Service Desk Manager

Lee College
 Remote
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Service Desk Manager

Salary: $54,267.00 - $62,406.00 Annually

Job Type: Full-Time

Job Number: FY2300075

Location: Main Campus - Baytown, TX

Division: Information Technology

Position Overview

Starting salary is $54,267 to $62,406. The initial salary offer is commensurate with education and related work experience.

The Service Desk Manager is responsible for the independent management of all service desk functions including technicians, service desk supervision, and service level agreement monitoring.

This position requires a thorough understanding of common technical support and customer service call center challenges including staffing, quality diagnostics, call volume analysis, documentation, etc. As the lead technical contact, this position must possess solid client/server, Active Directory, and desktop software knowledge and must be able to apply that knowledge to a wide variety of service disruptions in order to ensure the proper recording, routing, and resolution of incidents.

Essential Duties & Responsibilities

  • Oversee/Manage all service desk functions including technicians, service desk operations, and service level agreement monitoring.
  • Develop, implement, and manage strategies, policies, standards, processes, and systems necessary to support a 24/7 service desk operation to support all technologies and applications throughout the institution.
  • Work closely with both internal and external end users to define service level targets and present and report compliance, as well as ensure continuous improvements that will create and maintain a positive and consistent service experience.
  • Manage and maintain annual updates for four technology refresh matrixes including faculty, staff, classroom podiums, and computer labs.
  • Act as lead technical contact.
  • Supervise Help Desk and Desktop Support Technicians.
  • Provide backup technical support to Desktop Support Technicians, such as desktop support for computer hardware and software and new user laptop and desktop setup with Lee College standard and classroom software.
  • Provide backup technical support to Help Desk technicians for Lee College owned laptops/desktops/cell phones/printers/accessories.
  • Work closely with Systems & Networking to support applications, server, and networking requirements.
  • Provide IT training to faculty and staff, acting as the liaison between IT service desk and campus.
  • Create and distribute documentation for new IT initiatives and procedures.
  • Provide reports and analysis for all IT teams.
  • Perform Help Desk and Desktop Support project management and coordination.
  • Perform Service Now administration, management, and reporting.

Additional Duties & Responsibilities

Perform other duties as assigned.

Minimum Education, Experience, Knowledge, Skills & Abilities

  • Associate's (or higher) degree in a related field or successful completion of sixty (60) college credit hours in a related field
  • Three (3) years of related work experience
  • Experience in a position providing troubleshooting assistance and knowledge-based support
  • Demonstrated expertise and proficiency in diagnosing complex problems with computer hardware and software with the ability to apply to solutions to the problems and articulate complex technical information to a diverse user clientele with varying levels of technical sophistication
  • Experience in dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field and proficiency in training and supervising employees
  • Must be flexible to work evenings, weekends, and holidays as needed

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Job Requirements:

  • Oversee/Manage all service desk functions including technicians, service desk operations, and service level agreement monitoring.
  • Develop, implement, and manage strategies, policies, standards, processes, and systems necessary to support a 24/7 service desk operation to support all technologies and applications throughout the institution.
  • Work closely with both internal and external end users to define service level targets and present and report compliance, as well as ensure continuous improvements that will create and maintain a positive and consistent service experience.
  • Manage and maintain annual updates for four technology refresh matrixes including faculty, staff, classroom podiums, and computer labs.
  • Act as lead technical contact.
  • Supervise Help Desk and Desktop Support Technicians.
  • Provide backup technical support to Desktop Support Technicians, such as desktop support for computer hardware and software and new user laptop and desktop setup with Lee College standard and classroom software.
  • Provide backup technical support to Help Desk technicians for Lee College owned laptops/desktops/cell phones/printers/accessories.
  • Work closely with Systems & Networking to support applications, server, and networking requirements.
  • Provide IT training to faculty and staff, acting as the liaison between IT service desk and campus.
  • Create and distribute documentation for new IT initiatives and procedures.
  • Provide reports and analysis for all IT teams.
  • Perform Help Desk and Desktop Support project management and coordination.
  • Perform Service Now administration, management, and reporting.
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