IT Service Desk Manager

Providence College; Rhode Island; On-site; USD 70,000 - 100,000; Full time

Job summary

Collaborate with infrastructure, information security, and enterprise management to deliver excellent customer service and maintain knowledge management and service desk procedures.

Qualifications

• Bachelor’s degree in technology and/or Business Communications is required.
• Three to five years’ experience in a call center, help desk, or similar environment.
• 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.

Responsibilities

• Provide first line of support for campus technology issues and manage tier one support for hardware, software, and A/V equipment.
• Direct and supervise Helpdesk staff, coordinate hiring and set goals for full-time and student staff.
• Coordinate with managers to ensure effective collaboration between Helpdesk and technology support specialists.
• Manage the IT Service Management Platform (Team Dynamix) and maintain the knowledge base.
• Oversee print management (PaperCut), upgrades, patches, and documentation.

Skills

Staff management

Communication

Troubleshooting

Windows & Office

Customer service

Cross-team collaboration

Education

Bachelor's degree in technology and/or Business Communications

Tools

TeamDynamix

Job description

Founded in 1917, Providence College (PC) is a premier Catholicliberal arts institution steadfastly committed to academicexcellence through a dynamic core curriculum, a distinctiveDevelopment of Western Civilization Program, and abundantexperiential learning opportunities. The only U.S. higher educationinstitution administered by the Dominican Friars, PC is committedto providing a variety of opportunities for intellectual, social,moral, and spiritual growth in a supportive environment. ProvidenceCollege believes that cultural and intellectual pluralism isessential to the excellence of its academic programs, and strivesto foster an academic culture and campus community reflecting theglobal environment in which we live and work.

The approximately 105-acre campus is situated in Rhode Island’scapital city and is close to the many cultural and educationalofferings of Rhode Island’s “renaissance city.” Additionally,Providence is located an hour from Boston and just a few hours fromNew York City.

For years, Providence College has been recognized in the U.S.News & World Report “Regional Universities – NorthCategory” and has been commended by several other rankingpublications.

Overview

Manage the activities of the Information Technology Service Desk. Lead the day-to-day operations, ensure high-quality supportservices, manage staff, maintain service levels, and serve as theprimary point of coordinator for technology-related supportactivities. Serve as the primary escalation point for high-priorityincidents, develop support procedures, oversee knowledgemanagement, and collaborate with infrastructure, enterprisemanagement, information security, and other IT teams to deliverexceptional customer services.

Duties and Responsibilities

1. Provide first line of support for all technology related issueson campus. Provide tier one support for supported hardware andsoftware, classroom technology, computer labs, event spaces, andA/V equipment loans for members of the college community. Serve asthe central point of contact for technology needs related to eventson campus. Monitor ticket queues and distribution of work to theappropriate IT teams. Manage escalations for high impact incidentsand analyze trends to determine if improvements to service deliveryare required. (30%)
2. Direct and supervise the Helpdesk support specialists (day andevening/weekend), graduate assistants, and student workers.Coordinate hiring and determine goals and responsibilities forfull-time and student staff. Evaluate effectiveness of staffactivity and performance on an annual basis. Create a mergedintensive training program for service desk student employees andgraduate assistants. Coordinate activities related to the arrivaland return of students, faculty, and staff during the fall andspring semesters. (30%)
3. Coordinate closely with the Manager of Technology Support forcollaboration between the Helpdesk support specialist andtechnology support specialists. Supervise service desk studentemployment and maintain the training program for student employees,including graduate assistants, that includes cross-training betweenthe two groups. Work closely with the technology supporttechnicians to coordinate in person and remote support for faculty,staff, and students, provide support for classrooms and publicspace, and events setup. (20%)
4. Manage the day-to-day functional use and desk of the IT ServiceManagement Platform (Team Dynamix). Maintain the Service DeskKnowledge Base and act as moderator for all self-service inquiries.Monitor the support desk email and voicemail accounts and respondpromptly to inquiries as required. (10%)
5. Manage and coordinate all functionalities surrounding the printmanagement service (PaperCut). Work with system administrators andthe vendor to manage all upgrades and patches to the operatingsystem and client software installations. Coordinate with the ITtraining group to create new and update existing documentation andsupport materials. (10%)

MARGINAL DUTIES:

1. Perform all other duties as may be required.

Education and Experience

• Bachelor’s degree in technology and/or Business Communicationsfrom an accredited institution required.
• Three to five years’ experience in a call center, help desk, orsimilar environment or an equivalent combination of education andexperience.
• 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.

PHYSICAL DEMANDS:

The physical demands described here are representative of thosethat must be met by an employee to successfully perform theessential functions of this position. Reasonable accommodations maybe made to enable individuals with disabilities to perform theessential functions.

• Sitting in a normal seated position for extended periods oftime
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity required to manipulate objects with fingersrather than with whole hand(s) or arm(s), for example, using akeyboard
• 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 generalnature and level of work expected of the incumbent. It is notdesigned to cover or contain a comprehensive listing of activities,duties, or responsibilities required of the incumbent. Incumbentmay be asked to perform other duties as required.