Service Desk Operations Manager

4 weeks ago

Homestead, Florida, United States Allegheny Intermediate Unit Full time
Job Summary:

The Allegheny Intermediate Unit is seeking a highly skilled Service Desk Supervisor to oversee the daily operations of the service desk team. This role involves ensuring prompt and efficient technical support to all end users, managing staff, tracking performance metrics, and maintaining high levels of customer satisfaction.

Key Responsibilities:

• Supervise the service desk team, including assessing current ticket status, allocating work orders, and escalating issues as required.
• Assist department leadership in administering the ITSM ticketing tool to ensure effective processes, accurate reporting, and a continuously improving user experience.
• Provide end-user support for computer, audio/visual, basic network, printing, and other technology-related issues in a timely and professional manner.
• Collaborate with stakeholders to schedule and manage daily workload and special projects.
• Perform technical assistance and maintenance duties, maintain and update recordkeeping systems, document projects, and write user instructions.
• Troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.
• Assist with the purchasing process, configure and install new devices, and coordinate inventory management.
• Communicate the status of service desk requests to users via ticketing systems, phone, email, and other channels on an ongoing basis and follow service level commitments.
• Plan and conduct staff development related to the use of hardware and productivity software.
• Provide an exemplary and professional interface between the AIU and all customers by sending and receiving email, phone, and in-person communications to ensure accurate, timely, and professional information flow.

Requirements:

• Bachelor's degree in information technology, computer science, or a related field. Equivalent work experience may be considered.
• Minimum of two years of supervisory experience.
• Minimum of three years of experience supporting at least one of the following: Microsoft Office, Office365, Google Workspace for Education.
• Experience in K12 education highly preferred with the following technologies: Apple Mac OS, IOS, Android, Chrome OS, Google Workspace for Education, iPads, and Chromebooks.
• Support experience with at least three of the following educational technology and audio-visual tools required: interactive display boards, LCD projectors, scanners, document cameras, Web 2.0, and Zoom conferencing.
• Industry Certification such as CompTIA Network+, Security+, or A+ Certification preferred.
• Intermediate to advanced proficiency supporting Windows OS client computing environments.
• Ability to troubleshoot basic networking issues and understand basic Microsoft Active Directory concepts.
• Working experience with VOIP voice systems, video surveillance, door security, and visitor background check systems is preferred.
• Self-starter with exemplary customer service skills to complement proven multitasking abilities.
• Ability to provide effective support to all levels of the organization.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving abilities with attention to detail.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Customer-oriented mindset with a focus on delivering quality service.

Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sitting for extended periods of time.
Lifting, carrying, pushing, pulling 35 pounds.
Ability to kneel, crouch, bend, and reach to retrieve and handle teaching materials and supplies.
Moving fingers and hands in a repetitive manner.
Ability to speak clearly and distinctly when communicating with limited English-speaking customers.
Hearing clearly.
Adequate vision to perform duties.

The information contained in this job description is for compliance with Americans with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

Disclaimer:

The preceding description is not designed to be a complete list of all duties and responsibilities required of this position.

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