IT Service Desk Lead

Posting Details

Job Specification Information


Job Posting Number
S354NE


Position Title
IT Service Desk Lead


Class Title
Staff


Regular or Contingent II
Contingent II (more than 6 mos)


Desired Start Date

FLSA
Non-Exempt


Grade/Range
$50,000 - $60,000


Open Date
02/01/2024


Close Date

Open Until Filled
Yes


Duties and Responsibilities

• Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
• Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.
• Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
• Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.
• Provide support to the service desk team and customers.
• Support operations using ITIL best practices.
• Participate in team meetings.
• Create support documentation, contribute to knowledgebase articles, and support continual process improvement.
• Act as the service desk team's first line of support for technical and process issues out of scope for Tier I agents.
• Trains and educates the technical support staff on products and processes.
• Promote and maintain positive customer relations.
• Review and assess team and individual performance and provides recommendations and feedback for improvement.
• Provides onboarding support for new hires and routine team training.
• Reports possible outages to management.
• Provide feedback to streamline Standard Operation procedures.
• Support in-office walk-ups and remote assistance while providing quality customer service.
• Other duties as assigned.

Minimum Qualifications
These are the job duties for required of the position

Education

• High School Diploma or GED required.
• Associate's degree in an IT-related field preferred.
• A+, HDI, ITIL certifications preferred.

Experience


At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.

Knowledge Skills and Abilities

• Committed to continual improvement processes and capturing lessons learned.
• Ability to foster a culture that values transparency and accountability.
• Excellent communicator and can motivate and inspire team members.
• Computer literacy in various applications, including Office 365, Teams, Zoom, Blackboard, etc.
• Ability to identify, troubleshoot, and resolve hardware and software problems.
• Ability to adapt and prioritize work independently in a dynamic environment.
• Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
• Should be able to identify symptoms for process improvement.
• Ability to work independently with minimal guidance and supervision.

Conditions of Employment


This position is Title III grant-funded. Employment is subject to available funding.

Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.

Other


Non-Union Position.

Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.

Posting Detail Information


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