Service Desk Manager
Job no: 497173
Position type: Full-Time 12-Month
Department: 460200 - User Services
Location: Main Campus - Starkville, MS
Position Open Date:
Salary Grade/Salary Minimum:
Essential Duties and Responsibilities:
The following examples are intended as illustrations only of the various types of duties and responsibilities assigned to the Service Desk Manager position. The absence of specific statements of duties and responsibilities does not exclude those tasks from this position if the work is similar, related, or a logical assignment of this position.
- Manages and/or resolves clients' information technology problems and issues:
- Monitors appropriate queue for incidents and service requests assigned.
- Communicates with ITS upper management regarding issues and problems such as the following: i) Issues/problems requiring approval; ii) Issues/ problems of an urgent nature that require assistance; iii) Issues/problems of a unique nature to determine how to resolve.
- Regularly communicates with clients regarding problems and/or issues.
- Troubleshoots and resolves problems efficiently and in a timely manner which may require working beyond the normally scheduled work hours.
- Provides coordination with secondary support if necessary and closes tickets when problems are resolved to clients' satisfaction.
- Direct the day-to-day operation of the Service Desk units:
- Supervise staff.
- Be available throughout the day to handle questions and issues.
- Serve as a liaison between faculty, staff, and students and the ITS back office staff.
- Work closely with ITS personnel to provide quality and timely information to our MSU user community.
- Administer the Service Desk's incident management systems:
- TeamDynamix - IT Service Management (ITSM) system.
- T-Metrics - automated call distribution (ACD) phone system.
- Monitor the Service Desk's problem management systems and report trends:
- Prepare reports and graphs regarding the ITSM system performance.
- Prepare reports regarding the metrics of the T-Metrics ACD phone system.
- Recommend changes to enhance the effectiveness of both systems.
- Remains current on information technology changes as they apply to our academic environment:
- Keep Service Desk personnel informed of ITS policy and procedural changes.
- Keep Service Desk personnel informed of ITS enterprise system changes and how these changes will affect the end user.
- Be proactive and keep students, faculty, and staff informed of these changes
- Provide best-of-class customer service:
- Respond in an appropriate and timely manner to clients' problems/issues.
- Be readily available via all means of Service Desk contact: i) Phone; ii) Electronic; iii) Face-to-face.
- Communicate the status of issues with clients, team members, and upper management.
- Knowledgeable in the configuration and support of Service Desk core services:
- Distribution of the university licensed software suite:
- Understanding of the distribution process, both the technical and non-technical perspectives;
- Installation knowledge;
- Basic understanding of all software.
- Network wireless assistance.
- Enterprise software systems.
- Virus removal assistance for ITS supported clients.
- Mobile email assistance.
- First responders for classroom technology tickets.
The Service Desk Manager has supervisory responsibilities for the Service Desk units. The following examples are intended as illustrations only of the various types of supervisory responsibilities assigned to the Service Desk Manager position. The absence of specific statements of supervisory responsibilities does not exclude those responsibilities from this position if the work is similar, related, or a logical assignment of this position.
- Mentor, coach, and guide Service Desk personnel to ensure the Service Desk team is meeting their specified goals:
- Meet on a regular basis with Service Desk personnel to discuss tasks at hand.
- Facilitate open communication on a daily basis to provide information as appropriate to Service Desk team members.
- Assist, guide, and verify Service Desk personnel are abiding by University and ITS policies and procedures.
- Maintain open dialogue with the Director of User Services to ensure departmental goals and priorities are being met.
- Involved and responsible for Service Desk personnel issues:
- Heavily involved in the hiring process of new Service Desk personnel.
- Responsible for hiring and scheduling of Service Desk student workers and graduate assistants.
- Responsible for preparing annual performance reviews for all Service Desk personnel.
- Address any Service Desk personnel issues/problems as they arise.
- Inform the Director of User Services of personnel issues.
Bachelor's degree from an accredited college or university with a focus on Information Technology or related field.
A minimum of five to seven years' experience in customer/desktop support work environment is required.
- Previous supervisory experience.
- Experience with local area networks.
- Experience with database administration, i.e. Microsoft SQL Server.
- Installation and support of Microsoft Office Suite Products.
- Appropriate certification such as Microsoft Certified Certification.
- Experience with supervising a technical staff.
- Certifications are preferred but are not required for the Service Desk Manager.
Knowledge, Skills, and Abilities:
- Excellent interpersonal and customer service skills.
- Ability to concentrate/focus for long periods of time.
- Ability to handle multiple tasks of emergency nature throughout the day with no supervision.
- Highly self-motivated.
- Excellent organization and supervisory skills.
- Familiar with the removal of malware and viruses.
- Knowledgeable in the configuration of mobile devices.
- Ability to initiate new tasks after an assigned task has been completed or passed on with no supervision.
- Ability to teach others how to use information technology.
- Strong aptitude to learn new technologies.
- Experience with installation and support of PC and/or Macintosh OS/application software.
- Excellent oral and written communication skills.
Working Conditions and Physical Effort:
- The ability to manipulate a variety of office equipment.
- No unusual physical requirements. Requires no heavy lifting, and nearly all work is performed in a comfortable indoor facility.
- Routine deadlines; usually sufficient lead time; variance in work volume seasonal and predictable; priorities can be anticipated; some interruptions are present; involves occasional exposure to demands and pressures from persons other than immediate supervisor.
- Job frequently requires sitting, reaching, talking, hearing, and handling objects with hands.
- Job occasionally requires standing, walking, stooping/kneeling/crouching/crawling, and lifting up to 10 pounds.
- Vision requirements: Ability to see information in print and/or electronically.
Instructions for Applying:
All applicants must apply online at www.msujobs.msstate.edu. Please submit a professional application along with a cover letter, resume, and the names and addresses of three professional references. We will accept applications only from persons with indefinite employment authorization in the U.S., and will not sponsor for nonimmigrant or immigrant status for this position.
Equal Employment Opportunity Statement:
MSU is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, sex (including pregnancy and gender identity), national origin, disability status, age, sexual orientation, genetic information, protected veteran status, or any other characteristic protected by law. We always welcome nominations and applications from women, members of any minority group, and others who share our passion for building a diverse community that reflects the diversity in our student population.
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