Service Desk Manager

The Wesleyan IT (ITS) department is agile, energetic, creative, highly collaborative, provides strong support for professional development, and fosters creativity and intellectual contributions by staff.

Under the direction of the Director of User Services, the Service Desk Manager provides high touch, customer service and leads the ITS Service Desk in the delivery of IT support and service to staff, faculty, and students throughout the University. The Service Desk is comprised of student staff who provide Tier 1 technical support to the community.

Wesleyan University offers a creative, rigorous, pragmatic liberal education that fosters personal development and social responsibility. Student employment can be an integral part of their educational experience. The Service Desk Manager is responsible for managing all day-to-day operations at the ITS Service Desk, including the hiring, training, supervision, and mentorship of Service Desk student staff.

The Service Desk Manager will foster strong relationships with the user base, providing support and guidance for them to use technology effectively.

The Service Desk Manager will provide input and demonstrate creativity as they evolve the current ITS student support operation into a full-fledged Tier 1 support center for faculty, staff, and students. This role is responsible for setting standards for a team that will be highly responsive to the service of community needs, triage IT requests and incidents, identify problems, and efficiently route to tier 2 and tier 3 professional staff as needed.

The Service Desk Manager is also responsible for collaborating with internal and external stakeholders to develop and facilitate campus IT training and instruction and deliver consistent service experiences.

Responsibilities include:

• Supervises and manages the daily operations of the Service Desk and student Service Desk staff, providing Tier 1 ITS support for the Wesleyan community via telephone, walk-in, email, text/chat, and remote support tools.
• Logs and manages all service/support incidents and requests using Wesleyan’s ITSM system (ServiceNow).
• Escalates and assigns Tier 2 and Tier 3 support to appropriate ITS professionals and service providers.
• Identifies issues with common root causes, perform root cause analysis, and collaborate with stakeholders to facilitate speedy resolution.
• Develops and coordinates comprehensive campus technology service and support resources, documentation, orientation, and training requirements and programs for both internal ITS student and professional staff and Wesleyan’s faculty, staff, and students.
• Maintains ITS knowledge base (KB) content; ensures internally and externally focused KB articles are created, formatted, maintained, published, and retired appropriately and communicated with the respective stakeholders accordingly.
• Maintains working knowledge of currently deployed IT services and applications.
• In collaboration with ITS Leadership and campus faculty, staff, and students, continually assess IT support and services to continually improve IT performance and customer satisfaction.
• Assist with implementation of workflow automations, ITIL processes, and self-service functions including managing the service catalog on Wesleyan’s ITSM platform.
• Other duties as assigned.

This is an on-campus position. Flexible start date can be accommodated.

Minimum Qualifications
Associate degree and a minimum of 3 years of experience providing support and training for tier 1 and tier 2 IT support and services or an equivalent combination of education and experience.
Demonstrated leadership which can include student clubs, student organizations, or other oversight responsibilities.
Experience using ServiceNow or similar ITSM/Service Desk management and ticketing software.
Demonstrated knowledge of and experience with both Windows and Mac OS.
A thorough understanding of common technical support and customer service call center responsibilities and practices, including triage of calls, documentation, building efficient workflows, staffing and scheduling, quality diagnostics, call volume analysis, knowledge documentation, guidelines/procedure creation and improvement, metrics, and data analysis, with a focus on continuous service improvement.
Demonstrated knowledge and experience with MS Office 365 and Google Suite of applications.
Familiarity with multiple browsers and troubleshooting browser-based applications.
Demonstrated outstanding relationship management, analytical, technical, organizational and skills.
Self-motivated and goal-oriented.
Effective communication skills.
Must be a team player, collaborative in nature and in practice, possess effective communication skills, and a strong customer-centered philosophy.
Demonstrated commitment to work within a diverse environment and interact professionally with individuals of diverse backgrounds.

Preferred Qualifications
Supervisory experience.
BA/BS degree and 5 years of experience providing support and training for tier 1 and tier 2 IT support and services or an equivalent combination of education, training and experience.
IT support and service experience at an institution of higher education is desirable.
Experience and comfort providing remote support to end users via remote control tools.
Experience with the use and support of VPN (virtual private network) tools and software.
ITIL Foundations Certification.
Experience configuring and administrating ServiceNow or similar enterprise-level ITSM tool.
Demonstrated understanding of IT network infrastructure in a multi-server environment.

Management Competencies
Build effective teams, Conflict management, Manage and measure work, Motivate others, Staff development

Competencies
Customer focus, Decision quality/ judgment, Functional/technical skills, Interpersonal skills/savvy, Patience, Personal accountability, Problem solving, Respects diversity

Special Instructions to Applicants
Application close date is May 6, 2022

Additional Information
Any and all offers to external applicants are contingent on the candidate’s completion of a pre-employment background check screening to the satisfaction of Wesleyan University.

Wesleyan requires all employees to be vaccinated against Covid 19 unless they meet the criteria for a medical or religious exemption. New employees must be vaccinated prior to their start date. If an employee needs an exemption for medical or religious reasons, they must submit a request to Wesleyan and be approved before their start date.

Benefits
Wesleyan offers a broad range of employee benefits and development opportunities, including comprehensive group insurance plans, wellness programs and incentives, generous paid time off and retirement plans. We also offer flexible work schedules, employee and dependent tuition programs, as well as access to Wesleyan’s BLS & GLS programs for those who qualify (tuition is waived for up to 2 courses a term; some fees and taxes may apply).

Detailed information on the benefits of working at Wesleyan is located at: https://wesleyan.edu/hr/careers/prospective-resources.html.

Quick Link
https://careers.wesleyan.edu/postings/8634

Job Type: Full-time