Manager, Service Desk

Position Information

Job Title

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| Manager, Service Desk |
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| About the University of Notre Dame: |
| |
| The University of Notre Dame is a prestigious and renowned |
| institution committed to excellence in education, research, and |
| community engagement. We are seeking a Manager of the Service Desk to |
| join our team. |
| |
| At Notre Dame, we believe in creating an environment where all |
| individuals feel valued, respected, and included. We are committed to |
| diversity in all its forms and actively seek candidates from |
| underrepresented backgrounds. We encourage applications from |
| individuals of all races, ethnicities, genders, abilities, and |
| perspectives. |
| |
| Job Summary |
| |
| The Manager of the Service Desk within the Office of Information |
| Technology (OIT) will lead a dynamic team responsible for providing |
| exceptional technical support to the University of Notre Dames |
| faculty, staff, and students. This role will ensure the efficient |
| operation of the Service Desk, deliver outstanding customer service, |
| and foster continuous improvement in the delivery of IT support |
| services. |
| |
| TheOITService Desk is a shared service that provides responsive, |
| centralized support for standard computing devices and software and a |
| single point of contact for telephone and deskside support to the |
| Notre Dame community. Support includes handling phone calls |
| (including remote connecting to computers when needed), |
| electronically submitted questions, and walk-in customers requesting |
| assistance withOITservices and desktop applications. Additionally, |
| the Service Desk supports computer imaging, inventory management, |
| computer ordering and installation, and provides standard technical |
| support to partnership areas. This service is provided by leveraging |
| in-depth troubleshooting skills to identify, diagnose, and resolve |
| computer-related and telephone problems, as well as great |
| communication and customer service skills to match the outstanding |
| service provided by this team. |
| |
| Key Responsibilities |
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| Leadership and Management |
| |
| – Supervise, mentor, and coach a team of Service Desk technicians, |
| promoting a culture of excellence and professional development. |
| – Work closely with the Director to innovate and develop strategic |
| plans for the Service Desk services and staff. |
| |
| Customer Service |
| |
| Implement and monitor quality assurance KPIs to ensure Service |
| Desk staff consistently provides outstanding service that meets |
| the quality standards expected by the university. |
| – Maintain plans to ensure business continuity during university |
| closures, times with increased workload, and staff changes. |
| – Act as an escalation point for complex technical and customer |
| service issues, providing guidance and support. |
| |
| Process Improvement and Automation |
| |
| – Oversee the development of standard operating procedures (SOPs) |
| for all Service Desk activities including documentation, |
| training, and ongoing coaching. |
| – Maintain KPIs to discover opportunities for process improvements. |
| – Consistently seek and implement ways to leverage automation to |
| continue improving services. |
| |
| Collaboration |
| |
| – Work closely with otherOITdepartments and IT@ND colleagues to |
| represent the Service Desk and ensure the team outcomes align |
| with university and stakeholder goals and values. |
| |
| Communication |
| |
| – Facilitate effective communication between the Service Desk and |
| the university community regarding IT issues, updates, and |
| Service Desk changes. |
| |
| Planning and Coaching |
| |
| – Maintain plans to ensure business continuity during university |
| closures, times with increased workload, and staff changes. |
| – Coach and develop Service Desk staff to create pipeline |
| opportunities for future staff needs. |
| |
| Training |
| |
| – Assist with training and mentoring of new Service Desk staff, |
| students, and Temp/On-Call employees. |
| |
| Project Work |
| |
| – Represent Client Experience on IT projects and committees to aid |
| in planning support and change management activities for new and |
| evolving services. |
| |
| We encourage anyone with interest to apply, even if you dont have |
| all of the skills mentioned above. As a professional in the |
| ever-changing fields of technology and education, the selected |
| candidate can expect to continue to develop in these areas through |
| structured professional development programs, experiential learning, |
| and self-directed growth. Our team invests in helping each other |
| learn and grow along with