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End User Support Manager
Job Information
Company: American University of Armenia Location: Armenia, Yerevan
Employment Type: Full Time Open Dates: 07-02-20 00:00 To 27-02-20 17:45
Category: Information Technology Salary: N/A
Experience: 2 year(s) Preferred Age: --------
Education: Bachelor Degree (BS) Preferred Gender: --------

Job Description
End User Support Manager, ICTS Department

Application deadline: 5:45pm; February 27, 2020
Contract type: Full-time
Job Location: Yerevan, Armenia

Job Responsibilities
-Manage a team of IT support specialists who provide a best in-class virtual and physical helpdesk experience for all employees;
-Manage and proactively ensure audio/visual services in all locations are operating perfectly;
-Manage the helpdesk function using IT service management best practices;
-Manages computer and network hardware troubleshooting;
-Assign tasks to End Support team members and provide effective management to ensure delivery of these tasks;
-Develop staff, establish training plans, motivate, discipline, recruit and retain staff;
-Assist the team in promoting the highest professional standards within their technical environment;
-Manage problem investigation and recovery;
-Maintain university equipment database, which is a major part of the university inventory database;
-Manage the inventory processes to ensure a smooth flow of new and replacement parts;
-Supervise the planned maintenance of the AUA hardware;
-Install and maintain AUA internal wireless network;
-Report to the Director of ICTS on the state of equipment, spare parts and necessary equipment purchases;
-Negotiate with the Financial Department on the inventory database items;
-Reveal and repair hardware problems of the university computers and other electronic equipment;
-Supervise the installation of new computers and other electronic equipments;.
-Lay and fasten network cables;
-Provide consulting to staff/users on hardware problems;
-Collect and prepare for sale physically and morally outdated computers and other electronic equipment;
-Develop, administer and manage the equipment reservation system;
-Perform other duties as assigned by the immediate supervisor

Required Qualifications
-Bachelor's degree in computer science or related technology discipline and/or equivalent work experience.
-2-4 years of professional technical work experience, with at least 1 year of Management or team lead experience.
-Ability to communicate complex technical issues to non-technical personnel.
-Ability to effectively manage multiple projects, activities, and tasks simultaneously.
-Solid relationship management and performance management skills.
-Ability to work under pressure and prioritize to successfully deliver service to agreed levels.

Application Procedure
Curriculum Vitae with the names and contact information for three referees should be sent to with the subject heading “End User Support Manager”. Applications must be received by February 27, 2020 to be considered. Only shortlisted applicants will be notified for interview.
Please, clearly mention that you have heard about this position from career portal.

About Company
The American University of Armenia (AUA) is a U.S.-accredited graduate institution affiliated with the University of California. AUA offers Master's level graduate programs that are intended to develop critical analysis and depth of knowledge through advanced coursework, independent study, and research.

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