Service Desk Manager

2 weeks ago


Big Rapids, Michigan, United States Ferris State University Full time
Job Title: Service Desk Manager

Job Summary:

Ferris State University is seeking a highly motivated and experienced Service Desk Manager to oversee the day-to-day operations of the Service Desk. The successful candidate will be responsible for providing exceptional customer service, leading a team of technical support staff, and ensuring the efficient resolution of IT-related issues.

Key Responsibilities:

  • Oversee the Service Desk operations, including the Walk-up area, Call Center, Hardware Repair area, and Cellular Device support.
  • Provide technical support and leadership to team members, ensuring excellent customer service and timely issue resolution.
  • Develop and implement service catalog of all IT services offered and assist in coordinating content.
  • Monitor and maintain the ITSM application, ensuring efficient and effective use of resources.
  • Collaborate with campus IT personnel and vendors to resolve emergent situations and improve service delivery.
  • Lead team meetings to improve efficiency and communication, and facilitate process-related discussions.
  • Perform supervisory responsibilities, including employee training, performance evaluations, and conflict resolution.
  • Assist with project coordination of service management-related work and other projects as assigned.
  • Stay up-to-date with advances in technology and maintain job-related computer skills.

Requirements:

  • Bachelor's degree in a related field.
  • Two years of work experience in an IT-related technical customer support area and supervisory experience.
  • Hands-on experience in a call center, service desk, or help desk operation.
  • Valid driver's license and HDI Support Center Manager certification within one year of employment.

Preferred Qualifications:

  • Masters' degree or advanced degree in a related field.
  • Work experience as a call center supervisor or manager.
  • HDI certification and ITIL Foundations certification.

What We Offer:

Ferris State University offers a competitive salary and benefits package, as well as opportunities for professional growth and development.

How to Apply:

To apply, please submit a cover letter, resume, and unofficial transcript to [insert contact information].


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