IT Service Desk Manager

Colorado School Of Mines • Golden, CO • 11h ago

Posting Number: JR106565 Location: Colorado

Engineering a world of possibilities Mines is pleased to announce an opening for an IT Service Desk Manager. The person in this role provides leadership and management for full-time IT employees and student employees that represent Mines Information Technology (IT) as the first point of contact for technical support at Mines.

In this role, you'll oversee daily operational decisions to lead the team toward the implementation of project plans as well as the broader strategic decisions charting longer-range goals. You will lead a Tier 1 and 2 support team and ensures that every customer's experience is exemplary. You also will continue to build on the vision of making the Mines IT Service Desk world-class with a record of excellent customer service by focusing on successful first call/contact resolution of technical issues related to a wide range of computer applications, systems, and devices associated with STEM-focused teaching and research requiring a broad range of hardware and software technologies across all operating systems, including Windows, MacOS, Linux, iOS, Android, and more. You will help provide a baseline for knowledge sharing, training, and metrics to better develop and measure service excellence standards consistent with the IT mission and goal of providing a seamless user experience.

This role is on-site Monday through Friday to provide supervision and support to the team and proactive customer service to our campus community.

Responsibilities

Manage Service Desk functions

Ensure the appropriate tools, systems, and access are in place for the Mines IT Service Desk to succeed in providing excellent customer service as the primary customer-facing support team which includes phone, chat, walk-up and ticket-based support requests. Partner with other IT teams to provide Tier 1 & 2 support, triage, and escalate issues as appropriate.

Provide regular reports to leadership that measure key performance indicators (KPI), service-level agreements (SLA), and customer satisfaction (CSAT) scores among other metrics to monitor service quality, evaluate team and service performance, and provide feedback to IT teams. In addition, provide usage reports and trends for computer lab software and hardware to enable usage forecasting and to evaluate software licensing needs.

Refine and mature an ITSM quality assurance program, ensuring that IT services meet the required standards and expectations of both Mines IT and its faculty, staff, and students.

Engage in problem management activities. Participate in the resolution of problems as teams engage.

Serve on the Change Advisory Board (CAB) to ensure impacts to customers are considered in our change process.

Develop and maintain best practices that are consistent with an ITIL 4-based service desk.

Monitor communications to ensure responses are professional, appropriate, and helpful.

Drive knowledge centered support (KCS) by providing detailed guidance for capturing, structuring, reusing, and improving the knowledge articles that enable processes, functions, and other capabilities that improve a service provider's efficiency and effectiveness.

Using ITIL 4 problem management techniques, analyze the service request data to identify trends. Make recommendations to the IT leadership team on ways to eliminate future issues from occurring.

Maintain reliable customer relationships and satisfaction using surveys and service-level agreements (SLA).

Champion ongoing improvements by considering customer feedback, metrics, usability findings, and industry trends.

Collaboration and Partnerships

Partner with peers in Service Delivery to share resources and manage support across campus.

Communicate customer experience expectations and feedback on performance to various IT teams.

Maintain and foster new campus and community partnerships.

Communicate and interact extensively with all areas of the campus community about technical and policy decisions.

Manage relationships with vendors.

Staff Development and Training

Lead, manage, and mentor a team of full-time staff and student support staff and help identify and enact practices that will ensure team growth in the vision, mission, and purpose of creating consistent, positive user experiences.

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