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.


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.


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