IT Service Desk Manager

Under the supervision of the Associate Director of Information Technology, the IT Service Desk Manager will: manage the Information Technology Services (ITS) Service Desk activities through hiring and training of student assistants, measuring service desk efficiency, metrics and maintaining the ITS Website content. The IT Service Desk Manager will maintain an active social media presence for ITS, measure customer satisfaction for services delivered, deliver employee and student ITS service orientations and providing tier two software support.

• Execute Service Desk support activities including logging calls/contacts into incident tracking software, resolving common issues on the spot, triaging calls to determine who in the organization should address/fix higher tier problems. E

• Monitoring of support queue to ensure that customers are receiving prompt responses to their issues E

• Hire, Manage, Train and Mentor student employees providing support services through the Service Desk E

• Provide one-on-one staff and faculty computer/desktop orientations E

• Classify Incidents as they arrive and assign to the corresponding team for assignment E

• Deliver orientations on ITS services to Cal Lutheran’s various constituents E

• Maintain consistent, high quality response to customer inquiries E

• Provide active social media presence on various social media platforms for ITS Department E

• Maintain client relationships, understand business objectives, and manage desired IT outcomes E

• Manage and Maintain ITS Website content for end users including: knowledge base articles, highlighting ITS resources and services offered to university community E

• Provide and analyze metrics from the service desk tracking software and phone system to identify trends for continuous improvement E

• Increase first call and overall resolution rates through knowledge management best practices E

• Manage follow-up process for incidents including the development of surveys to measure satisfaction and insure work completion E

• Coordinate upgrades to the service desk ticketing software and insure accurate request types, and proper usage E

• Provide support and consultation services to resolve issues or problems with standard university adopted software applications and services. E

• Assist with account creations for various systems E

• Assist with process improvement for existing services and policies and procedures for the technical services area E

• Assist with documenting standard operating procedures and routinely update that documentation as procedures change. E

• Resolve ticketed incidents within timeframes identified in the IT department’s service level objectives

• Follow policies and procedures related to how problems are identified, received, documented, distributed, and corrected E

• Assist in maintaining an accurate inventory of all technical equipment. E

• Assist in monitoring IT assets and supplies. E

• Assist with special projects

• Other duties as assigned

E = Essential Duties

• Oral and written communication skills

• CLU supported application software such as MS Office Suite, SPSS, Adobe Creative Cloud, Blackboard Learn, Qualtrics, and Lynda.com

• Service Desk performance metrics (call, email, and ticket management statistics) for SLAadherence coupled with predictive analysis

• Mobile devices including iOS and Android and Apps used in a university setting

• Social Media Platforms

• Advanced working knowledge of both Windows OS and Mac OS.

• Statistics and statistical analysis as applied to the ITS service desk.

• Interpersonal skills using tact, patience and courtesy.

• Knowledge Base Management

• Build excellent customer relationships and provide customer service via phone, email and in person.

• Deliver high quality productivity tool workshops and software troubleshooting

• Communicate technical issues in a non-technical manner to clients

• Communicate client needs with appropriate specificity and urgency to the appropriate staff

• Communicate effectively both orally and in writing

• Analyze data and metrics

• Deliver new employee and student orientation sessions

• Write documentation and create technical handouts

• Establish and maintain cooperative and effective working relationships with others

• Manage Social Media Platforms

• Web page development and publishing

• Work independently with little direction

• Work collaboratively in a changing environment

• Work with members of the University community (faculty, students, staff, and alumni) who have diverse technological skills

• Change in an always evolving IT environment

Any combination equivalent to: A Bachelor’s degree and two years of experience working on a help desk or call center providing basic PC/Mac hardware and software support and computing in a highly networked environment or related experience

Microsoft MCDST, Comp TIA A+, HDI Desktop

Support Technician or equivalent certifications

A Bachelor’s degree in Computer Science

none

Dexterity of hands and fingers to operate a computer keyboard; Seeing to view a computer monitor; Sitting for extended periods of time; Hearing and speaking to exchange information in person and on the telephone; Bending at the waist, kneeling or crouching; climbing ladders to install equipment; lifting, carrying, pushing or pulling moderately heavy objects

Office Environment, constant interruptions, requires some night and/or evening work to complete work in off-peak periods.