Manager, IT Support #605041

***This position is open to current regular, benefit-eligible Information Technology Services employees ONLY. (Temporary employees, student workers, variable-hour benefit-eligible employees, and other non-regular employees are not eligible to apply).***

Job Description

This position is responsible for the oversight of all operations that fall under the ITS Service Desk with Northern Arizona University Information Technology Services Department. The IT Manager of the Service Desk is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders and help to ensure that the ITS Service Desk is constantly improving and developing skill and communication levels to provide the best customer service possible to our NAU Campus Community and Statewide NAU locations.

Job Duties Include:

Responsible for the management and leadership of the ITS Service Desk Team.
Responsible for drafting and implementing policies and processes for the ITS Service Desk.
Manage the performance of Tier 1, 2 and 3 level of services, within the ITS Service Desk and provide support to our NAU Customers to ensure that service levels are achieved.
Oversee the process on Service Desk calls, escalation of Incidents, Service Requests, Problem escalation and Outage notification within the NAU ITS Organization.
Review customer surveys for area of responsibility and make improvements as needed and define and development new processes for efficiency within the ITS Service Desk.
Ensure that customer expectations are met or exceeded.
Responsible for ensuring the staff of the ITS Service Desk and respected Support divisions are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective, outstanding customer service and meeting the required service level commitments.
Builds/obtains training material for the support of the Service Desk employees.
Supervise the employees of the ITS Service Desk, including all standard supervising functions: hiring, discipline, recognition, scheduling, training, mentoring, and support.
Assists and helps coordinate the process for communicating outage/emergency activities to the ITS organization and the NAU Community.
Works closely with the Emergency Management Coordinator within ITS and the Communications Team to ensure appropriate ITS Teams are involved and keep ITS Leadership aware of status of outages/emergencies.
Provide data and reporting of KPI’s and trends to the Director of Services Desk and Technical Support Services and ITS Leadership as required or requested.
Utilize system reports, call center metrics to ensure rapid response and accurate resolution to telephone calls, emails, chat, service requests and incidents.
Documents, tracks, and monitors incidents to ensure a high level of service and customer support.
Oversees and approves the scheduling of the ITS Service Desks employees including tier 1 student employees.
Works with Service Desk Senior Employees to ensure hours of operations are covered with adequate staffing levels.
Other duties as assigned.

Minimum Qualifications

Bachelor’s degree in related field; AND
2-4 years of systems support experience and 1-2 years of management or supervisory experience; OR
A combination of related education, experience, and training may be used as an equivalent to the above Minimum Requirements.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.