Item 2.J-February 1, 2013
ADMINISTRATIVE FACULTY POSITION DESCRIPTION QUESTIONNAIRE
To expedite and facilitate the PDQ review process, please send the PDQ and Org Chart electronically to
marshag@unr.edu for discussion and for initial review before routing PDQ for approval signatures.
Questions - call UNR Faculty HR at 682-6114
INSTRUCTIONS: See http://www.unr.edu/hr/compensation-and-evaluation for complete instructions.
Incumbent(s) Name (if applicable):
Position #(s): 16310
Current Title: Specialist, Help Desk
Current Range: 2
(JCC:76322 )
Department: Information Technology
College/Division: Office of Provost
Account #(s): 1201-109-0104
Action Proposed: (check all that apply)
(x ) New position: Proposed Range:
Proposed Title:
( x ) Title Change, Proposed Title: Manager, Global Support
( ) Proposed Reassignment from Range 2
to Range 3
( ) Revised PDQ only (no change in range or title)
( ) Line of Progression (show titles below)
Range:
JCC (Current
or new HR
assigned):
I certify that the statements in this description are accurate and complete to the best of my knowledge.
____________________________________________________________
Employee’s Signature
__________________
Date
I/we have reviewed the statements in this form and they accurately reflect the job assignments.
__________________________________/__________________________
Tina Lundstrom, Manager, User Services / J. Bird Vilseck, Director, IT
Immediate Supervisor’s Signature
____________________________________________________________
Director/Chair/Dean
Heather Hardy
Executive Vice President and Provost
__________________
Date
__________________
Date
Approved for Salary Placement Committee review.
____________________________________________________________
__________________
Pres / Vice Pres / Vice Prov Signature Jannet Vreeland
Date
Vice Provost and Secretary of University
Action Approved by the Provost/President (Completed by Faculty HR):
67351 Range:
3
Pos #(s): 16310
JCC:
EEO: 3J
Eff: 2/1/2013
Approved Title: Manager, Global Support
Employee signs on “final” stamped approved PDQ and sends to HR for personnel file.
Employee Signature:_______________________________________________ __________________
Date
Printed Name: ____________________________________________________
Rev: 10/1/2012
Position Description – Manager, Global Support
Page 2
1. Summary Statement: State the major function(s) of the position and its role in the
university. Attach an organizational chart with positions, ranges, and names for the division
which reflects the position in it as well as those supervised in the department. (This section is
used for advertisement of the position.)
The Manager, Global Support is responsible for three service units in the Information Technology
User Services department.. Global support is provided by 1) the Computing Help Desk in the
Mathewson-IGT Knowledge Center (walk-up counter and call center, primary technical support
contact for the entire campus community, student worker help desk technicians), 2) the Desktop
Support Center (global field technical support, student worker field technicians), and 3) the Help Desk
Specialists (tier 2-3 Help Desk professional and global field technical support, global systems
administration). The position reports to the Manager, User Services within Information Technology
(IT).
2. List the major responsibilities, including percentage of time devoted to each. Provide
enough detail to enable a person outside the department to understand the job (percentage
first with heading and then bulleted information).
35% - Computing Help Desk Management
 Manage daily operations of Computing Help Desk walk-up, phone, email and remote support
 Technical troubleshooting of student, faculty and university computing equipment
 Call center coordination including staffing, scheduling, workflow, and training
 Monitor work order intake, assignments, processing, follow-up, and reporting
20% - Help Desk Professional and Global Field Technical Support Management and Global
Computing Systems Administration
 Manage Help Desk professional and global field technical support, and global systems
administration projects and daily operations
 Monitor work order intake, assignments, processing, follow-up, and reporting
25% - Global Computing Field Support Management
 Oversee Desktop Support Center coordination of global field support projects and daily
operations
 Monitor work order intake, assignments, processing, follow-up, and reporting
10% - Customer Service Management
 Collaborate with other units in User Services, IT, and appropriate units across campus (e.g.,
Residential Life & Housing, Teaching & Learning Technologies, Student Services) to provide a
consistent customer service experience for the end-user
 Establish procedures and monitor performance on issues related to front-line and global
technology support
 Work with other IT and User Services staff to monitor and assess quality of service for
continuous improvement
10% - Supervision
 Supervise and evaluate student workers, faculty, and classified staff
Position Description – Manager, Global Support
Page 3
3. Describe the level of freedom to take action and make decisions with or without
supervision and how the results of the work performed impact the department, division and/or
the university as a whole.
Level of Freedom:
The Manager has considerable independence in day-to-day decision making, while performing
activities in accordance with policies and procedures established by UNR and the IT department. The
Manager consults with the supervisor in decisions relating to long-term goals of the unit and more
complex service issues.
Impact:
The decisions and judgments of the position have an important effect on the support provided to
students, faculty, staff, administration, and visitors of the University. Effectively managing global
technology support is essential for successful utilization of the campus computing resources provided
by User Services and all IT units. Failure to provide necessary service levels may result in system
outages, interruption of business processes and adversely affect the educational process.
4. Describe the knowledge, skills (to include cognitive requirement and verbal and written
communication), and abilities (to include task complexity, problem solving, creativity and
innovation) essential to successful performance of this job (in bullet format).
Knowledge of:
 Computer systems, computers operating on networks, Internet resources, and computer
software used in university environments for both general applications and classroom
applications
 Help desk, desktop computing, and computer systems administration end-user services
Skills:
 Proficiency in use of a personal computer and current software applications including but not
limited to Microsoft Office Suite (Word, Access, Excel, PowerPoint, and email)
 Excellent verbal and written communication
 Strong problem-solving and decision-making skills
Ability to:
 Supervise staff and manage a group working towards common goals
 Work in a service-oriented team environment and promote a service-oriented attitude
 Communicate effectively with non-technical students, faculty, and staff in discussions of
technical matters
 Think clearly in times of urgency
5. Describe the type of personal contacts encountered in performing the duties of the job.
Explain the nature and purpose of these contacts: i.e., to provide services, to resolve
problems, to negotiate.
Internal
IT staff
Users – students, faculty, staff,
administrators, visitors
Reason for Contact
To gather information, seek input, execute projects, share
information, solve problems
To provide services, resolve problems
Position Description – Manager, Global Support
Page 4
Other department faculty, staff,
administrators
To seek input, verify consistency in information or services
External
Vendors
Reason for Contact
To convey the university’s computing requirements and obtain
quotes for purchase; to troubleshoot user problems and resolve
technical issues; to plan upgrades and downtime; to secure
documentation and consult with in the development of training
6. Indicate the minimum qualifications which are necessary in filling this position should it
become vacant. Please keep in mind the duties/responsibilities of the position rather than the
qualifications of the incumbent.
a.
Minimum educational level, including appropriate field, if any.
Bachelor’s Degree from a regionally accredited institution
b.
Minimum type and amount of work experience, in addition to the above required
education necessary for a person entering this position.
Bachelor’s Degree and four years, or Master’s Degree and two years, of experience
consulting with end-users on the use of computing hardware and software
Preferred Licenses or Certifications: None
c.
Indicate any license or certificate required for this position.
None