Service Desk Manager

Edmond, OK
Mar 12, 2017
Institution Type
Four-Year Institution

College Information:
Position Summary:

Direct/Manage/Supervise and monitor the activities of technical support staff of a department or significant unit. Conduct analysis and prepare reports on progress, work trends, and problems. Evaluate and develop help desk programs and policies for the department. Advise support staff concerning administrative procedures, technical problems, and priorities of the department.

Posting Number: RE00792
Job Type: Full-Time
Department Specific Essential Job Functions:

The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Creates and executes planning and implementation in the delivery of a comprehensive Service Desk unit providing all associated services.

Oversees overall management and workflow of the Service Desk staff. Ensures appropriate staffing, schedules and reporting.

Hires, trains, and coaches new staff on policy and procedures, customer service, and the enterprise telephone system.

Promotes teamwork by mentoring other staff and providing training on, and updates to, the Technology Service Catalog.

Ensures all service support requests and incidents are escalated following appropriate service workflows.

Validates the documentation and communication between Service Desk and all related support teams regarding troubleshooting efforts on escalated issues.

Assists in Service Level Agreement (SLA) development and account management.

Facilitates the communication to develop Service Level Agreements and documented procedures among the Service Desk and other supported campus entities.

Creates and monitors the development of training programs for Service Desk staff to improve customer service, computer literacy, and self-sufficiency.

Conducts operational statistical surveys.

Substantiates appropriate reporting to drive business decisions, and escalates reports for management review.

Oversees the process and validates request ticket tracking and regular reviews.

Facilitates the transfer of request tickets to appropriate support departments if requests are not resolved.

Serves as functional administrator of the IT Service Management ticketing system.

Manages Knowledge Management Articles within the ITSM ticketing system.

Prepares and manages budget proposals and operational expenditure statements.

Assists in developing strategic planning for the department and division.

Assists in management of the division’s communications portfolio.

Oversees all OIT-managed Computer Labs.

Maintains a customer-service attitude.

Adheres to and complies with the University’s shared values (3Cs) and the Office of Information Technology’s Code of Ethics.

This position is on-call 247365 and requires the successful candidate to have “high-speed” Internet access to their residence. “High-Speed” infers Cable modem or DSL measured within the Mega-Bit upload and download speeds. This position requires the successful candidate to maintain a smart phone on which to receive telephone calls, email and SMS messages from servers and authorized OIT personnel.

Ensures systems documentation follows best practices, is up-to-date, accurate, and tested.

Continually updates skills and knowledge relative to the position and the technology industry.

Performs other related duties as assigned.

Salary: $54,290.35 annually
Desired Start Date:
EEO Statement:

The University of Central Oklahoma (University) is committed to an inclusive educational and employment environment that provides equal opportunity and access to all qualified persons. The University will continue its policy of fair and equal employment and educational practices without discrimination harassment because of actual or perceived race, creed, color, religion, alienage or national origin, genetic information, ancestry, citizenship status, age, disability or handicap, gender, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.

For complete details on the University’s EEO policy, please visit the Employee Handbook.


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