Help Desk Supervisor
Office of University Controller (Denver, Colorado)

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Help Desk Supervisor

This exempt professional position reports to the Director of Financial Compliance Services, who is the head of an administrative unit within the Office of University Controller (OUC) of the University of Colorado.

The individual in this position supervises the day-to-day operations of the Finance and Procurement Help Desk (HD) and ensures that the HD consultants are functioning as a unit. The HD Supervisor creates and manages escalation procedures and ensures service levels are maintained. This includes documenting, contact tracking, and monitoring problems to facilitate resolution in a timely manner. The supervisor is expected to provide front-line support to consultants and to work one-on-one with organizational units when appropriate and necessary. The HD Supervisor also assigns tasks and projects to be performed by HD staff between customer contacts. The HD Supervisor is responsible for training new Help Desk Consultants and for keeping incumbents up-to-date with respect to the initiatives, policies, procedures, and systems that the HD supports. The supervisor sets employee work schedules to ensure that HD coverage is adequate to meet client needs. The HD Supervisor looks at inquiry trends and analyzes reoccurring questions to pinpoint problem areas. In response to such analyses, the supervisor implements improvement to HD processes, stays in regular contact with the offices supported by the HD, and suggests changes to the training and communication offered by the OUC. The HD Supervisor attends meetings as requested and keeps upper management informed about the issues, needs, and concerns communicated to the HD by members of the university community.

This position is exempt from the overtime provisions of the Fair Labor Standards Act.

Duties and Responsibilities: The following list of duties and responsibilities serve only to illustrate the nature and scope of this position's primary activities and functions. However, existing duties and responsibilities may be modified or removed, and/or additional duties and responsibilities may be assigned at any time as determined to be in the University's best interests by the supervising authority. Accordingly, the individual in this position:

- Work with the Financial Compliance Service Director and HD staff to set and communicate HD goals and objectives, including escalation processes and service level expectations
- Through front-line supervision, manage the daily functions of the HD including overseeing a staff of three classified employees
- Distribute workload, provide deadlines for special projects, and address personnel issues
- Get involved in all issues that have gone beyond the knowledge and/or capabilities of the HD Consultants
- Oversee the Knowledge Base and make sure the information contained therein is accurate and up-to-date
- Complete and analyze weekly and monthly reports, and make suggestions and improvements as a result of these analyses
- Troubleshoot all areas of the HD
- Prepare performance plans, provide coaching and complete performance reviews for all HD Consultants
- Serve as the Finance System Access Security Coordinator for the System campus
- Represent the HD at University meetings as requested by the Director
- Upon occasion work with organizational units to provide direct support
- Other duties as assigned

Salary commensurate with experience.     Minimum qualifications: - A Baccalaureate degree in accounting, finance, business, public administration, education, or a related field from an accredited college or university. With a Baccalaureate in another field, relevant work experience may be substituted for the specific education field requirement on a one-to-one basis
- Minimum of (5) years of experience in a help desk, call center, or contact center environment which included customer service support for both technical and system issues and also for policies, procedures, rules, regulations
- Demonstrated ability to multi task and to prioritize
- Demonstrated excellence in oral and written communication skills
- Demonstrated organizational skills     Preferred qualifications:  - Masters degree in education, public administration, or business administration
- Previous experience with PeopleSoft General Ledger and Cognos software
- Prior work experience as a State of Colorado employee, especially in a college or university setting, oversight agency or audit firm
- Demonstrated excellent analytical skills     Applicants should submit a cover letter detailing how you meet the minimum qualifications for this position, a chronological resume and three professional references at www.jobsatcu.com and search for job posting # 803264. Incomplete or emailed applications will not be considered.

This security-sensitive position requires a criminal and financial background check for initial appointments, or at any time when determined by the position's supervisory authority to be in the best interests of the University.