The University of Vermont is especially interested in candidates who can contribute to the diversity and excellence of the institution. Applicants are encouraged to include in their cover letter information about how they will further this goal.

Posting Summary

The Client Services Helpline and Clinic Team Supervisor is a key leadership position in the management structure of the department; provides oversight, leadership, and supervision of the Helpline team within the ETS – Client Services umbrella; develops advanced technical services related to software and systems strategic to the University’s technology goals. Provide advanced technical support-services; investigate problems, develop and implement solutions that align with university standard policies and guidelines, and serve as final escalation on support issues. Provide specialized software support and project management having institution-wide impact. Oversee, develop maintain and review a state-of-the-art knowledge base that perpetuates IT self-service. Collaborate with ETS leadership to evaluate, develop, and implement university-standard software, hardware, security and networking solutions, including institutional needs assessment, consensus building, project management, problem resolution and responsibility for service quality. Reports to Director.

Minimum Qualifications (or equivalent combination of education and experience)

Bachelor’s Degree in technology or related field and five+ years’ experience to include technical support services, software support and project management required. Proficiency with common end-user software tools including: operating systems, word processing, spreadsheets, databases, electronic mail, internet and intranet tools, and high-speed networking. Experience required in supporting non-technical individuals’ use of technology in person, by telephone, via email, and in online and classroom instructional settings. Experience with supervision and/or project/team leadership required. Demonstrated success in recruiting, supervising and training employees. Effective interpersonal, organizational, and communication skills required.

Desirable Qualifications

Experience managing IT customer service operations; IT certifications such as A+; Project leadership experience; Support experience with software, hardware, and networking in use at UVM.

Other Information

Special Conditions           A probationary period may be required, A probationary period may be required for current UVM employees