Service Desk Manager

Wheaton, IL, United States

Job Overview

Reporting to the Director of Technology Support Services, the Service Desk Manager is responsible for the coordination and leadership of all activities and tools related to the AIT Service Desk and its student workers, in order to provide excellent customer service to the Wheaton College community. The AIT Service Desk provides the single point of contact for Wheaton College technology services.

Duties and Responsibilities

Provide leadership and supervision of our AIT Service Desk Student Support Team. This 15-20 student team provides front line support to faculty, students, staff, and guests, regarding all areas of technology at Wheaton College.

Recruit, interview, hire and train AIT Service Desk Students in order to ensure adequate levels of support for the AIT Service Desk and for projects or assistance provided to AIT team members.

Act as the initial escalation point and provide advanced triage of issues from the AIT Service Desk. This includes being the initial contact for after-hours emergencies.

Responsible for notifying AIT leadership of technical issues that could significantly impact the college community.

Manage the Information Technology Service Management (ITSM) system and processes which track incidents and requests, provides problem detection and investigation, and development of the tool that facilitates Change Management, Inventory Management, and Service Level Management.

Monitor and reports on Incidents, Move/Add/Change, and Equipment checkout requests. In addition to Incident Management, will promote and execute Problem Management of recurring issues and requests to identify and address the root cause.

Oversee the AIT Service Catalog to ensure a clear view of how services and systems provide value to the institution.

Oversee equipment available for checkout from Equipment Circulation. This includes managing the checkout software and ensuring the equipment meets the checkout needs.

Collaborate with the Technology Communications Liaison to coordinate communications, publicity, and promotional materials to ensure the Service Desk is apprised and prepared for support requests that might come in.

Will work with the subject matter experts across AIT to facilitate the creation and updating of knowledgebase content. This would also include customer-facing documentation, FAQs, and instructional materials.

Create, publish and update internal documentation for AIT Service Desk Student Workers regarding policies and procedures, support expectations skills, liability, accuracy, time spent on task, Service Level Agreements, and other issues as required.

Manage key service desk applications that provide remote control, equipment checkout, and call distribution.

Manage or participate in projects that directly impact the quality of service provided by the AIT Service Desk. This assistance will involve participating in project planning and execution to ensure AIT Service Desk preparedness and resource availability.

Manage assigned projects to ensure a timely completion within budget and scheduling constraints. Enlist support from areas within and outside of AIT as needed. Maintain good communication with stakeholders. Bachelor’s degree in a technical discipline (e.g., Information Technology, Information Systems, Computer Science, Engineering), project or academic discipline, or equivalent combination of training, education, and experience from which comparable skills can be acquired.

This job description is intended to represent key areas of responsibilities; specific assignments may vary from time to time, and other duties may be assigned.

Qualifications

Five years proven experience supervising teams in a support environment.

Five years proven strong technical understanding of current Microsoft and Apple operating systems.

Excellent customer service skills, with the ability to communicate with constituents at all levels of the College and with varying degrees of technical expertise.

Excellent troubleshooting skills, with the ability to utilize critical thinking, problem solving, and research, to connect disparate symptoms and identify the root cause of an issue.

Strongly Preferred ITIL V4 certified with experience in IT Service Management (ITSM) including, Change, Incident, Knowledge, and Problem Management principles and processes.

Detail-orientated, with the ability to work independently, use initiative, and make sound decisions.

Maintain current skills and training related to end user technology utilization and customer service.

Strongly Preferred experience with Service Desk software tools, including Five9 call distribution, BMC Footprints, Bomgar, Listserv/Maestro.

Preferred experience with website content management systems and design.

Physical Requirements

The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 25 pounds. In addition, the usual and customary methods of performing the job's functions require the following physical demands: occasional lifting, carrying, pushing, and/or pulling; some stooping, kneeling, crouching, and/or crawling; and significant fine finger dexterity.

FLSA Status – Exempt

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