Service Desk Manager

This position oversees the timely delivery of high-quality, first-level technical support service to end users and provides administrative support to the department, serving in this capacity as needed to ensure the smooth operation of departmental functions.

A complete application must include:

1. Cover letter
2. Resume
3. List of three professional references: please include full name, job title, organization, phone number, and email address, along with a brief description of the relationship with each reference. Include current and/or past employer.

Minimum hourly rate $18.03

Priority consideration will be given to applicants who submit a complete application by April 30th. The position will remain open until filled.

This is an on-site position based in our Dalton, GA Campus.

Responsibilities

Provides first-level technical support to end users - 40%
- Logs, diagnoses, and resolves initial Service Desk requests from multiple sources including phone calls, emails, web chats, etc.
- Assigns escalated service requests to proper personnel
- Provides access to checkout equipment for end users

Manages Service Desk and Service Desk System - 25%
- Maintains records related to department assets
- Develops and maintains end user self-service training documentation and media
- Works with OCIS personnel to develop and maintain logic flows for the purposes of Service Desk request resolution
- Monitors incident response time metrics to ensure that Service Level Agreements are being met

Supervises student workers - 15%
- Recruits, trains, assigns, directs, and supervises the work of student workers
- Creates and balances the work schedule of student workers to ensure proper coverage of the service desk is maintained

Administrative Support - 20%
- Enters purchase requisitions on behalf of the department
- Drafts, proofreads, and distributes internal and external communications on behalf of the department and the Service Desk
- Maintains physical and digital document filing systems
- Assists with new student orientation
- Makes suggestions concerning revisions to department policies and procedures

Required Qualifications

Educational Requirements
- Associate degree

Required Experience
- More than one year of related experience

Knowledge, Skills, & Abilities

ABILITIES
- Ability to manage multiple tasks, prioritize effectively, and maintain accurate records
- Ability to handle sensitive information with professionalism and integrity

KNOWLEDGE
- Knowledge of current information technology trends and solutions
- Knowledge of customer service principles and practices
- Knowledge of computer hardware, software and peripheral devices
- Knowledge of computer networking

SKILLS
- Skill in the provision of quality customer service
- Skill in personnel management
- Skill in the analysis of problems and the development and implementation of solutions
- Skill in the preparation of clear and precise administrative reports
- Skill in oral and written communication