Technology Service Desk Leader

Solutions Management Group; Fort Dodge (IA); On-site; USD 70,000 - 95,000; Full time

Job summary

Solutions Management Group is seeking a Technology Customer Service Manager to lead the Service Desk Analysts and Computer Support Technicians, guiding endpoint deployment, incident resolution, and customer service excellence for Iowa Central Community College staff.

The role focuses on First Contact Resolution, collaborates with Incident & Service Request Teams, and develops self-help documentation and training content with leaders. Exempt, full-time, on-site.

Qualifications

• Employee must be able to execute strong customer service skills.
• Associates Degree or Certificate/Diploma in computer science or related field
• Management experience is required
• Computer knowledge: Microsoft Word, PowerPoint and Excel, MAC operating system, and Adobe Flash Media Live

Responsibilities

• Provides excellent customer service to all Iowa Central Community College staff.
• Participates in the hiring/training/developing of the Service Desk Analyst and Customer Support Technicians.
• Provides coaching and direction of staff by assigning appropriate resources and reviewing processes and deliverables of all activities performed by their team.
• Manages the development, training, and ongoing performance of all team members.
• Acts as the first point of contact for North Iowa Central Community College in the absence of the Director of Dedicated Client Services.
• Facilitates ongoing communication between the Service Desk, Student Service Desk, Customer Support Technicians, Department functional units, and System Administration as necessary to ensure rapid incident resolution.
• Engages with the client's CIO on a regular basis and attends the reoccurring checkpoint meetings.
• Motivates team to utilize Industry best practices and deliver outstanding customer service and satisfaction to all locations.
• Leads and participates in projects, using departmental incident/project tracking software and Agile work-flow methodologies.
• Produces Quarterly metrics and templates to evaluate technical support issue response times and issue resolution with teams.
• Complies reports of SLA's targets/numbers/types of requests, analyze the data, and then communicate to the team.
• Works with various departmental leaders and stakeholders to implement service delivery & support requirements.
• Establishes target activities and manages the Service Desk Analysts team's daily workflow

Skills

Customer service

Team leadership

Coaching

Agile methodologies

Education

Associate degree or certificate in computer science

Tools

Microsoft Word

PowerPoint

Excel

MAC operating system

Adobe Flash Media Live

Job description

Solutions Management Group is seeking a Technology Customer Service Manager to lead the Service Desk Analysts and Computer Support Technicians, guiding endpoint deployment, incident resolution, and customer service excellence for Iowa Central Community College staff.

The role focuses on First Contact Resolution, collaborates with Incident & Service Request Teams, and develops self-help documentation and training content with leaders. Exempt, full-time, on-site.