Manager- End User Support

The University of Pittsburgh and the Clinical and Translational Science Institute (CTSI) is looking for an End User Support Manager to oversee our support team in providing technical support to our CTSI users. Responsible for training, supporting and leading the team. Manage technical ticket escalation and resolve any technical issues. A successful end user support manager should have excellent interpersonal and conflict management skills. Ultimately, the end user support manager should be able to ensure all our users receive professional and efficient technical support. Responsibilities include:

• Managing and supporting a team of help desk technicians
• Mentoring the team and providing training
• Monitoring team performance and developing feedback reports for management
• Communicating with users, providing support, troubleshooting and resolving technical issues
• Managing escalations and ensuring any issues are resolved in a timely manner
• Making recommendations to improve operational efficiency

Candidate must be able to work with a diverse group of students, staff and faculty.

Provides comprehensive technical support. Develops, reviews, and improves operational plans, strategies, policies, and procedures. Leads team and serves as a main point of contact for End User Support. Ensures quality and accuracy of departmental offerings and maintains technology support expertise.

Ability to operate a PC and communicate effectively both verbally and in written form with a broad variety of people. Telephone skills, computer and keyboard skills, strong written and verbal communication skills, strong organizational skills. Ability to connect with people from diverse backgrounds.

Position is generally sedentary, but there may be times when position requires mobility to attend meetings both in person and virtually. Ability to move throughout campus to attend face to face meetings and or participate in virtual meetings or lift reports weighting approximately 15lbs.

The University of Pittsburgh is committed to championing all aspects of diversity, equity, inclusion, and accessibility within our community. This commitment is a fundamental value of the University and is crucial in helping us advance our mission, which includes attracting and retaining diverse workforces. We will continue to create and maintain an environment that allows individuals to discover, belong, contribute, and grow, while honoring the experiences, perspectives, and unique identities of all.

The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EOE, including disability/vets.