Service Desk Manager

Position Title:

Service Desk Manager

Location:

Big Rapids (Main Campus)

Department:

54200 – IT Solution Center

Advertised Salary:

Salary commensurate with experience.

FLSA:

Exempt

Temporary/Continuing: 

Continuing

Part-Time/Full-Time:

Full-Time

Union Group:

N/A

Term of Position:

12 Month

At Will/Just Cause:

Just Cause

Summary of Position:

Under the general direction of the IT Solution Center director, oversee the day-to-day operations and staff of the Service Desk operations. This includes a Walk-up area, the Call Center, the Hardware Repair area, and Cellular Device support. Provide customer focused computer support and leadership and work as a liaison to the customers within the University community. Use various metrics to drive customer service for this position and all direct reports. Lead respective team by mentoring team members, helping resolve issues with customers, other groups and team members, providing guidance on University, department and unit policies, procedures and processes. Support the use of HDI & ITIL best practices.

Position Type:

Staff

Required Education:

Bachelors degree.

Required Work Experience:

Two years of work experience in an IT related technical customer support area and supervisory experience of full-time, part time, and/or student employees. Hands on experience in a call center, service desk, or help desk operation.