Computing Services Supervisor

North Carolina, United States
25 Jan 2019
End of advertisement period
25 Mar 2019
Contract Type
Full Time

Position Summary

The Computing Services Supervisor is responsible for ensuring an outstanding level of customer services by overseeing the integration and support of technology solutions used by the staff and patrons of the Duke University Libraries.  S/He assists end users in diagnosing and resolving problems with computer hardware, software, and network components. The Computing Services Supervisor will work with and communicate with stakeholders in the Library to prioritize projects, and acts as a liaison between the Library and other campus IT units.


  • Provides daily oversight and coordinates the work of the section in support of end users and library staff, assists with diagnosing network, desktop, and other user problems; receives reports from library staff regarding hardware, software, and network problems, diagnoses the problem, advises staff on measures to be taken or corrective configuration changes required, and coordinates repairs.
  • Provides daily oversight and coordinates work around specialized software, hardware and configurations of DUL facilities and programs, including instructional spaces, meeting rooms and multimedia.
  • Assists with management of users and groups in DUL’s Active Directory, works with the technical team to establish Group Policies.
  • Assures the timely and efficient completion of installations, upgrades, and maintenance of computer hardware for desktop computers, laptops, printers and other peripheral devices.
  • Analyzes and identifies trends in issue reporting and devises preventative solutions; expected to offer suggestions for any noted process improvements and develops the new procedures.
  • Maintains accurate and current records for hardware inventory, maintenance contracts, network configuration, software configurations, problem resolution, and repair work
  • Manages projects related to equipment deployment, assessment, and IT literacy. Prepares and maintains procedure manuals and documentation for internal use; assists with user-focused training around procedures and/or use of tools.
  • Prepares and maintains disaster readiness and IT security plans.
  • Keeps abreast of new developments and trends, evaluates new products and emerging technologies, and promotes those suitable within the framework of the current needs of DUL.
  • Leads proactive planning and organizing for the section to be flexible and adaptable in meeting the changing needs of DUL patrons and staff.
  • Communicates regular updates to DUL staff on current projects, implementations, policies, procedures, studies and strategies.
  • Analyzes and reports on the work of the section; gathers and analyzes metrics to benchmark workload/performance and identifies trends in user support issues.
  • Manages the operations of the Desktop Support and Specialized Computing Environments sections: recommends hiring, trains, supervises and evaluates staff and students; defines and establishes schedules, sets priorities and deals with administrative issues as needed.
  • Assists the Head, Core Services with the development of the annual budget; monitors, manages and approves expenditures within specified approval parameters.
  • Participates actively in overall planning, goal setting, prioritization, and problem solving for the Core Services Department and the Information Technology Services division; contributes to discussions of library issues at various levels, including service on committees and task forces.
  • Carries out special projects and performs other duties as assigned. Supervisory Responsibilities
  • Supervises and evaluates desktop support team and students.


It is the expectation that all Duke University Libraries staff members will demonstrate exceptional workplace behaviors in the execution of their specific position responsibilities. These behaviors are customer focus, collaboration, creative problem solving, continuous learning and a commitment to diversity.  In addition, managers and supervisors are expected to help develop a common vision by providing clear direction and priorities, clarifying roles and responsibilities, and promoting mutual understanding through effective communication.  They are also expected to take the time to effectively plan and evaluate performance, provide feedback, recognition and coaching, and develop employees to achieve their personal and organizational goals.  

Required:  BA/BS in Information Systems or related field, or equivalent education and experience.
Preferred: Project management coursework

Required:  Minimum three years of experience in supporting desktop/laptop users; prior supervisory experience; extensive knowledge of Windows and/or Mac operating systems; extensive knowledge of Microsoft Office, VPN,  antivirus, and other commonly used business software; working knowledge of network systems and communications protocols; ability to work with diverse systems and interfaces; strong project and time-management skills; excellent interpersonal, oral and written communication skills; ability to work independently and as a member of a team; demonstrated commitment to providing outstanding customer service; and an ability to be proactive in anticipating and resolving problems.
Preferred:  At least two years of supervising technical employees; budget development and management experience; working knowledge of SAP R/3; prior experience working in an academic research library; working knowledge of an Integrated Library System (ILS) Software. Working Conditions ·Must be able to lift 25 pounds ·Must be able to work in an environment in which exposure to materials containing dust and mold is possible ·Frequent bending, crouching, stooping ·Normal office environment ·Occasional weekend work required ·Occasional travel required   These statements are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.   Salary and Benefits Salary dependent on qualifications and experience. Comprehensive benefits package includes 15 days vacation, 13 holidays, 12 days sick leave; health, dental, disability and life insurance and support for professional development and training.

Location Durham


Job Family Level C

Full Time / Part Time FULL TIME

Regular / Temporary Regular

Shift First/Day

Minimum Qualifications

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.


Refer to Job Description