Manager, IT Service Desk

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Weekly Work Hours

40

Compensation Range

Staff Range N05 Salary

Salary Minimum

$53,000.00 Annually

FLSA

United States of America (Exempt)

Position Type

Staff

Job Summary

As an IT Service Desk Manager, you will supervise a team of up to 20 IT Service Desk Customer Service Representatives and Leads, providing guidance, support, and mentorship. You will be responsible for overseeing daily operations, ensuring timely and effective resolution of technical issues, and maintaining high standards of customer service. You will also resolve or review resolutions to complex IT issues and handle high-risk tickets. Your leadership and technical expertise will be crucial in driving team performance and continuous improvement. This role is ideal for individuals with a strong background in IT support and supervisory experience, ready to lead a team of customer service representatives and ensure the highest level of service delivery.

Required Knowledge, Skills, and Abilities

• Lead and supervise the IT Service Desk Team, providing guidance, support, and performance feedback.
  
  

• Advise on advanced technical support for complex issues, assisting team members and handling escalations as needed.
  
  
• Triage tickets related to enterprise systems including Workday HCM, Workday Finance, Workday Student, Salesforce, Active Directory, Microsoft Suite including Outlook and Teams, login and credentialling systems, and educational technology.
  
  
• Thoroughly document service requests using our ticketing system in ServiceNow, ensuring all information is accurate and up to date.
  
  
• Maintain detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolutions.
  
  

• Monitor and manage the ticketing system, ensuring accurate logging, tracking, and timely resolution of incidents and service requests.
  
  
• Provide feedback and guidance to Customer Service Representatives on quality ticket management and documentation.
  
  
• Conduct training sessions and mentor team members to enhance their technical skills and customer service capabilities. Provide training on specific enterprise systems, as needed.
  
  
• Creating and updating the department knowledge base and articles
  
  
• Conduct regular performance reviews, set goals, and implement improvement plans for team members using the Workday Performance Management module.
  
  
• Identify opportunities for process improvements and implement best practices to enhance service delivery and efficiency.
  
  
• Generate and analyze reports on service desk performance, identifying trends and areas for improvement.
  
  
• Maintain effective communication with clients, ensuring their technical issues are understood and resolved promptly.
  
  

Physical Requirements

Normal physical job functions performed within a standard office environment. Reasonable accommodation may be made for individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Requirements

• High school diploma or equivalent required; Vocational training, Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Official transcripts will be required.
  
  
• 5+ years of experience in IT support, with at least 1-2 years in a supervisory or lead role; or a comparable combination of education and experience
  
  
• Proficient understanding of computer systems, cloud software, and other tech products.
  
  
• Familiarity with Workday, ServiceNow, and Salesforce is desired but not required. Experience with Microsoft operating systems and the Microsoft Suite highly desired.
  
  
• Excellent communication and interpersonal skills, with a strong customer service orientation.
  
  
• Proven ability to lead and motivate a team, with excellent organizational and time management skills.
  
  
• Bilingual or multilingual preferred.
  
  

***Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. ***

Key Responsibilities

• Ability to think critically and solve complex problems efficiently.
  
  
• Ability to communicate technical concepts to non-technical users.
  
  
• Ability to work well in a team environment and collaborate with colleagues.
  
  
• Ability to effectively use a communication platform like Microsoft Teams
  
  
• Willingness to learn and adapt to new technologies and processes.
  
  
• Proven ability to lead and motivate a team, with excellent organizational and time management skills.
  
  
• Willingness to work across multiple Dallas College campuses.
  
  
• Completes required Dallas College Professional Development training hours per academic year.
  
  

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Incumbents may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.

About Us

Since 1965, Dallas College, formerly Dallas County Community College District, has served more than three (3) million students. Comprising seven campuses located around the Dallas/Fort Worth area, we are one of the largest community college systems in the state of Texas. We strive to be a leader in the community college space, placing students at the center of everything we do.

Dallas College is committed to cultivating an environment of opportunity and belonging for all students and employees. We recognize that the Dallas College workforce, and the diverse talent that stems from it, is directly linked to our success. We are part of an equal opportunity system that provides education and employment opportunities without discrimination on the basis of any protected attribute, including race, color, religion, national origin, sex, disability, age, sexual orientation, gender identity or gender expression, veteran status, pregnancy or any other basis protected under applicable law. In accordance with applicable law, Dallas College will make reasonable accommodations for applicants and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

Applications DeadlineNovember 1, 2024