The Service Desk Manager provides leadership and project management for the Service Desk team. The Service Desk team is the first point of contact for technology issues and is responsible for resolving issues over the phone, chat, or via remote support technology, and/or triage and routing to the appropriate group within Information Technology Services or the university. The Service Desk receives approximately 40,000 inquiries annually from faculty, staff, students, parents, alumni, retirees, and members of the community. This position is responsible for ensuring that support interactions are efficient and performed with a high level of client satisfaction. This position also plays a key role in policy formation and evaluation.
Essential Duties, Tasks and Responsibilities
Lead a team of seven administrative and twelve student staff in providing in person, phone, chat, and remote technology support services for approximately 40,000 annual inquiries, ensuring a high level of efficiency and client satisfaction
Supervise, hire, train, and evaluate the performance of staff. Facilitate a collaborative environment with cross-training and staff development.
Create, design, approve, and manage projects related to the implementation of new services, the improvement of existing services, and the exploration of new technology.
Administer the development of accurate analytics to evaluate the efficiency and utilization of technology and services provided.
Develop strategic plans, write policies and procedures, create and implement standards and service agreements.
Manage relationships with vendors and other departments across campus and serve as an escalation point for service issues.
Knowledge, Skills or Abilities
Mac and Windows support experience.
Remote support and call center experience in an enterprise (3000+ clients) environment.
Familiarity with ERP systems, LMS, networking, enterprise domain administration, security, identity management, and server administration.
Demonstrated ability to find, evaluate, and implement new technology.
Demonstrated ability to gather and use analytics to guide decisions, policies, and procedures.
Excellent customer service.
Excellent communication skills.
Excellent attention to detail.
Demonstrated ability to stay current with new and upcoming technology and trends.
Demonstrated ability to build relationships across diverse populations.
Demonstrated ability to remain calm under stressful situations.
Demonstrated ability to create and maintain an inclusive team environment.
Demonstrated ability to continuously improve services and procedures.
Salary Full-time, Administrative staff position available. Administrative Grade Level I58. Salary is commensurate with education and experience. Full benefit package available.
Benefits
Bowling Green State University provides a comprehensive benefit program as part of a total compensation package. This includes medical, prescription, dental, vision, health accounts (medical & dependent), life & disability insurance, retirement plans, employee assistance program and tuition fee waivers for employees and their eligible dependents as well as paid time off, holidays and parental leave. For more information please visit Benefits-at-a-Glance.pdf (bgsu.edu)
Deadline to apply: The position is open until filled. However, for best consideration, applications should be provided by 'May 10, 2022'.
To Apply
For a complete job description & to apply for this position visit https://bgsu.hiretouch.com/ or contact the Office of Human Resources at (419) 372-8421. BGSU. AA/EEO/Disabilities/Veterans. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Bowling Green State University, please call 419-372-8421.
Minimum Qualifications
Bachelor’s degree required. Degree must be conferred at the time of application.
Also the following experience is required:
4 years in IT client services support in an enterprise (3000+ clients) environment.
1 year of project management.
1 year of supervisory responsibility.
Preferred Qualifications
Experience working in higher education IT strongly preferred.
ITIL certification preferred.
Experience managing a service desk strongly preferred.
Experience administering TeamDynamix or other enterprise ITSM solution preferred
About Bowling Green State University
Bowling Green State University is a tier-one, public university serving 19,000 students on two campuses in northwest Ohio. The University has nationally recognized programs and research in the natural and social sciences, education, arts, business, health and wellness, humanities and applied technologies. BGSU seeks talented individuals to join our community in Bowling Green, Ohio, recognized as one of the “Best College Towns of America.”Bowling Green State University provides experiences that enhance lives. Students are prepared for lifelong career growth, lives of engaged citizenship and leadership in a global society. U.S. News and World Report names BGSU as one of the top public universities nationwide with a strong commitment to first-year programs that lead to success. Within our transformative learning community, we build a welcoming, safe and diverse environment where the creative ideas and achievements of all can benefit others throughout Ohio, the nation and the world.
