Service Desk Manager

21 hours ago


Big Rapids, Michigan, United States Ferris State University Full time
Job Summary

We are seeking a highly motivated and experienced Service Desk Manager to join our team at Ferris State University. As a key member of our IT Solution Center, you will be responsible for overseeing the day-to-day operations and staff of the Service Desk, providing customer-focused computer support, and leading a team of technical staff.

Key Responsibilities
  • Oversee the Walk-up operations for in-person IT customer support
  • Manage the Hardware Repair area and its proper operation
  • Lead 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
  • Lead process-related team meetings to improve efficiency and communication
  • Work with campus IT personnel and vendors to resolve emergent situations
  • Meet with customer areas regularly to discuss technology updates and changes
  • Collaborate closely 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 applicable University policies and procedures
  • Responsible for the functional supervision and training of assigned staff
  • Carry out supervisory responsibilities in accordance with University policies and applicable laws
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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