Current Title: Operations Team Lead
Reports To: Manager, Student Technology Centers
Summary: The Operations Team Leader is responsible for all aspects of process, policy, and procedures for delivering day-to-day operational services to the UITS Student Technology Centers, Residential Technology Centers, and STC partners at IUB. These services include, but are not limited to, hardware and software maintenance, learning environment support, STC classroom reservations, site security, and three-year equipment life cycle. The Team Leader is responsible for staff providing operations support including Operations Specialists, Printer Operations Specialists, and hourly staff. Additionally, the Team Leader coordinates the operational efforts of those STC staff on the operating systems teams who contribute to the daily functions of the STCs and RTCs.
Duties and Responsibilities: The Operations Team Leader is specifically responsible for all STC services providing direct support for instruction not only to the Student Technology Fee-funded STC classrooms, but to venues managed by UITS and/or departmental partners, such as Advanced Technology Auditoriums, departmental computer labs, and faculty offices. Further, the Team Leader is responsible for any instruction-specific services delivered in the STF-funded, STC-managed facilities originating from a source not managed by STC, e.g. a departmental server. The Operations Team Leader is also specifically responsible for developing and maintaining procedures to meet unit goals for service availability and return-to-service time in event of equipment failure, e.g. that projectors, instructor stations and other teaching specific technology are returned to full service within one hour of a reported fault.
The Team Leader represents the STC manager and STC interests on internal and external project teams, committees, and ongoing information shares, and serves as acting manager of the STC group at IUB and at IUPUI in the absence of the STC manager.
Qualifications: Bachelor's degree required; advanced degree preferred plus at least three years of supervisory experience in an operational and/or production services environment requiring internal and external communications with a wide variety of constituencies is essential. Helpdesk experience and instructional experience preferred. Knowledge of IUB and UITS policies and procedures helpful.
