Service Desk Manager
2 weeks ago
Ferris State University is seeking a highly motivated and experienced Service Desk Manager to join our IT Solution Center team. As a key member of our team, you will be responsible for overseeing the day-to-day operations of our Service Desk, ensuring that our customers receive exceptional service and support.
Key Responsibilities:- Oversee the Service Desk operations, including the Walk-up area, Call Center, Hardware Repair area, and Cellular Device support.
- Provide customer-focused computer support and leadership, working as a liaison to the University community.
- Use various metrics to drive customer service and lead respective teams by mentoring team members, resolving issues, and providing guidance on University policies and procedures.
- Support the use of HDI & ITIL best practices and collaborate closely with other coordinators and managers for a cohesive service desk operation.
- Proactively communicate information on IT policies, procedures, and processes to ensure effective and efficient use of resources.
- Bachelor's degree.
- 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.
- A valid driver's license and HDI Support Center Manager certification within one year of employment.
- Masters' Degree or Advanced Degree.
- Work experience as a call center supervisor or manager.
- HDI certification and ITIL Foundations certification.
- A competitive salary commensurate with experience.
- A comprehensive benefits package, including health, dental, and vision insurance.
- A generous retirement plan.
- Opportunities for professional growth and development.
Ferris State University is an Affirmative Action/Equal Opportunity employer, committed to enhancing equity, inclusion, and diversity within its community. We actively seek applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups.
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Big Rapids, Michigan, United States Ferris State University Full timeJob Title: Service Desk ManagerFerris State University is seeking a highly motivated and experienced Service Desk Manager to join our IT Solution Center team. As a key member of our team, you will be responsible for overseeing the day-to-day operations of our Service Desk, ensuring that our customers receive exceptional service and support.Key...
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