It service desk manager

Conducted under the auspices of the Dominican Friars, Providence College is a Catholic, Dominican, liberal arts institution of higher education and a community committed to academic excellence in pursuit of the truth, growth in virtue, and service of God and neighbor. We seek candidates who can affirm and contribute to our mission. Providence College is also an equal opportunity employer and is committed to fostering a Beloved Community — an environment that reflects the rich diversity of the human family and is marked by justice, charity and the promotion of the common good and flourishing of all. We invite applications from qualified individuals who possess the experience, knowledge and commitment to develop the diverse learning environment envisioned as part of the Beloved Community. Women and minority candidates are strongly encouraged to apply. The College’s Non-Discrimination policy can be found Notice of Non-Discrimination (PDF document)

Overview

Manage the activities of the Information Technology Service Desk. Lead the day-to-day operations, ensure high-quality support services, manage staff, maintain service levels, and serve as the primary point of coordinator for technology-related support activities. Serve as the primary escalation point for high-priority incidents, develop support procedures, oversee knowledge management, and collaborate with infrastructure, enterprise management, information security, and other IT teams to deliver exceptional customer services.

Duties and Responsibilities

• Provide first line of support for all technology related issues on campus. Provide tier one support for supported hardware and software, classroom technology, computer labs, event spaces, and A/V equipment loans for members of the college community. Serve as the central point of contact for technology needs related to events on campus. Monitor ticket queues and distribution of work to the appropriate IT teams. Manage escalations for high impact incidents and analyze trends to determine if improvements to service delivery are required. (30%)
• Direct and supervise the Helpdesk support specialists (day and evening/weekend), graduate assistants, and student workers. Coordinate hiring and determine goals and responsibilities for full-time and student staff. Evaluate effectiveness of staff activity and performance on an annual basis. Create a merged intensive training program for service desk student employees and graduate assistants. Coordinate activities related to the arrival and return of students, faculty, and staff during the fall and spring semesters. (30%)
• Coordinate closely with the Manager of Technology Support for collaboration between the Helpdesk support specialist and technology support specialists. Supervise service desk student employment and maintain the training program for student employees, including graduate assistants, that includes cross-training between the two groups. Work closely with the technology support technicians to coordinate in person and remote support for faculty, staff, and students, provide support for classrooms and public space, and events setup. (20%)
• Manage the day-to-day functional use and desk of the IT Service Management Platform (Team Dynamix). Maintain the Service Desk Knowledge Base and act as moderator for all self-service inquiries. Monitor the support desk email and voicemail accounts and respond promptly to inquiries as required. (10%)
• Manage and coordinate all functionalities surrounding the print management service (PaperCut). Work with system administrators and the vendor to manage all upgrades and patches to the operating system and client software installations. Coordinate with the IT training group to create new and update existing documentation and support materials. (10%)

MARGINAL DUTIES:

Perform all other duties as may be required.

Education and Experience

Bachelor’s degree in technology and/or Business Communications from an accredited institution required. Three to five years’ experience in a call center, help desk, or similar environment or an equivalent combination of education and experience. Experience managing staff. Excellent verbal and written communication skills. Strong organization and troubleshooting skills. Knowledge of Microsoft Windows and Office. Knowledge of social media and web technologies. ITIL Foundations Certifications.

Supplemental Information

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sitting in a normal seated position for extended periods of time Reaching by extending hand(s) or arm(s) in any direction Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard Communication skills using the spoken word Ability to see within normal parameters Ability to hear within normal range Ability to move about

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.

NOTICE OF E-VERIFY PARTICIPATION

Providence College participates in E-Verify to confirm the identity and employment authorization of individuals hired to work in the United States. Before submitting this application, please review the following documents: E-Verify Notice of Participation Right to Work By continuing with this application, you acknowledge that you have been informed of our participation in E-Verify and have had the opportunity to review these notices.