IT Service Desk Manager jobs in the United States

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IT Support Specialist - Service Desk
  • Service Desk - Creighton University Careers
  • Omaha, NE FULL_TIME
  • Under moderate supervision, the IT Support Specialist – Service Desk (ITSS-SD), provides technical solutions to faculty, staff, and students for all aspects of PC/Apple/Mobile device support and configuration within a wide variety of end user environments.

    All tasks and outcomes are documented and communicated within a ticketing application. The ITSS-SD works within an ITIL, metrics driven service operation environment providing technical set-up, support, service, and creative solutions for technology users. The ITSS-SD functions as a member of the Central Action Center (Service Desk) call center, owning and sharing tasks as workload as volume dictates. Must be capable of remote support, phone and chat support, support via e-mail, multi-team collaboration, and other duties as assigned. They will also coordinate with our Mobile Action and Learning Environments teams to deliver fully comprehensive support. All IT Support Specialists work in a 0—3 Tiered support environment. Any specialist may be required to work in any of the four tiers as needed.

    The ITSS-SD must be able to work independently on moderately complex Windows and Apple technology while following documented protocols. All team members create documentation for the division’s knowledge base. This role requires remaining current with emerging technologies via training, self-study, and peer interaction.

    The ITSS-SDs are expected to understand and follow consistent defined processes for all service interactions while observing established standards. All team members focus on continual improvement in all areas.

    Key Responsibilities:

    • At all times employees are expected to uphold Creighton’s core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings.
    • Assists users, via telephone, remote tool and/or on-site visits, in troubleshooting and resolving Windows and Apple hardware and software issues. Recommends technical solutions for Creighton Users. Documents all workflow using standard incident/request management tools. Solves moderately complex problems and may coordinate required effort from multiple support groups. Tier1, Tier2 Incident and request fulfillment.
    • Basic operational support. May have defined role within a team working towards stated objectives. All workflow and results are documented in a ticketing application. Process and knowledge documentation for all tasks.
    • Moderately complex solution development and implementation for common problems and services. Work incidents and service requests that require moderate planning, testing, evaluating, and coordination. May involve multiple teams and vendors to resolve.
    • Maintains and applies knowledge of Microsoft and Apple hardware, software, and operating systems including Apple, Microsoft and Android mobile technology. Learning new technology and sharing associated knowledge with others.
    • Team meetings and other duties as assigned which may become a permanent duty of the position.

    Qualifications:

    • Bachelor’s degree in related area and/or equivalent technical experience preferred.
    • Minimum of 2 years combined experience in on or more of the following:
    • Phone, deskside and/or remote based technical support experience for Microsoft and Apple technology.
    • Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent).
    • Supporting mobile devices including Apple, iOS, Android, and Microsoft
    • Understanding of basic TCP/IP network topologies and related technology.

    Licenses/Certifications:

    • ITIL Foundations Certification or pass within first 6 months of accepting this position
    • ITF Certification within first 6 months of accepting this position
    • Windows and Apple certifications preferred

    Knowledge, Skills, and Abilities:

    • Mobile Device Support - End User
    • Service Desk Support - End User
    • Hardware Support - End User
    • Microsoft Office Suite Support including O365
    • Windows OS / Apple OSx / iOS / Android - Familiarity 
    • Application Support - End User
    • Peripheral Support - End User
    • Video Conferencing - Video/Voice - End User
    • Remote conferencing familiarity including Zoom and MS Teams
    • Projection and display system support 
    • A/V presentation & capture systems
    • TCP/IP network concepts
    • Professional phone etiquette
    • Customer service focus
    • Accountable
    • Adaptable
    • Collaborative and teamwork-oriented
    • Customer relationship manager
    • Innovative and creative thinker
    • Mission and service-oriented
    • Openness (zest) for learning 
    • Results-oriented
    • Excellent communication skills 
    • Professional phone etiquette 
    • Self-starter 
    • Detail-oriented 
    • Dependable

     

    Change the World From Here

     

    AAP/EEO Statement 

    Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination.

     

    Disclosure Statement 

    This description describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Regular, reliable attendance is an essential function and all employees are required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. A complete description is available in the Human Resource office located at 3006 Webster Street Omaha, NE. Creighton University reserves the right to modify duties, responsibilities and activities at any time with or without notice. 

     

     

  • 14 Days Ago

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IT Regional Manager
  • 10000400 - Senior Service Manager
  • Boston, MA FULL_TIME
  • ABOUT ASTRAZENECAAstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development, and commercialization of prescription medicines and therapies for som...
  • 18 Days Ago

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IT Service Desk Analyst
  • Revel IT
  • Columbus, OH CONTRACTOR
  • Our Columbus, Ohio client has a contract to hire opportunity for a Service Desk Analyst.Hybrid onsite in Columbus, OhioPay:$21-25hr depending on benefits and PTOService Desk AnalystJob Description:The...
  • 3 Days Ago

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Enterprise Service Desk Manager
  • ALTA IT Services, LLC
  • Bethesda, MD FULL_TIME
  • Arlington VAMust be US Citizen per clientResponsibilities:This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated ...
  • 2 Months Ago

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MSP Service Desk Manager
  • TeamLogic IT, Durham, NC
  • Durham, NC FULL_TIME
  • Benefits: 401(k) 401(k) matching Bonus based on performance Company parties Competitive salary Dental insurance Free food & snacks Free uniforms Health insurance Opportunity for advancement Paid time ...
  • 26 Days Ago

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Customer Support Representative - Front Desk Manager
  • Front Desk Manager - Fred Astaire Dance Studios
  • Cold Spring, NY PART_TIME
  • We are growing! Fred Astaire Dance Studios® is excited to be adding to our team of professionals. We are currently hiring for a Customer Support Representative. Do you enjoy making others smile, helpi...
  • 2 Days Ago

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Help Desk Specialist
  • Mantech International Corporation
  • Falls Church, VA
  • General information Requisition # R55803 Locations USA-VA-Falls Church Posting Date 10/17/2024 Security Clearance Requir...
  • 11/8/2024 12:00:00 AM

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Enterprise Service Desk Manager
  • DMI Mobile Enterprise Solutions
  • Arlington, VA
  • About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors...
  • 11/6/2024 12:00:00 AM

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IT Infrastructure Support Manager
  • General Dynamics Corporation
  • Arlington, VA
  • Responsibilities for this Position Location: USA VA Rosslyn - Company Proprietary (VAC477) Full Part/Time: Full time Job...
  • 11/5/2024 12:00:00 AM

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IT Service Desk Supervisor
  • Lawyers On Demand, a Consilio Company
  • Washington, DC
  • Job Description Job Description We are seeking an IT Service Desk Supervisor for our law firm client in Washington, DC. ...
  • 11/5/2024 12:00:00 AM

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Support OUSD Personnel and Readiness Infrastructure Support Management (PRISM)
  • SAIC
  • Alexandria, VA
  • Description SAIC is seeking qualified applicants in a diverse array of IT fields in the DC/MD/VA area to support the OUS...
  • 11/5/2024 12:00:00 AM

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Payment Operations Analyst
  • Fnality
  • Washington, DC
  • Introduction Here at Fnality, we are powering the future of finance, together: combining best in class technology with f...
  • 11/5/2024 12:00:00 AM

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Support OUSD Personnel and Readiness Infrastructure Support Management (PRISM)
  • SAIC
  • Arlington, VA
  • Description SAIC is seeking qualified applicants in a diverse array of IT fields in the DC/MD/VA area to support the OUS...
  • 11/4/2024 12:00:00 AM

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Program Support Manager
  • Xtreme Solutions
  • Washington, DC
  • Program Support Manager Location: 600 19th Street NW Washington, DC 20006 Hours/Days: 8 AM 4:45 PM/Monday Friday Pay Ran...
  • 11/4/2024 12:00:00 AM

Income Estimation for IT Service Desk Manager jobs
$84,171 to $110,266