Infinite Campus
posted about 2 months ago
Full-time - Manager
Remote
Professional, Scientific, and Technical Services
About the position
As the Manager of the IT Service Desk at Infinite Campus, you will oversee and lead the IT Service Desk team, ensuring effective and efficient delivery of technical support services to internal staff. Your role will involve managing a team of technicians, providing guidance and support, and maintaining high standards in service delivery. You will handle day-to-day operations, manage requests, and act as an escalation point for complex issues, while implementing best practices in service desk processes and collaborating with other IT teams.
Responsibilities
- Oversee and lead the IT Service Desk team.
- Ensure effective and efficient delivery of technical support services.
- Manage day-to-day operations of the IT Service Desk.
- Act as an escalation point for complex technical issues.
- Implement best practices in service desk processes.
- Collaborate with other IT teams and departments on cross-functional projects.
- Identify areas for process improvement and automation.
- Maintain service levels related to response times and ticket resolution.
Requirements
- Degree in Information Technology, Computer Science, or a related field.
- At least five years of experience in IT Service Desk management.
- Strong leadership and people management skills.
- Solid technical background in troubleshooting hardware, software, and network issues.
- Familiarity with Microsoft Windows, macOS, Microsoft 365, Jira, and Confluence.
- Effective communication and interpersonal skills.
Nice-to-haves
- Certifications like HDI or ITIL.
- Experience in a technology-oriented environment.
- Proactive approach to identifying improvement opportunities.
Benefits
- Stock options
- Health savings account
- AD&D insurance
- Paid holidays
- Disability insurance
- Dental insurance
- Flexible spending account
- Tuition reimbursement
- Paid time off
- Employee assistance program
- Vision insurance
- 401(k) matching
