Service Desk Manager
4 weeks ago
Job Summary:
Ferris State University is seeking a highly motivated and experienced Service Desk Manager to oversee the day-to-day operations and staff of the Service Desk operations. The successful candidate will provide customer-focused computer support and leadership, working as a liaison to the customers within the University community.
Key Responsibilities:
- Oversee the Walk-up operations for in-person IT customer support.
- Lead the Hardware Repair area and its proper operation.
- Manage the Call Center, including phone, chat, and portal customer requests.
- Oversee Cellular Device support, including MiFi devices for employees.
- Develop and maintain a service catalog of all IT services offered.
- Provide primary direction and ownership of the ITSM application.
- Plan and distribute technology-related communications to the University.
- Monitor and maintain the IT Portal related content.
- Facilitate the ITSM system to improve efficiency.
- Coordinate the configuration of processes in ITSM software tools.
- Identify reoccurring and potential operation problems and recommend procedures for prevention.
- Work with campus IT personnel and vendors to resolve emergent situations.
- Meet with customer areas to discuss technology updates and changes.
- Collaborate with other coordinators and managers for a cohesive service desk operation.
- Maintain and develop relationships with third-party support centers.
- Perform all duties in compliance with University policies and procedures.
Requirements:
- Bachelor's degree.
- 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.
- A valid driver's license and HDI Support Center Manager certification within one year of employment.
Preferred Qualifications:
- Masters' Degree or Advanced Degree.
- 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.
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