ITS Service Desk Manager

About the position

The ITS Service Desk Manager at Loyola University Chicago is responsible for overseeing the daily operations of the IT Service Desk, ensuring high-quality technical support for faculty, staff, and students. This role involves managing a team of full-time staff and student workers, fostering a collaborative environment, and continuously improving support processes to align with university goals and service-level agreements.

Responsibilities

• Lead and develop a team of full-time service desk staff and student workers.
• Provide regular feedback, performance evaluations, and opportunities for professional development.
• Foster a supportive, collaborative team culture focused on delivering exceptional customer service.
• Ensure the service desk provides professional, courteous, and timely support to all university users.
• Promote a customer-focused approach to IT support, prioritizing user satisfaction and clear communication.
• Act as an escalation point for complex or high-priority issues.
• Oversee the logging, prioritization, assignment, and resolution of IT incidents and service requests.
• Track and analyze service desk metrics, including response times and customer satisfaction.
• Generate and present regular reports on service desk activities to university leadership.
• Administer and maintain the university's ticketing system, TeamDynamix.
• Evaluate and improve service desk workflows and documentation.
• Lead efforts to document recurring IT issues and solutions in a shared knowledge base.
• Develop and maintain a knowledge base with resources and troubleshooting guides.
• Partner with other ITS teams to facilitate cross-team issue resolution.
• Work closely with university departments to understand their IT needs.
• Solicit and act on feedback from users to identify areas for improvement.

Requirements

• A Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Experience in developing and operating service management platforms.
• Skill in business analysis and excellent customer and team communication.

Nice-to-haves

• Familiarity with Power BI.
• Experience with IT service tools like ServiceNow or Ivanti.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 403(b) retirement plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Tuition benefit
• Pre-tax transit benefits
• Employee Assistance Program (EAP)