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:
Bachelor's 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.

Required Licenses and Certifications:
A valid driver's license and HDI Support Center Manager certification within one year of employment.

Physical Demands:

• Office Environment
• Bending
• Carrying
• Moving
• Reaching
• Sitting
• Driving
• Lifting
• Pulling/Pushing
• Repetitive movement
• Standing
  

Additional Education/Experiences to be Considered:
Masters' Degree or Advanced Degree. Work experience as a call center supervisor or manager. HDI certification and ITIL Foundations certification.

Essential Duties/Responsibilities:
1. Oversee the Walk-up operations for in-person IT customer support.
2. Oversee the Hardware Repair area and its proper operation.
3. Oversee the Call Center that includes phone, chat, and portal customer requests.
4. Oversee Cellular Device support including MiFi devices for employees.
5. Oversee the IT portal as a technical replacement for IT technical web pages.
6. Provide monitoring and direction for team project related activities as assigned by the department director.
7. Respond to user requests for information and assist in problem resolution. Frequent interaction with customer departments and leadership is imperative.
8. Develop, implement, and maintain a service catalog of all IT services offered and assist in coordinating content.
9. Provide primary direction and ownership of the ITSM application.
10. Plan and distribute technology related communications to the University, including outages, alerts, project related content, and general information.
11. Monitor and maintain the IT Portal related content.
12. Facilitate the ITSM system where possible to improve efficiency.
13. Coordinate the configuration of processes in ITSM software tools.
14. Identify reoccurring and potential operation problems, recommend procedures and controls for prevention, and investigate alternative methods to expedite problem resolution.
15. Facilitates process related team meetings to improve efficiency and communication.
16. Work with campus IT personnel and vendors to efficiently resolve emergent situations.
17. Meet with customer areas on a regular basis to discuss technology updates and changes as well as address any concerns.
18. Collaborate closely with other coordinator and managers for a cohesive service desk operation.
19. Maintain and continuously develop relationship with third party support center and respond to after-hours ticket escalation and emergency issues.
20. Maintain ownership of the ITSM system and see to its continued support.
21. Proactively communicates information on IT policies, procedures and processes to ensure effective and efficient use of resources.
22. Performs all duties in compliance with applicable University policies and procedures and state and federal requirements as well as guidance from the department director.
23. Responsible for the functional supervision and training of assigned staff within the area of responsibility.
24.Carry out supervisory responsibilities in accordance with University policies and applicable laws.
25. Assist in project coordination of service management related work or other projects as assigned.
26. Maintain job related computer skills and working knowledge of the advances in technology.
27. Assist director with the coordination of strategic development of long-term plans.
28. Works at multiple FSU campus locations as required.
29. Operates university motorized vehicles in a safe manner while performing job duties.
30. Reports directly to Director of the IT Solution Center (ITSC) or designee.
31.Responsible for maintaining the confidentiality of designated information.
32. Demonstrates an understanding of diversity, equity, and inclusion, especially in working relationships with students, faculty, staff and community members.
33. Support, promote, and develop University student enrollment and retention initiatives.
34. Any other duties assigned within the position classification area.

Marginal Duties/Responsibilities:
1. Approve time off requests from team members.
2. Approve time cards for direct report non-exempt staff.
3. Assist with or complete employee performance evaluations of team members.
4. Serve on committees as assigned.
5. Perform back-up responsibilities of the Desktop Support Coordinator/Manager as needed
6. Develop and/or refine internal processes and related training and participate in new employee on-boarding for ITSC specific topics.
7. Provide leadership for group collaborations on such things as knowledge management, and problem management/major incident management.
8. Monitor open work tickets and project tasks to assure timely and accurate resolution.
9. Perform other duties as assigned.

Skills and Abilities:
1. Be a highly motivated individual that works well in a team environment or independently.
2. Direct and instruct technical staff effectively, efficiently, and professionally.
3. Use a broad understanding of ITIL's ITSM core methodologies..
4. Communicate effectively and follow best practices for customer service.
5. Possess leadership skills in both technical and process oriented initiatives.
6. Interact effectively with all levels of organizational personnel and with outside vendors.
7. Plan, organize, and make independent decisions with sound judgment.
8. Assist with customer conflict resolution.
9. Assist with employee related issues when necessary.
10. Use excellent verbal and written communication skills as well as analytic, technical problem solving, and research skills.
11. Express technical information in a clear and understandable way.
12. Manage multiple initiatives and assignments concurrently to completion in a timely and logical manner.
13. Demonstrated commitment, experience and understanding for diversity, equity, and inclusion.

Required Documents:

• Cover Letter
• Resume
• Unofficial Transcript 1
  

Optional Documents:

Special Instructions to Applicants:
Transcript 1 (REQUIRED): Applicants must attach a copy of unofficial transcript of Bachelor's degree from an accredited college or university.

Transcript must include: Institution name, applicant name, date degree attained, degree awarded. Finalist will be required to submit an official transcript.

Initial Application Review Date:

October 14, 2024

Open Until Position is Filled?:
Yes

Posting Close Date:


EEO Statement:
Ferris State University, an Affirmative Action/Equal Opportunity employer, is committed to enhancing equity, inclusion, and diversity within its community. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity and educational excellence. Learn more about the Ferris Mission and community at ferris.edu. The University actively seeks applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups. For more information on the University's Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement.

Click here to learn more about working at FSU and KCAD.

---