IT Service Desk Manager

1 week ago


Lancaster, Texas, United States Dallas College Full time
About the Role

We are seeking a highly skilled and experienced IT Service Desk Manager to join our team at Dallas College. As a key member of our IT department, you will be responsible for overseeing the daily operations of our IT Service Desk, ensuring timely and effective resolution of technical issues, and maintaining high standards of customer service.

Key Responsibilities
  • Lead and supervise a team of IT Service Desk Customer Service Representatives and Leads, providing guidance, support, and performance feedback.
  • Advise on advanced technical support for complex issues, assisting team members and handling escalations as needed.
  • Triage tickets related to enterprise systems, including Workday HCM, Workday Finance, Workday Student, Salesforce, Active Directory, Microsoft Suite, and login and credentialing systems.
  • Maintain detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolutions.
  • Monitor and manage the ticketing system, ensuring accurate logging, tracking, and timely resolution of incidents and service requests.
  • Provide feedback and guidance to Customer Service Representatives on quality ticket management and documentation.
  • Conduct training sessions and mentor team members to enhance their technical skills and customer service capabilities.
  • Create and update the department knowledge base and articles.
  • Conduct regular performance reviews, set goals, and implement improvement plans for team members using the Workday Performance Management module.
  • Identify opportunities for process improvements and implement best practices to enhance service delivery and efficiency.
  • Generate and analyze reports on service desk performance, identifying trends and areas for improvement.
Requirements
  • High school diploma or equivalent required; vocational training, associate's or bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • 5+ years of experience in IT support, with at least 1-2 years in a supervisory or lead role; or a comparable combination of education and experience.
  • Proficient understanding of computer systems, cloud software, and other tech products.
  • Familiarity with Workday, ServiceNow, and Salesforce is desired but not required.
  • Excellent communication and interpersonal skills, with a strong customer service orientation.
  • Proven ability to lead and motivate a team, with excellent organizational and time management skills.
About Us

Dallas College is a leader in the community college space, placing students at the center of everything we do. We are committed to cultivating an environment of opportunity and belonging for all students and employees. We recognize that the Dallas College workforce, and the diverse talent that stems from it, is directly linked to our success.

We are an equal opportunity system that provides education and employment opportunities without discrimination on the basis of any protected attribute, including race, color, religion, national origin, sex, disability, age, sexual orientation, gender identity or gender expression, veteran status, pregnancy or any other basis protected under applicable law.

We will make reasonable accommodations for applicants and employees' religious practices and beliefs, as well as any mental health or physical disability needs.



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