Location: Palatine,IL, USA
The Harper College IT Service Desk Manager is responsible for overseeing and supporting the daily operations of the IT Service Desk to ensure high-quality technical support for faculty, staff, and students. This role includes direct supervision of the Service Desk team and the Manager of the Employee Technical Skills Training team, working to enhance the technical skills and overall experience of college employees. The IT Service Desk Manager manages incident and request resolution, provides leadership in technical training initiatives, and contributes to shaping IT services to meet the college's strategic goals. The ideal candidate will be a skilled leader with a background in IT support, excellent customer service skills, and a commitment to continuous improvement.
Schedule
Hybrid - On campus- 3 days a week required
Service Desk Operations
* Oversee day-to-day operations of the IT Service Desk, ensuring appropriate staffing, timely and efficient handling of all support requests, incidents, and inquiries.
* Monitor ticketing systems to ensure SLAs are met, and escalate issues as necessary to ensure resolution.
* Analyze service desk metrics and trends to improve efficiency and user satisfaction, identifying opportunities to streamline processes.
Team Leadership & Development
* Manage, mentor, and develop the IT Service Desk team and the Manager of the Employee Technical Skills Training team, ensuring they have the necessary skills and resources to support the college's technology needs.
* Conduct regular performance reviews, provide constructive feedback, and identify training opportunities to enhance team performance.
* Foster a positive team culture that emphasizes collaboration, customer service, and professionalism.
User Support & Service Management
* Serve as a primary point of contact for escalated support issues, working closely with users to resolve technical issues effectively.
* Collaborate with other IT teams to implement and maintain technology solutions that improve service delivery.
* Develop and document policies, procedures, and best practices for consistent and efficient service delivery.
Incident and Problem Management
* Lead efforts in troubleshooting and resolving major incidents, coordinating resources to minimize service impact.
* Establish and maintain root cause analysis and problem resolution processes to prevent recurring issues.
* Participate in the development and implementation of disaster recovery and business continuity plans for IT services.
Supervision of Employee Technical Skills Training
* Supervise the Manager of the Employee Technical Skills Training team, supporting them in identifying training needs based on support data and skill gaps.
* Provide guidance on the development and implementation of technical training programs for faculty and staff, ensuring they have the skills needed to use college technology tools effectively.
* Collaborate with the training team to schedule, promote, and evaluate the impact of training programs, ensuring alignment with college objectives.
Project Management and Strategic Initiatives
* Partner with IT leadership to drive initiatives that align with the college's technology goals, including system upgrades, new technology implementations, and process improvements.
* Act as a liaison between IT and other departments, ensuring that technology services support the college's academic and administrative needs.
* Assist in budgeting, planning, and resource allocation for service desk operations.
Education: Bachelor's degree in technology related field or a combination of Bachelor's degree in un-related field and relevant work experience. Master's degree in technical field or business preferred.
Experience: Five years of project management and/or supervisory experience required. Ten years of progressive experience in a technical role. Must possess excellent verbal and written communications skills as well as the ability to grasp a quick understanding of new situations.