Manager Technology Service Desk - IT Solutions

Title

Manager, Technology Service Desk

Job Summary

The Manager, Technology Service Desk is responsible for effectively managing the daily operations of IT service desk and support services including managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and providing a first contact resolution for technology issues reported to Service Desk. This position requires a hands-on technical leader with experience in multiple software’s, and hardware’s and excellent interpersonal, business management and customer service skills.

Additionally, the Manager, Technology Service Desk is responsible for identifying and pursuing service improvement initiatives in collaboration with IT Directors and Managers and customers.

As a member of the IT Solutions leadership team, the Manager, IT Service Desk will help lead the division in realizing its mission to "empower an agile, digital university and elevate technology as a strategic institutional asset". They are expected to work with the CIO, Deputy CIO and other divisional leaders to drive cultural and technological transformation within the IT Solutions and promote a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS.

Organizational Relationships

• Reports to:      Director, Support Services 
• Supervises:     Service Desk Analysts and Student Assistants 
• ESSENTIAL DUTIES - May include, but not limited to the following:

Management (35%)

• Manages the staff (on-site and remote) and operations of a technical support service desk including hiring, training, work assignments and performance evaluations. Ensures team members are trained and coached on effective methods to research, troubleshoot, document, track and resolve reported problems.
• Tracks daily, weekly and monthly metrics to better understand how our employees interact with IT Solutions with the goal of improving customer experience.
• Prepares area budget and evaluates costs and performance of existing and new initiatives.

Operations (35%)

• May act as the escalation point and facilitator for severe, critical or unique issues
• Implements and utilizes help desk systems and tools to identify, document, track and resolve reported problems.
• Monitors response times, evaluating user satisfaction levels and making recommendations for improvement.
• Analyzes performance of activities within their area and documents resolutions, identifies and remediates problem areas, and devises and delivers solutions to enhance quality of area’s systems and services.
• Assists in defining the knowledge management strategy for our knowledge base with high quality, up-to-date, and searchable content for employees of varying skill levels.
• Establishes and oversees operating procedures in consultation with IT Solutions teams and university community to establish problem resolution expectations and time frames.

Relationship Building (20%)

• Builds strong relationships with cross-functional teams and stakeholders to enable effective strategies for Service Desk optimization and automation.
• In collaboration with IT Solutions leadership team and through the use of metrics, identifies opportunities and assists with planning and implementation of steps to improve processes for better customer experience.

Additional Duties

Participation & Support (10%)

• Maintains awareness of current practices and future trends and best practices in IT service management, training and development, communications, and outreach services.
• Represents the IT Solutions and participates in the campus community by serving on working groups, project teams, and university committees. 
• Performs other duties as requested.

Education

Bachelor’s degree required. Additional job-related experience may substitute for the required education on a year-for-year basis. ITIL and HDI Support Center certification preferred.

Experience

Five years of relevant experience in one or more of the following areas within an information technology environment: IT leadership, Service Desk, or tech support. Additional job-related education may substitute for the required experience on a year-for-year basis.

Requirement

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.  

Work is performed under minimal supervision and performance is based on the effective operation of the administrative function. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential:

• Ability to maintain the security and integrity of the infrastructure.
• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough knowledge of the strategic vision for the service desk and the ability to set both short term and long-term direction of the team
• Strong written and oral communication skills (including ability to present ideas in user- friendly, business-friendly and technical language) and interpersonal skills with a focus on rapport-building, listening and questioning skills.
• Proven analytical and problem-solving abilities, including ability to anticipate, identify, and solve critical problems.
• Exceptional customer service orientation.
• Ability to build effective relationships and strong commitment to working collegially and collaboratively with constituents at all levels in a diverse and distributed environment.
• Ability to use a personal computer and other office equipment, including related university software and email. 

Additional/Desirable Skills & Abilities

• Knowledge of the advanced principles of ITIL and/or HDI.
• Strong organizational and time-management skills.
• Skill in analyzing, documenting, and modifying business requirements.
• Previous progressive experience in the management of a technical support team.
• Excellent verbal and written communication skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Ability to thrive in in a higher education setting.
• Knowledge of Texas Administrative Code (TAC 202).

Physical Demands

The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee may be required to travel.

Work Environment

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment. 

Safety

TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Texas Woman’s University, an AA/EEO employer, provides equal opportunity to all employees and applicants for employment and prohibits discrimination on the basis of race, color, national origin, religion, gender, age, disability, veteran status, sexual orientation, or any other legally protected category, class or characteristic.

All offers of employment will be contingent on the candidate’s ability to provide documents which establish proof of identity and eligibility to work in the United States. Positions at Texas Woman’s University deemed security-sensitive require background checks and verification of all academic credentials.

If you are a male between the age of 18 and 25, federal law requires that you must be registered with the U.S. Selective Service System, unless you meet certain exemptions under Selective Service law. Under HB 558, enacted by the 76th Texas State Legislature, if you are currently of the age and gender requiring registration with Selective Service, but knowingly and willfully fail to do so, you are ineligible for employment with an agency in any branch of Texas state government.  For additional information regarding registration or status, you can contact the Selective Service System at 847-688-6888 or www.sss.gov.

TWU is the nation’s largest university system focused on women and a federally recognized Hispanic-Serving Institution. TWU is situated approximately 30 miles north of the Dallas-Fort Worth Metroplex and is home to approximately 16,433 graduate and undergraduate students across three campuses; Denton, Dallas, and Houston respectively. This diverse academic student community is guided by faculty committed to excellence in teaching, scholarship, and service. TWU is ranked among the nation’s top ethnically diverse institutions according to U.S. News & World Report (2022).
Additional information about the University is available at http://www.twu.edu