Support Desk Manager — Lead IT Service Excellence
Grand Rapids Community College
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Benefits offered by this job
Job summary
Grand Rapids Community College is seeking a Support Desk Manager to lead the IT Support Desk, ensuring high-quality, customer-focused service for faculty, staff, and students. You will plan daily operations, manage staff, and drive improvements in incident management, requests, and knowledge management.
You will collaborate with IT teams and campus partners to align with service standards and institutional goals, while promoting best practices in IT Service Management and end-user experience
Qualifications
- Bachelor's degree in a related field is required.
- Preferred ITIL/ITSM or related certification.
- Minimum three years experience in support and two years in supervision.
Responsibilities
- Plan, organize, and oversee daily IT Support Desk operations.
- Lead recruitment, onboarding, training, scheduling, and performance management.
- Monitor service performance, feedback, and metrics for improvements.
- Develop and enforce Support Desk procedures and knowledge resources.
- Escalate complex issues and coordinate with technical teams.
- Oversee communications for disruptions and maintenance events.
Skills
Education
Job description
Grand Rapids Community College is seeking a Support Desk Manager to lead the IT Support Desk, ensuring high-quality, customer-focused service for faculty, staff, and students. You will plan daily operations, manage staff, and drive improvements in incident management, requests, and knowledge management.
You will collaborate with IT teams and campus partners to align with service standards and institutional goals, while promoting best practices in IT Service Management and end-user experience
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