Technology Services Desk Manager
| Job Summary |
Reporting to the Director of User Services, the Technology Services Desk Manager is responsible for the effective day-to-day operation of the Services Desk, continual functional improvement of Services Desk operations, and supervision of the Services Desk Specialists and student staff. This individual has regular interactions with our customers and is the first level of escalation at the Technology Services Desk and facilitates responses to incidents, service requests, and general inquiries. This highly visible position implements and monitors operations, including prioritizing tickets, follow-up, and documenting resolutions. The Technology Services Desk Manager is responsible for staff development. As the primary constituent-facing team for ITS, User Services provides first-line support for technology- and audio-visual-related issues. Alongside their high levels of responsive support, this team also provides training for our students, faculty, and staff; classroom technology support; technology asset management; service management; and systems engineering. User Services is also the home for the approximately 70 student Technology Consultants employed by ITS. It prides itself on the experiential learning opportunities its environment and dedicated staff provide. Information Technology Services (ITS) oversees the majority of technology, audio-visual, and telephone services for Grinnell College and provides service and strategic support through its six functional teams: Budget, Analysis, and Planning; Enterprise Systems; Information Security; Network Services; Project Management; and User Services. ITS has an annual operating budget (excluding salaries and asset rotation) of more than $3.5 million and a professional staff of 37. Under the Chief Information Technology Officer and with the full support of the visionary president, Dr. Raynard S. Kington, ITS is undergoing a strategic advancement and benefiting from increased investment by the College. The College’s senior leadership team have recognized the benefits of a stronger technology presence on campus and worked hard to create and promote a collaborative culture at Grinnell College. The ITS organization comprises a dedicated and talented staff committed to supporting the mission of Grinnell College and exemplify the College’s position as a learning liberal arts college. As such, professional development is a crucial component to the department’s philosophy, which is demonstrated both financially and by the mentor-style approach to management that the ITSleadership employs. Those who thrive in Grinnell College’s ITS organization are professionals with a positive approach and attitude who are motivated to deliver practical results and ultimately meaningful learning outcomes. Team players, yet able to work under their own initiative, they are flexible to changing requirements, well organized, and good troubleshooters. Embracing and valuing diversity, they are instinctively collaborative, help others around them, and are not afraid to give or receive constructive criticism. Excellent written and verbal communication skills are essential, as is a demonstrated customer service orientation. Since its founding in 1846, Grinnell has become one of the nation’s premier liberal arts colleges, enrolling 1,700 students from all 50 states and from as many international countries. Grinnell’s rigorous academic program emphasizes excellence in education for students in the liberal arts; the college offers the B.A. degree in a range of departments across the humanities, arts, sciences, and social studies. Grinnell has a strong tradition of social responsibility and action, and self-governance and personal responsibility are key components of campus life. More information about Grinnell College is available at www.grinnell.edu. Grinnell is a positive and forward-thinking community. A vibrant Iowa college town of just under 10,000 people located midway between Des Moines and Iowa City on Interstate 80, Grinnell is a convenient place to enjoy life in a small community while living a short hour’s drive away from big-city amenities. Living in Grinnell means enjoying an exceptional quality of life where commutes are short, housing is affordable, life is meaningful, and you are part of the community. For more information about Grinnell, please visit the Grinnell Area Chamber of Commerce Web site. |
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| Minimum Qualifications |
Bachelor’s degree or significant, demonstrated, and appropriate technical experience required. |
| Preferred Qualifications |
Experience managing a Helpdesk or Service Desk. Preferred certifications: |