Thursday, April 06, 2017

As the Extended Technical Support (ETS) team grows to serve more units on campus, a “team lead” approach has been adopted to provide structure and to spread out supervisory responsibilities.

To date, three team leads have been named: Eric Grimes, Chris Clough, and Ben Held. Each provides administrative supervision, technical guidance, and mentorship to a team of five to seven support staff. They also continue to provide IT support to the groups to which they were previously assigned.

Feedback on the new structure has been positive, and ETS anticipates having more opportunities for team lead positions in the future, as more campus units adopt the OneIT shared service model for technical support, and the pool of IT support professionals expands.

All three of the new team leads participated in a “leadership quick start class,” custom-designed for ETS by Kathryn Schwarm-Benson, a senior human resources specialist in UI Organizational Effectiveness.

The training took place over the course of several months. It provided the new leads with tools they need to succeed—a combination of other university supervisory and leadership courses, condensed and focused on their specific needs. In addition to offering valuable information, the course gave the leads a chance to bond, and opportunities to apply real-world situations and projects to their learning.

EUS implementation status

The OneIT End User Support team is currently working on implementations with Pharmacy, Athletics, College of Liberal Arts and Sciences, and the Graduate College.

  • Darrin Thompson and Nguyen Huynh were welcomed to ETS in February, and will continue supporting customers in the Tippie College of Business.
  • Brian Gilbert was welcomed to ETS April 1, and will continue supporting the Office of Strategic Communication.
  • ETS is in the process of hiring a consultant to support Vice President of Finance and Operations Business Services; when the hire is complete, that unit’s implementation will be done.
Project: 
End User Support