27 days old

Service Desk Manager, Information Technology

Roger Williams University
Bristol, RI 02809
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  • Job Code
    117336807

Company Description:

Roger Williams University, located on the coast of Bristol, RI, is a forward-thinking private university with 45 undergraduate majors and more than a dozen graduate programs spanning the liberal arts and the professions, where students become community-minded citizens through project-based, experiential learning. With small classes, direct access to faculty and boundless opportunities for real-world projects, RWU students develop the ability to think critically while simultaneously building the practical skills that today's employers demand. In addition to its 4,000 undergraduates and 300 graduate students, RWU is home to a thriving University College based in Providence as well as Rhode Island's only law school.

Roger Williams University is committed to creating and supporting an intellectual community devoted to teaching and learning and providing the opportunity for personal and intellectual growth for students, faculty and staff. The University credits much of its growth and success to the hard work and dedication of its employees.


Job Description:

Under the direction of the Director, Support Services, the Service Desk Manager leads the service team that delivers technical and related multimedia support services at the IT Service Desk, located in the University Library Learning Commons.

Service Desk Operations

  • Provide Tier 1 technical support and referral for incoming customer requests via phone, email, text, chat, web forms and walk-in customers.
  • Perform problem research, identification, resolution, follow-up and escalation.
  • Troubleshoot and track problems with on-site hardware, including computers, printers and scanners including supported applications.
  • Meet and exceed Tier 1 service levels and provide referrals to Tier 2 and Tier 3 support resources.
  • Build service level measurements for efficiency and Quality of Service (QoS).
  • Conduct random assessment interviews and manage an annual assessment survey.
  • Develop and manage the overall messaging about the service desk, including the content of the digital displays.
  • Work with support staff and Marketing and Communications to progressively develop and keep current collateral about the service desk, including a rich and robust website.

Systems and Reporting

  • Assist in the selection and implementation of a set of systems and tools to enhance operations.
  • Work with managers of IT and other RWU technology support units and staff to consolidate and integrate the existing systems and tools including the building of knowledge base(s).
  • Develop and manage phone escalation processes to ensure free-flowing escalation and access to information within the University.
  • Coordinate the requests, incidents, and problems with various IT and Learning Commons staff to ensure that end user questions are answered and/or forwarded to an appropriate staff member.
  • Manage knowledge base(s) and ensure the highest quality solutions are available to the staff.
  • Maintain and configure the service tracking software and provide training and support for the staff.
  • Develop and provide weekly and monthly reporting on service levels, staff productivity and customer feedback.

Integration of Service Departments

  • Work closely with IT and other RWU technology support units and staff on overall service delivery.
  • Build relationships in the schools, departments and student organizations, as both extensions of and expert users of computing, media and technology resources.
  • Engage vendors and manage vendor relationships, as appropriate.

Staff Management

  • Oversee assigned part-time staff and student assistants.
  • Develop and maintain work schedules for service desk staff to ensure there sufficient desk coverage of at least one University technical staff and one student worker on duty whenever the Library is open.
  • Develop and maintain all training documentation as well as deliver training for all service desk staff and student workers.
  • Lead the service desk team who responds to media and technology service requests via walk-in email, phone, chat, text and web forms..
<p><strong>Company Description:</strong></p> <p>Roger Williams University, located on the coast of Bristol, RI, is a forward-thinking private university with 45 undergraduate majors and more than a dozen graduate programs spanning the liberal arts and the professions, where students become community-minded citizens through project-based, experiential learning. With small classes, direct access to faculty and boundless opportunities for real-world projects, RWU students develop the ability to think critically while simultaneously building the practical skills that today's employers demand. In addition to its 4,000 undergraduates and 300 graduate students, RWU is home to a thriving University College based in Providence as well as Rhode Island's only law school.</p> <p>Roger Williams University is committed to creating and supporting an intellectual community devoted to teaching and learning and providing the opportunity for personal and intellectual growth for students, faculty and staff. The University credits much of its growth and success to the hard work and dedication of its employees.</p> <br /> <p><strong>Job Description:</strong></p> <p>Under the direction of the Director, Support Services, the Service Desk Manager leads the service team that delivers technical and related multimedia support services at the IT Service Desk, located in the University Library Learning Commons.<br /><br /><strong>Service Desk Operations</strong></p> <ul> <li>Provide Tier 1 technical support and referral for incoming customer requests via phone, email, text, chat, web forms and walk-in customers.</li> <li>Perform problem research, identification, resolution, follow-up and escalation.</li> <li>Troubleshoot and track problems with on-site hardware, including computers, printers and scanners including supported applications.</li> <li>Meet and exceed Tier 1 service levels and provide referrals to Tier 2 and Tier 3 support resources.</li> <li>Build service level measurements for efficiency and Quality of Service (QoS).</li> <li>Conduct random assessment interviews and manage an annual assessment survey.</li> <li>Develop and manage the overall messaging about the service desk, including the content of the digital displays.</li> <li>Work with support staff and Marketing and Communications to progressively develop and keep current collateral about the service desk, including a rich and robust website.</li> </ul> <p><strong>Systems and Reporting</strong></p> <ul> <li>Assist in the selection and implementation of a set of systems and tools to enhance operations.</li> <li>Work with managers of IT and other RWU technology support units and staff to consolidate and integrate the existing systems and tools including the building of knowledge base(s).</li> <li>Develop and manage phone escalation processes to ensure free-flowing escalation and access to information within the University.</li> <li>Coordinate the requests, incidents, and problems with various IT and Learning Commons staff to ensure that end user questions are answered and/or forwarded to an appropriate staff member.</li> <li>Manage knowledge base(s) and ensure the highest quality solutions are available to the staff.</li> <li>Maintain and configure the service tracking software and provide training and support for the staff.</li> <li>Develop and provide weekly and monthly reporting on service levels, staff productivity and customer feedback.</li> </ul> <p><strong>Integration of Service Departments</strong></p> <ul> <li>Work closely with IT and other RWU technology support units and staff on overall service delivery.</li> <li>Build relationships in the schools, departments and student organizations, as both extensions of and expert users of computing, media and technology resources.</li> <li>Engage vendors and manage vendor relationships, as appropriate.</li> </ul> <p><strong>Staff Management</strong></p> <ul> <li>Oversee assigned part-time staff and student assistants.</li> <li>Develop and maintain work schedules for service desk staff to ensure there sufficient desk coverage of at least one University technical staff and one student worker on duty whenever the Library is open.</li> <li>Develop and maintain all training documentation as well as deliver training for all service desk staff and student workers.</li> <li>Lead the service desk team who responds to media and technology service requests via walk-in email, phone, chat, text and web forms..</li> </ul> <img src="https://analytics.click2apply.net/v/wy72DXSnKJa8UJVoigZA2"> <br/><br/><p><strong>Requirements:</strong></p> <p>Bachelor's degree in Computer, Information Science, or a related field.<br />Seven years of extensive experience in Information Technology.<br />Four years of professional service delivery of desktop support, networking, help desk, and/or media services.<br />A proven track record of customer service excellence and team-building.<br />Demonstrated project management experience.<br />Strong interpersonal skills and communications including writing, messaging and presentation.<br />One to two years of experience in CRM, help desk systems and team-building coordinating and/or collaborating with many service departments.<br />Ability to work with RWU students in service delivery, schedules, training and supervising.Must be available to work evenings and weekends.<br /><br /><u><strong>Preferred Qualifications</strong></u><br />College or university experience including experience overseeing student workers.<br />Experience with service desk management tools such as Remedy, Track-IT, etc.<br /><br /><em>At the University's discretion, the education and experience prerequisites may be excepted where the candidate can demonstrate, to the satisfaction of the University, an equivalent combination of education and experience specifically preparing the candidate for success in the position.</em></p> <br /> <p><strong>Additional Information:</strong></p> <p><em>As an institution committed to strengthening society through engaged teaching and learning as well as building the university that the world needs now, Roger Williams University values inclusion, seeks to reflect the diversity of the region and create access to higher education and career success.</em></p> <p><em>The University seeks candidates who, through their work and life experiences, service to the community, and teaching or research, can contribute to our diversity, inclusivity, and equity goals.</em></p> <p><em>Roger Williams University is an affirmative action/equal opportunity employer and committed to a diverse workforce. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other basis protected by applicable state and federal law.</em></p> <p><em>For information on our Non-discrimination and Title IX policy, visit: <a href="http://rwu.edu/NDT9" target="_blank">rwu.edu/NDT9</a></em></p> <p><em>Salaries for new hires at Roger Williams University usually fall between the minimum and midpoint of the salary range.</em><br /><br /><em>Minimum 25th Midpoint 75th Maximum</em></p> <p><em>$51,653 $56,933 $62,212 $67,493 $72,773</em></p> <br /> <p><strong>Application Instructions:</strong></p> <p>Please attach a resume, cover letter, and list of three (3) professional references. In your cover letter/letter of interest, in addition to listing how your qualifications meet the requirements of the position, please include information about how you would be able to contribute to RWU's diversity, inclusivity, and equity goals.</p><p>PI117336807</p>
Posted: 2020-01-22 Expires: 2020-02-23

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Service Desk Manager, Information Technology

Roger Williams University
Bristol, RI 02809

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