Support Center and Tier 2 Support.
Will ensure that established service quality goals and policies are met as set by the organization and those goals are monitored and improved upon for all types of customer interactions. Collaboration with other IT Professionals from UITS, departments, and regional campuses will be critical in successfully implementing and maintaining service quality processes.
Manage the daily operations of the UITS Quality Assurance and Training teams at IUB and IUPUI. Competent to consult, train, or document IU and IU-supported computing systems, applications, and information technology services as used in teaching, learning, research, and administration.
Will work with little supervision developing plans and delivering services.
Provide technical and professional leadership for hourly consulting, teaching, and writing staff as well as junior (levels I, II, and III) appointed staff.
Responsible for developing, analyzing, and implementing training programs for the IT support staff of the Support Center and Tier 2 Support.
Will evaluate productivity tools to improve the effectiveness and efficiency of the frontline, tier 2 and TCC consultants.
Other responsibilities of this position are to assist with the recruitment, evaluation, and hiring of frontline, tier 2 and TCC hourly and full-time staff.
Bachelor's degree (preferably in computer science or a related field).
4 years of information technology support or related experience.
1 year of management experience.
Combinations of related education and experience may be considered.
Proficient communication skills
Maintains a high degree of professionalism
Demonstrated time management and priority setting skills
Demonstrates a high commitment to quality
Excellent organizational skills
Excellent collaboration and team building skills
Effectively coaches and delivers constructive feedback
Instills commitment to organizational goals
Demonstrates excellent judgment and decision making skills
Effective conflict management skills
Builds and manages effective teams
Develops and delivers effective presentations