Under the leadership of the Operations and Technical Support Director, the Support Center Manager will be a working member of the Help Desk, Classroom and Event Support and Field Support Teams. This individual will also serve as the focal point for Incident Management, refining, overseeing and monitoring the process for resolving incidents, including reporting. This position serves as a back up to the Director of Operations and Technical Support.
Serve as a working member of Help Desk, Classroom and Event Support and Field Support teams
Includes Tier I, II and III support of hardware and software for institutional and student computers as well as phone support for campus constituents.
Incident and Problem Management
Responsible for facilitating the definition of service level agreements (SLAs) and key performance indicators (KPIs) related to services. This includes analyzing tickets to identify areas that we can make enhancements provide better service and more self-help options for HWS constituents.
Facilitate the development of processes and methodologies, to ensure effective monitoring, control and support of service delivery, to include but not limited to an escalation and knowledge management.
Will lead needs assessment and project to implement a new IT Service Management tool.
Supervise full time staff in the Help Desk, Classroom and Event Support and Field Support teams.
Other duties and project work as assigned.
Bachelor's degree in related field plus 5 years related experience, or the equivalent combination of experience, education and training. Must have served in a technical support role for at least 5 years. A+ Certification beneficial.
ITIL Foundations Certification strongly preferred. Awareness of ITIL Framework and concepts required.
Knowledge of TrackIT or another platform-as-a-service solution required.
Must be able to perform repairs of hardware, install software and troubleshoot IT-related issues.
Must work well under pressure and have excellent customer service skills.
A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders. Must have experience and the ability to write documentation and provide training.
Critical thinking, analysis and research skills required.
Must be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary.
This is a full-time, 12-month, benefits-eligible administrative salaried position. Some on-call hours required. Some weekend and evening hours may be necessary.The salary is competitive and is negotiable depending on the strength of qualifications. The benefit package includes but is not limited to: 20 days of vacation each year; 10 paid holidays; medical, dental, and vision insurances; long-term disability coverage; life insurance; and retirement benefits. This position is not all-inclusive, as other tasks or responsibilities may be assigned.
Review of applications will begin immediately and continue until the position is filled. Interested applicants are encouraged to submit a cover letter, resume and the names with contact information of at least three (3) professional references to our application service, Interfoliohttps://apply.interfolio.com/43667.
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Additional Salary Information: he salary is competitive and is negotiable depending on the strength of qualifications. The benefit package includes but is not limited to: 20 days of vacation each year; 10 paid holidays; medical, dental, and vision insurances; long-term disability coverage; life insurance; and retirement benefits.