? Description: The Manager of IT Service Desk provides leadership for IT service management for the Division of Information Technology including oversight of the daily operations for the IT Service Desk. The manager will work with a team to provide leadership in implementing and maintaining service management processes including change management, a service catalog, and service level agreements. The Manager is a key component of ensuring operational credibility for IT services by managing the performance of Level 1 and Level 2 services and the supporting clients by ensuring that service levels are met or exceeded. Responsible for ensuring the service desk staff are meeting and exceeding expectations in regards to performance, defining and meeting metrics/benchmarks, and ensuring that standards and processes are followed to provide effective customer service and meet requirements. Beyond daily oversight of the IT Service Desk, the Manager will build on current successes in service management by refining incident management, problem management, change management and service request processes as well as creating a service catalog, knowledge base, and facilitating upcoming release management processes.
Plan, direct, coordinate, supervise, administer, and implement policies and procedures to oversee a comprehensive service management program to increase organizational ITSM maturity and adoption of ITIL V3. Responsible for guiding and measuring continuous improvement efforts for IT Service. Manage capabilities and performance. Maintain the IT Service Catalog governance processes.
Provide leadership, guidance, and management to the University IT Service Desk and directly and indirectly, work with other support personnel within Information Technology Services. Train, coach, and mentor Service Desk Specialists (Level 1 / 2/ 3) including career development. Oversee staff activities. Build/obtain training material for support staff. Schedule employees working times and provide backup support as needed. Interact with internal and external customers.
Oversee solutions repository and ensure top quality solutions are available to the staff. Develop Service and Business Level Agreements to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Assure appropriate communications and coordination with management, other IT areas and other University departments. Provide timely and effective communications to the technical administration staff. Represent the technical groups on advisory, policy, and project committees. Foster communication with IT users. Promote accomplishments to the user community.
Responsible for call metric reporting, volume forecasting, cost to budget management, performance management, and overall accountability for service delivery.
Develop, implement, and oversee policies and procedures to ensure consistent service levels, including issue (incident & problem) identification, assignment, documentation, and resolution.
Set and monitor deadlines to ensure timely completion of work.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Monitor trends, develop, and provide monthly IT Service Desk metrics and performance/status reports.
Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
Provide data and report KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Prepare reports for: Annual Report, Unit Assessment Reports, Open work orders. Perform other duties as assigned.
Five (5) years of related experience.
Additional experience may be considered as a substitution for the minimum education requirements.
Experience in a technical role providing remote support in a technical service desk environment, with a track record of achieving productivity goals.
Experience as a Service Desk Lead or Managerial role leading a successful, customer oriented service desk for a small to mid-size growing company.
Management and Leadership skills with ability to train others, teamwork, troubleshooting/problem- solving, and multi-tasking skills.
Good verbal and written communications skills to be able to communicate effectively technical concepts and materials to students, faculty, and staff.
Demonstrated ability to work successfully in a customer service computing position or computer help desk (call center). Working knowledge of Help Desk software.
Knowledge of networks. Extensive knowledge of PC computer hardware, software, peripherals, and operating systems.
Experience in developing and analyzing service metrics and trends.
Experience in higher education.
Demonstrated ability to successfully organize and lead large complex projects. ITIL certification.
APPLICATION PROCESS: ?
For full consideration, application materials should be submitted to Sourcematch website.
All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check.
Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.
Texas A&M University-Corpus Christi is a vibrant, Hispanic Serving Doctoral Research Institution that proudly provides a solid academic reputation, renowned faculty and highly-rated degree programs since 1947. The University has a heritage of teaching excellence with innovation in research and community engagement as part of the distinguished Texas A&M System. With palm tree-lined pathways throughout the campus, nearby natural wetlands, a scenic hike-and-bike trail and a university beach, Texas A&M University-Corpus Christi is the only university in the nation located on its own island, at the heart of the Texas Gulf Coast.