Leads and manages the technology support team to ensure efficient delivery of technical support services to end-users. Oversees hiring, training, and supervision of student technicians and provides direction for full-time support staff to maintain high-quality service and operational effectiveness.

MAJOR DUTIES

Provides technical support to end users.

Develops processes, procedures, and documentation for end-user support services.

Maintains supplies and equipment. Installs software, hardware, and peripherals.

Provides project management in a lead role for support-based projects.

Monitors the ticketing system and day-to-day operations to ensure timely resolution of incidents and service requests.

Analyzes support trends and metrics to identify areas for improvement.

Prepares work schedules to ensure trained staff are available during business hours.

Hires, trains, and evaluates performance of student staff.

MINIMUM QUALIFICATIONS

Bachelor's degree in related field from an accredited institution, or equivalent combination of education and experience.

Three years' relevant experience.

Supervisor or lead experience.

Experience with end user support.

SPECIAL INSTRUCTIONS TO APPLICANTS

External applicants should use the

WMU -- Application.

Internal applicants should use the

WMU -- Internal Application.

ADDITIONAL POSITION INFORMATION

This position is physically based in Kalamazoo, Michigan.

Western Michigan University offers generous benefits to its employees including health, dental, vision, life and disability insurance, retirement, and tuition discount for the employee and tuition remission for eligible dependents. To access information about the specific benefits available for this position, go to: https://www.wmich.edu/hr/enrollment-staff

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

Light work with some physical demands such as continuously lifting or moving materials less than 25 pounds, but rarely moving more than 25 to 50 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Western Michigan University

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