University Job Title
Supervisor, IT
Bargaining Unit
None - Not included in the union (Yale Union Group)
Time Type
Full time
Duration Type
Regular
Compensation Grade
Administration & Operations
Compensation Grade Profile
Supervisor; Senior Associate (M5)
Wage Ranges
Click here to see our Wage Ranges
Searchable Job Family
Computing and Information Systems, Technical Support
Total # of hours to be worked:
37.5
Work Week
Standard (M-F equal number of hours per day)
Work Location
Central Campus
Worksite Address
127 Wall Street
New Haven, CT 06511
Work Model
On-site
Position Focus:
Yale Law School is seeking an IT Student Support Manager with excellent communication and customer service skills to provide expert technical assistance and support to Law students, student journals, and student organizations. This role involves addressing hardware, software, printing, and Wi-Fi issues, while managing the escalation of more complex problems to ensure prompt and efficient resolution.
The IT Student Support Manager collaborates with academic departments to coordinate key student IT programs throughout the academic year, including orientations, exam periods, the student laptop purchase program, and other student activities. Additionally, the Manager assists with broader IT initiatives within the Law School and collaborates on larger ITS efforts by staying current with technology trends, gathering feedback, and implementing solutions to enhance the student experience.
Using independent judgment, this role will manage the student help desk, which consists of a team of 8-10 student workers, serving as the primary point of service for Law students. In addition to handling the hiring, scheduling, and ensuring adequate coverage, the IT Student Support Manager will also provide the necessary resources, documentation, and training to support the student workers. The Manager is also responsible for the Law School’s public student computers and printers, coordinating with the Law School IT team to ensure software and hardware are up-to-date and fully functional.
The ideal candidate will be committed to providing exceptional support to the Law School community, demonstrating flexibility, dependability, and experience in leading a small team. They must thrive in a fast-paced environment and have a strong commitment to excellent customer service and maintaining a composed and supportive presence, while working in a dynamic environment with constant interaction with students and other staff members. A curiosity for knowledge and a desire to continually learn are also essential for this role.
The IT Student Support Manager will occasionally be required to work evenings and/or weekends to support student needs during peak times.
Essential Duties
- Supervises and monitors non-standard systems production work.
- Oversees the activities of team and shift employees and supervisors within a department to ensure smooth and timely production schedules.
- Evaluates policies and procedures and recommends changes to maximize efficiency and service.
- Communicates and coordinates needed repairs, upgrades and maintenance.
- Works with systems personnel to resolve complex technical problems.
- Maintains security and ensures adherence to departmental goals, budgets and expectations.
- Participates in the evaluation of, and planning of staff within the area of responsibility.
- Supervises and schedules staff of employees.
- May perform other duties as assigned.
Required Education and Experience
Bachelor's Degree in relevant technical field and a minimum of three years of related technical experience or an equivalent combination of education and experience.
Required Skill/Ability 1:
Proven ability and drive to provide excellent customer service with exceptional interpersonal skills. Listens carefully to understand needs and proactively responds to those needs in a diplomatic, professional, and timely manner. Ability to work effectively in a flexible and changing environment and manage multiple activities and priorities is required.
Required Skill/Ability 2:
Strong analytical and troubleshooting skills to resolve issues. Hands on results-oriented approach to problem solving. Demonstrated ability to work independently and in a collaborative team environment. Consistently meet deadlines with high accuracy, attention to detail and follow through on all assigned tasks.
Required Skill/Ability 3:
Proven experience troubleshooting and identifying issues with Apple and Windows devices. Advanced knowledge of and experience with Microsoft 365 family of products (Word, Excel, Outlook, PowerPoint, OneNote, Bookings, Teams, OneDrive, SharePoint, Forms), Adobe Creative Cloud.
Required Skill/Ability 4:
Excellent oral and written communication, documentation, and presentation skills. Demonstrated ability to present complex materials to a broad user community and develop and deliver effective training workshops.
Required Skill/Ability 5:
Proven experience evaluating and implementing collaborative tools to support students in a higher education setting.
Preferred Education, Experience and Skills:
Previous experience supervising or coordinating staff or student workers in a higher education environment. Previous experience working in an IT help desk or customer service role.
Weekend Hours Required?
Occasional
Evening Hours Required?
Occasional
Drug Screen
No
Health Screening
No
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check.
COVID-19 Vaccine Requirement
The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
EEO Statement:
University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans.
Note
Yale University is a tobacco-free campus
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