IT Service Desk Manager - Lead Support & Staff Excellence

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

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