IT Service Desk Manager

Description General Responsibilities: Under the general supervision of the Director of Information Technology, serve as primary coordinator of IT technical support for the College, to include management of the Service / Helpdesk, maintenance of appropriate documentation pertaining to IT systems and processes. Assist with setup/takedown and diagnosis/repair of computers, peripherals, and other information technology devices as may be needed. Provide backup support for Datatel applications administration. Examples of Duties: Job Functions Oversee day-to-day operations of the service desk team, ensuring efficient delivery of customer support, desktop management, and lifecycle processes, event support, printing, and AV/classroom technology support. Serve as the primary point of escalation for critical operational issues, ensuring timely communication with stakeholders and resolution of service-impacting incidents. Collaborate with other team members on the development and implementation plans for technologies and services for the campus (e.g., Workstation Management, Classroom technology upgrades, SaaS/cloud adoption). Ensuring staff are adequately trained on service desk processes and tools. Responsible for management duties of the Service Desk Team (e.g., regular team meetings, hiring, performance management) including team members and student employees. Tracking key performance indicators (KPIs) like average ticket resolution time, first contact resolution rate, and customer satisfaction scores. Monitoring adherence to SLAs for response times, resolution times, and escalation procedures.. Proactively identify potential SLA violations and taking corrective actions Communicate and coordinate with staff and leadership to ensure operational issues impacting service quality are escalated, communicated, and resolved in an expedient fashion. Produce and review historical reports regarding projects and tickets in the service desk work queue; share performance and any insights with the Director of IT in effort to resolve issues and ensure efficient resolutions. Collaborate with appropriate stakeholders to discuss any changes in the reporting processes. Ensure 100% of team members complete a defined set of training modules annually (e.g., tools, processes, emerging technologies). Conduct quarterly performance reviews with documented improvement plans for underperforming team members. Other duties as assigned. Typical Qualifications Minimum Requirements: A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. A degree in a related field may be substituted for the required experience on a year-for-year basis. Preferred Requirements: Prefer a Bachelor's degree in comp science or management info science and one (1) year exp in helpdesk or service desk management; or an associate's degree in comp science or comp tech and three (3) years exp as a team lead with comp system development & modification; or HS diploma and five (5) years exp in comp programming or comp system development & modification. Supplemental Information Anticipated Work Hours Thirty-seven and one-half hours (37.5) per week. Monday - Thursday, 8:00 am - 5:30 pm, Friday, 8:00 am - 11:30 am Classifications AM50 - TEC 05 #61130849 Legacy #147428 #J-18808-Ljbffr Florence-Darlington Technical College