Manager IT Service Management

Position Title
Manager, IT Service Desk
The Opportunity

The IT Service Desk Manager provides leadership and management for full-time IT employees and student employees that represent Information & Technology Solutions (ITS) as the first point of contact for technical support at Mines. This includes daily operational decisions to drive the team toward the implementation of project plans as well as the broader strategic decisions charting longer-range goals. This position leads a tier 1 support team and ensures that every customer's experience is exemplary. This manager will drive a vision to make the Mines Service Center (MSC), our IT Service Desk, best-in-class with a record of excellent customer service. This manager focuses 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, and Android. They will help provide a baseline for knowledge sharing, training, and metrics to better develop and measure service excellence standards consistent with the ITS mission and goal of providing a seamless user experience.

Responsibilities
Manage Service Desk Functions

• Ensure the appropriate tools, systems, and access are in place for the Mines Service Center 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 ITS teams to provide Tier 1 support, triage, and escalate issues.
• 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 ITS teams. In addition, provide usage reports and trends for computer lab software and hardware to enable usage forecasting and to evaluate software licensing needs.
• 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-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 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.
• Guide and onboard team members and educate on user experience, vision, technical concepts, and best practices.
• Communicate and embody customer experience expectations. Train the team to provide patient and helpful support to customers that range in skill from novice to expert. Create personalized development plans for each team member.
• Monitor team performance, conduct reviews, give feedback, and be available for questions and concerns.
• Conduct quarterly and annual performance evaluations and build performance plans.
• Develop guidelines and procedures to improve the quality of support the team delivers.
• Forecast resource allocation, capacity, availability, and planning.

Minimum Qualifications

• Bachelor’s degree in information technology, engineering, computer science, or related discipline. Individuals without a related degree may be considered if they demonstrate possession of the same knowledge level found in a degree but have attained advanced knowledge through a combination of work experience and intellectual instruction.
• 2+ years of relevant professional experience working within the field of information technology in one or more areas of technical support, IT service management, user experience design, instructional and learning technology design and implementation, and/or operational management.
• Experience supervising, managing, and leading within information technology.

Knowledge, Skills, and Abilities:

• A service and customer-centric mindset.
• Ability to build and lead a high functioning team towards a common goal.
• Proven analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Comfortable working in a fast-paced environment managing multiple competing priorities.
• A deep understanding of business requirements and the ability to recommend and provide effective solutions.
• Adoption of innovative technologies and readiness for change.
• Strong background working with presentation systems, desktop deployment tools, and domain computer configurations.
• Thorough understanding and working knowledge of standard business software including but not limited to Microsoft Office 365 applications.
• Demonstrated ability to use and support online conferencing software, online chat, and collaboration tools.
• Ability to organize staff work processes, training, and expectations to ensure excellent customer service is consistently delivered.
• Experience implementing ITIL processes and service management practices.
• Ability to remain calm and exude positivity under pressure.

Preferred Qualifications

Certifications and Licenses:

• ITIL Certification
• HDI Certification

Knowledge, Skills, and Abilities:

• Ability to integrate multiple data sources for informed decision making.
• Experience with project management processes to drive and complete projects.
• Proven experience working with vendors to form strong partnerships.
• Experience providing end-user technology support at a college or university or a large heterogeneous environment.

About Mines & Golden, CO

When the world looks for answers, the world looks to Mines.

Colorado School of Mines is a top-ranked public university solving the grand challenges facing our society, particularly those related to the Earth, energy and the environment. Founded in 1874 with specialties in mining and metallurgy, Mines’ scope and mission have continually expanded to meet the needs of industry and society. Today, we are the No. 38 public university in the nation, recognized for our innovation and undergraduate teaching in science, technology engineering and math (U.S. News and World Report, 2023).

Mines graduates are change makers, boundary breakers and problem solvers. Since our earliest days, a Mines education has been and continues to be a transformational opportunity, with one of the strongest returns on investment out there for talented STEM students of all backgrounds.

At the same time, Mines faculty members are pushing their fields in new directions, whether that’s manufacturing, space resources, quantum engineering, carbon capture or more. Mines was recently classified as a R1 “Very High Activity” research institution by Carnegie, a notable feat for any university but particularly one of our size.

That size – roughly 7,000 undergraduate and graduate students – also translates to a close-knit campus community, where employees have opportunities to get involved in multiple ways, continued professional learning is valued and everyone can make an impact.

Are you looking for an inspiring, mission-driven workplace where you can contribute to solving the world’s problems and educating the next generation of change makers? Are you an individual who values a diverse and inclusive community, where our different perspectives, experiences and cultures enrich the educational and work experience?

Look to Mines.

Equal Opportunity

Colorado School of Mines is committed to equal opportunity for all persons. Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic information, veteran status or current military service. Further, Mines does not retaliate against community members for filing complaints regarding or implicating any of these protected statuses.

Mines’ commitment to nondiscrimination, affirmative action, equal opportunity and equal access is reflected in the administration of its policies, procedures, programs and activities and in its efforts to achieve a diverse student body and workforce.

Through its policies, procedures and resources, Mines complies with federal law, Colorado state law, administrative regulations, executive orders and other legal requirements to prevent discrimination (including harassment or retaliation) within the Mines campus community and to address potential allegations of inequity or concerns for safety.

Pay Range

$99,500 - $113,100

Mines takes into consideration a combination of candidate’s education, training and experience as well as the position’s scope and complexity, the discretion and latitude required in the role, work location, and external market and internal value when determining a salary level for potential new employees.

Total Rewards

Colorado School of Mines offers a robust portfolio of benefits for all employees. For this role, that includes:

• Fully paid health and dental premiums
• Generous sick/vacation time
• 13 paid holidays per year – including a week-long winter break for entire campus
• Fully vested retirement plan on first day of employment (certain plans only), with generous employer contribution
• Tuition benefits (6 credits per year for employees, 50 percent discount for dependents)

All Mines employees also have access to discount programs through the State of Colorado and free tickets for Mines Athletics home games, as well as access to the on-campus Recreation Center (fitness classes and training, swimming pool and more), equipment rentals through the Outdoor Rec Center, the Colorado State Employee Assistance Program (CSEAP), programming at Arthur Lakes Library, and backup child and elder care. Coming soon is an on-campus daycare center. For more information about benefits at Mines, go to mines.edu/human-resources/benefits .

How to Apply
Applicants will be asked to complete an online application (personal information, demographic information, references, veteran status) and upload a resume and cover letter (required). References will not be contacted until later in the selection process and you will be informed before that contact is made.
Background Investigation Required
Yes

Advertised: Jan 24, 2023 Mountain Standard Time
Applications close: Feb 14, 2023 11:55 PM Mountain Standard Time