Now Hiring: Service Desk Manager
The College of Science & Engineering is seeking a Service Desk Manager to join its Service Desk Team. The Service Desk Manager acts as the general Support Coordinator for CSE-IT supported departments, manages the CSE-IT Service Desk Incident Management and Request Fulfillment processes, and provides technology consulting for college faculty, staff, and students.
Responsibilities
Manage the Service Desk and Request/Incident Management Process (75%)
- Manage Incident Handling and Request fulfillment processes from point of contact to resolution.
- Act as the primary point of escalation for service complaints and suggestions.
- Develop and maintain Service Desk documentation, including resources for responding to user queries including knowledge-based articles, documentation, or guides.
- Research and implement solutions for Tier 1 and 2 -level incidents and requests.
- Lead weekly Service Desk Staff meetings and attend CSE-IT managerial meetings.
- Supervising, recruiting, training, and evaluating Service Desk staff members.
- Manage CSE-IT fleet operations and loaner pool
Service Management and Project Management (15%)
- Consult with CSE faculty, staff, and students via the CSE-IT Service Desk, to understand and assess needs.
- Collaborate with appropriate service owners, technology support organizations, and vendors to identify solutions to client needs.
- Identify, prioritize, and implement Request and Incident improvement opportunities.
- Work with the CSE-IT Service Management to develop Service Desk processes for new and existing technical solutions.
- Manage Service Desk projects.
Collaboration & Professional Development (10%)
- Participate in related CSE and University professional groups and/or Communities of Practice to ensure the needs and interests of the College are represented.
- Contribute to, understand, and carry out the IT@UMN vision and strategy.
Qualifications
Required Qualifications
- A BA/BS degree plus at least two years of experience or a combination of related education and work experience to equal at least six years.
- Experience working at an IT Service Desk.
- Experience in creating end-user knowledge articles and support documentation, 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 working in Higher Education
- 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.
- ITIL 4 Foundations Certification