FAA - Dispatch Supervisor

The L&S IT Office Student Dispatch Supervisor is responsible for coordinating the operations of the L&S IT Office Technician team. It is expected that a student recruited into this position will possess strong leadership skills and technical skills.

Acceptable candidates should be detail-oriented, organized, and punctual, with highly developed communication skills. Some knowledge of technologies that underlie enterprise computing support is required; prior experience using these technologies is a plus. The candidate will be expected to learn continuously on the job to gain new proficiency as a technologist and a supervisor. He or she should be able to work effectively under limited supervision and expect their work to be evaluated qualitatively and quantitatively.

Qualifications & Expectations:
• Minimum six months prior experience as L&S IT Office Technician or equivalent experience in desktop computer support
• Excellent written, verbal and interpersonal communication skills
• Excellent customer service skills and demeanor with a professional attitude
• Demonstrate leadership and confidence in a demanding and dynamic work environment
• Ability to research, troubleshoot and solve computing and networking issues under supervision by L&S IT Office Professional Staff
• Abide by all applicable UITS student work rules and practices in the UITS student Employee Handbook, Supervisor Handbook, and all L&S IT Employee Handbook (dicta)
• Due to the extensive training required, a minimum two semesters commitment to the position is requested, except for candidates with extensive prior experience

Job Functions include but are not limited to:
• Write, coordinate, and maintain student technician weekly schedule. Review and approve or deny absence requests, and ensure staffing needs are met.
• Coordinate and supervise daily activities of L&S IT Student Technicians. Delegate and assign tasks, schedule appointments, and monitor work through to completion.
• Coordinate daily operations of the L&S IT Office, including answering phone calls, providing support for client walk-ins, monitoring incident manager, delegating and escalating work as appropriate.
• Manage computer hardware, software and operating system deployments and troubleshoot problems
• Coach, mentor and train technicians on L&S IT standards, practices and procedures. Monitor work of technicians to ensure quality and conformity to training and provide feedback where needed.
• Act as a liaison between L&S IT Office Professional Staff and UITS Management to ensure staffing needs are met and that all employee policies, rules, and regulations are followed.
• Perform evaluations for L&S IT Office Technicians each academic term and make recommendations for raises, promotions, and terminations.
• Interview applicants and make hiring recommendations.
• Attend the L&S IT Office’s supervisor meetings.
• Other duties as assigned.