Service Desk Manager
21 hours ago
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
- 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
- Masters' degree or advanced degree
- Work experience as a call center supervisor or manager
- HDI certification and ITIL Foundations certification
Ferris State University offers a competitive salary and benefits package, as well as opportunities for professional growth and development.
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