Now Hiring: Service Desk Lead
The College of Science and Engineering Information Technology (CSE-IT) office is seeking to hire a Service Desk Customer Service Lead to act as the general Support Coordinator for CSE-IT supported departments. The Customer Service Lead will also be responsible for managing the CSE-IT Service Desk Incident Management and Request Fulfillment processes, as well as providing technology consulting and business analysis for college faculty, staff, and students.
Job Duties
- Manage the processing of incoming tickets and calls to the help desk to ensure timely and effective resolution to end user issues.
- Responds to problems, queries, or complaints from users.
- Troubleshoots, rectifies faults, and escalates problems when needed.
- Lead weekly Service Desk Staff meetings and attends CSE-IT managerial meetings.
- Manage Request fulfillment processes from point of contact to resolution and act as the primary point of escalation for service complaints and suggestions.
- Manage Service Desk projects.
- Develops resources for responding to user queries including knowledge-based articles, documentation, or guides.
- Recruiting, training, and evaluating staff members.
Required Qualifications
- A BA/BS degree in a field related to the position; or a combination of related education and work experience in the areas of business or systems process analysis to equal four years.
- Experience working at an IT Service Desk in a Higher Education environment.
- Experience providing Tier-2 level technical support
- Experience in creating end-user and support documentation and knowledge, including the documentation of business processes and technical requirements.
- Demonstrated experience managing both technical problems and interpersonal customer service issues in a demanding work environment.
Preferred Qualifications
- Experience in using Teamdynamix
- Experience communicating with and serving the technical needs of high profile users like deans, department chairs, distinguished faculty, and/or business executives.
- Experience supporting Linux
- Experience with University of Minnesota OIT technical support processes.
- Experience with communication, presentation, and training on system processes, enhancements, and technology solutions.