Service Desk Manager

$100,358 - $140,501/Yr

Harper College - Palatine, IL

Full-time - Manager

Palatine, IL

10,001+ employees

Educational Services

About the position

The Harper College IT Service Desk Manager is responsible for overseeing the daily operations of the IT Service Desk, ensuring high-quality technical support for faculty, staff, and students. This role includes direct supervision of the Service Desk team and the Manager of the Employee Technical Skills Training team, focusing on enhancing technical skills and overall experience. The manager will lead incident resolution, provide leadership in training initiatives, and contribute to shaping IT services to align with the college's strategic goals.

Responsibilities

• Oversee day-to-day operations of the IT Service Desk, ensuring appropriate staffing and timely handling of support requests.
• Monitor ticketing systems to ensure SLAs are met and escalate issues as necessary.
• Analyze service desk metrics and trends to improve efficiency and user satisfaction.
• Manage, mentor, and develop the IT Service Desk team and the Manager of the Employee Technical Skills Training team.
• Conduct regular performance reviews and identify training opportunities for team enhancement.
• Foster a positive team culture emphasizing collaboration and customer service.
• Serve as a primary point of contact for escalated support issues.
• Collaborate with other IT teams to implement technology solutions that improve service delivery.
• Develop and document policies, procedures, and best practices for service delivery.
• Lead efforts in troubleshooting and resolving major incidents.
• Establish and maintain root cause analysis and problem resolution processes.
• Participate in the development of disaster recovery and business continuity plans for IT services.
• Supervise the Manager of the Employee Technical Skills Training team and support them in identifying training needs.
• Provide guidance on the development of technical training programs for faculty and staff.
• Collaborate with the training team to schedule and evaluate training programs.
• Partner with IT leadership to drive initiatives that align with the college's technology goals.
• Act as a liaison between IT and other departments to ensure technology services support academic and administrative needs.
• Assist in budgeting, planning, and resource allocation for service desk operations.

Requirements

• Bachelor's degree in a technology-related field or a combination of a Bachelor's degree in an unrelated field and relevant work experience.
• Master's degree in a technical field or business preferred.
• Five years of project management and/or supervisory experience required.
• Ten years of progressive experience in a technical role.
• Excellent verbal and written communication skills.
• Ability to quickly grasp new situations.

Benefits

• Full-time position with a competitive salary range of $100,358 - $120,429.