The primary purpose of the Supervisor, Enterprise Services (4-INFO) position is to provide operational direction for staff providing service and support to the Help Desk, customers and management.

The hours for this position are: 1pm - 10pm

Supervise 4INFO Service Center Staff

Supervises IS staff responsible for first level customer support to the institution. Supervision and participation include but limited to event (outage) management, adherence to policies and procedures, establishment of service level agreements, customer satisfaction evaluation(s), metrics review and analysis, website content management, knowledge base development, process improvement and customer base expansion. Manages the customer liaison relationship between the Service Center, customers, managers, and co-workers. Responsible for determining the efficient and effective utilization of resources to include staffing, performance management, mentoring, coaching, counseling, and training.

Problem Resolution For Customers

Consults with departmental personnel for problem definition and management requirements. Identifies and defines issues and recommends systems improvements. Provides solutions utilizing specific product knowledge, system utilities and operating environment.

Statistics and reports

Maintain appropriate documentation and procedures. Evaluates status reports, customer satisfaction surveys and other metrics and makes recommendations for improvements. Manages SLAs, accountability for problem resolution, quality assurance and event management. Performs routine timekeeping and budgetary activities timely and accurately.

Projects

Leads small to large teams and manages one or more (IT) projects simultaneously. Supervises daily operational of projects. Tracks progress and provides regular weekly project status and reports to management.

Other duties as assigned

Education Required: Bachelor's degree in Engineering, Computer Science or related discipline.

Preferred Certification:

CompTIA A+ and N+ certification

One (1) desktop operating system certification on currently supported operating system.

One (1) HP printer certification on currently supported models.

CNE (Novell certification) or MCSE (Microsoft certification

Project Management Certification such as CompTIA Project

Network certification such as CompTIA's N+ and Novell CNA or equivalent

Advanced printer certification for models currently in use in the institution

Master ASE or equivalent advanced hardware certification

Experience Required : Five years of experience in technology support, analysis, or project management, to include two years lead/supervisory experience. May substitute required degree for additional years of related experience on a one to one year basis. Successful completion of the LEADing Self Accelerate program may substitute for one year of required supervisory or management experience.

Preferred Experience: Two to Three years of client/customer relations experience and/or Service Center experience. Healthcare experience, ServiceNow experience

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

• Requisition ID: 170311

• Employment Status: Full-Time

• Employee Status: Regular

• Work Week: Day/Evening, Evening/Night

• Minimum Salary: US Dollar (USD) 103,000

• Midpoint Salary: US Dollar (USD) 129,000

• Maximum Salary : US Dollar (USD) 155,000

• FLSA: exempt and not eligible for overtime pay

• Fund Type: Hard

• Work Location: Hybrid Onsite/Remote

• Pivotal Position: No

• Referral Bonus Available?: No

• Relocation Assistance Available?: No

• Science Jobs: No

#LI-Hybrid