Description: The Manager of IT Service Desk is responsible for monitoring, analyzing, reporting, troubleshooting and completion of tickets for the Division of Information Technology. The Manager position is internal and external customer facing and requires solid organizational and interpersonal skills along with excellent ability to follow through. The Manager will directly supervise service desk technicians including student workers. The Manager will work with a team to provide leadership in implementing and maintaining service management processes including incident management, change management, a service catalog, knowledge management, process mapping, and service level agreements. The Manager is a key component of ensuring operational credibility for IT services by managing the performance of Level 1 and Level 2 services while supporting clients and ensuring that service levels are met or exceeded. Beyond daily oversight of the IT Service Desk, the Manager will build on current successes in service management by continuous improvement efforts in incident management, problem management, knowledge management, change management and service request processes.
Plan, direct, coordinate, supervise, administer, and implement policies and procedures to oversee a comprehensive service management program to increase organizational ITSM maturity and adoption of ITIL V4. Responsible for guiding and measuring continuous improvement efforts for IT Service. Manage capabilities and performance.
Provide leadership, guidance, and management to the University IT Service Desk and directly and indirectly, work with other support personnel within Information Technology Services. Train, coach, and mentor End User Support Specialists (Level 1 / 2/ 3) including career development. Oversee staff activities. Build/obtain training material for support staff. Schedule employees working times and provide backup support as needed. Interact with internal and external customers.
Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
Provide oversight and management of third party augmented Service Desk services ensuring contract SLA is being met. Review and reporting of third-party calls and tickets for quality.
Provide data and report KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Strive to make the Service Desk the single source and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Prepare reports for: Annual Report, Unit Assessment Reports, Open work orders. Perform other duties as assigned.
Five (5) years of related managerial experience.
Additional education/experience may be considered as a substitution for the minimum experience requirements to include:
Associate's and (7) years of experience or
Masters and (3) years of experience
Experience in a technical role providing remote support in a service desk environment.
Extensive knowledge of PC computer hardware, software, peripherals, and operating systems.
Eight (8) years of technical experience.
Experience in developing and analyzing service metrics and trends.
Experience in developing and maintaining a service catalog.
Experience with organizing and leading large complex projects.
Commensurate with experience.
All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check.
Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.
Texas A&M University-Corpus Christi is a vibrant, Hispanic Serving Doctoral Research Institution that proudly provides a solid academic reputation, renowned faculty and highly-rated degree programs since 1947. The University has a heritage of teaching excellence with innovation in research and community engagement as part of the distinguished Texas A&M System. With palm tree-lined pathways throughout the campus, nearby natural wetlands, a scenic hike-and-bike trail and a university beach, Texas A&M University-Corpus Christi is the only university in the nation located on its own island, at the heart of the Texas Gulf Coast.