Manager, IT Support Services

Job Description

The Manager for IT Support Services will provide hands-on technical leadership and workforce management in a high volume, fast-paced and highly technical Service Desk environment. Under the direction of the Associate Director for IT Support Services, the Manager will be responsible in guiding their staff with providing the end user community with the software and hardware components required to support the academic programs, research and administrative needs of the University. They will maintain our strategic commitment to infuse technology, wherever appropriate, into the teaching, learning and administrative processes at Montclair State University. Their responsibilities may include recruiting and hiring, performance management, and ensuring that our processes are adhered to and Service Level Agreements (SLAs) are met. The Manager will proactively monitor and provide detailed metrics via the IT Service Management Solution on each managed queue and will need to monitor other areas reports in order to provide guidance or escalation. In addition, the Manager will be a proactive participant with newly acquired solutions and should be able to speak to best practices for support.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Staff Leadership and Management

• Supervise the daily operational tasks of our Student run Service Desk and Computing Labs.

• Manage mentor our Student Supervisors in both the Service Desk and Computing Labs environments.

• Manage and provide guidance to the Application Support Specialists that provide frontline support to our campus’ ERP systems.

• Escalate issues and risks to Associate Director for IT Support Services to allow for guidance on resolutions.

• Formally evaluates all Student Assistants on an annual basis. Provides guidance on salary increases or promotion to other positions to the Associate Director for IT Support Services.

• Develop, manage and communicate scheduling of Student Assistants. 

• Ensure that the Service Desk and Computing Labs are staffed appropriately in order to manage the amount of expected calls, visits, emails and chats.

• Mentor, advise and provide guidance to the IT Service Desk and IT Lab Assistant student staff.

Incident and Problem Management

• Ensure the highest level of technical and operational support is given to the campus community by monitoring service via surveys, submitted incidents and other forms of campus feedback.

• Thoroughly document the pertinent details of all IT Service Desk calls to contribute to the overall usefulness of the ServiceNow knowledge base.

• Ensure Service Desk is meeting the identified Service Level Agreements (SLA).

• Create and monitor all issues that fall under Problem Management and ensure there is a path to resolution .

• Maintain a 90% Customer Satisfaction Rate and a First Call Resolution (FCR) rate of 75%.

• Proactively review submitted incidents for accuracy, detail and proper resolution. Provide guidance to Student and Application staff on improvements.

• Monitor client requests or problem reports to identify any systematic patterns that may require additional action.

Technical Management

• Provides hands-on technical support via telephone, instant messaging, email and self-service to both internal and external customers.

• Consistently updates Operations Manual to ensure the latest documentation to support the campus community is available to staff.

• Creates and executes training plans for all new hires and continues to push further development of current staff.

• Provides feedback on all customer facing technical documents that are stored within our Information Technology knowledge repository.

• Makes changes to Information Technology website via WordPress or another CMS tool.

• Consistently ensure that appropriate staff is available to update IT Service Desk social media site.

• Acts as a lead support analyst, serve as an escalation point, and assist other IT Service Desk staff members.

Operational Tasks

• Develop and maintain a reward and recognition program.

• Develop and maintain calls, emails and chat scripts that will provide better efficiency with Student Assistants.

• In conjunction with the Computer Labs Administrator, properly maintain all laptops and desktops in the Public computing labs.

• Work collaboratively with other areas of Technical Support Services to ensure that processes are clearly understood and followed.

• Work collaboratively with other Information Technology and Functional Units to ensure that the Service Desk is meeting their needs.

• Attend and participate in departmental and University events and functions.

• Continuously improve technical knowledge through training and self-study.

• Provide training on supported technology to the IT Service Desk student personnel and other parties.

• Coordinate delivery and asset management of hardware inventory.

• Performs other duties as assigned.

The above statements reflect the general details considered necessary to describe the principal functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

Qualifications & Requirements

REQUIRED:

• Baccalaureate degree from an accredited institution. Five (5) years of experience may be substituted for educational degree attainment at the discretion of the hiring authority.

• Three to Five (3-5) years’ experience working in an IT organization, preferably higher education.

• Hands-on experience supporting and troubleshooting Window 7, Windows 10 and Mac OSX (10.9 or higher) operating systems and virtual environments such as Citrix and VMWare.

• Past experience supervising a call center environment utilizing an incident tracking system such as ServiceNow or Remedy.

• Prior experience managing and evaluating professional staff. 

• Strong telephone and in person customer service experience.

• Clear understanding of Quality of Service (QoS) initiatives, Business Process Engineering and Documentation for both the technician and the end-user.

• Ability to provide troubleshooting resolutions as it relates to browser, networking, or SaaS issues.

• Experience preparing, analyzing and distributing reports based on key performance indicators (KPIs) in order to determine root/cause issues.

PREFERRED:

• Bilingual (Spanish), a plus.

• ITIL Certification, a plus.

• Prior experience managing, evaluating and leading student and temporary staffing.

• Experience managing large-scale projects and deployments.

• Flexibility or ability to work evenings or weekends, as needed

• Familiarity with preparing and delivering training sessions on technical applications and solutions.

• Demonstrated experience in preparing clear and detailed correspondence via email.

• Ability to speak and represent the university at conferences, seminars or meetings.

Salary Range

Commensurate with experience.

Anticipated Start Date

Open until position is filled.

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