Service Desk Team Lead

Edmond, OK
May 25, 2017
Institution Type
Four-Year Institution

College Information:
Position Summary:

Provides a first line and single point of contact to the organization for technology related problems. Assist business customers with telephone, walk-in, or trouble ticket inquiries to resolve or escalate IT systems issues and problems. Provides support and incident management and client communication for IT system faults and service requests.

Posting Number: RE00881
Job Type: Full-Time
Department Specific Essential Job Functions:

Assists in supervising Service Desk staff. Controls and manages staff schedules and time reports. Manages the workflow for the Service Desk.

Assists in hiring, training, and coaching 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.

Manages customer contact (phone, email, and in-person-requests) and resulting workaround or solution into the Service Desk ticketing software and takes proactive steps to minimize similar issues from recurring.

Analyzes and resolves or appropriately escalates service and support requests and incidents.

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

Identifies, recommends and may assist in development or execution of training programs for Service Desk staff to improve customer service, computer literacy, and self-sufficiency.

Conducts operational statistical surveys.

Prepares and maintains IT Service Management (ITSM) Service Desk reporting for management review.

Responsible for request ticket tracking and regular reviews.

Prioritizes and manages service tickets to ensure excellent customer service.

Research and recommend innovative, and where possible, automated approaches for administration task efficiencies.

Serves as functional manager of ITSM.

Maintains Knowledge Management Articles within the ITSM ticketing system.

Review, monitor and approve timekeeping of student employees.

Performs other related duties as assigned.

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 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.

The duties listed above 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.

Salary: $16.72 per hour ($34,798 annually)
Desired Start Date: 07/10/2017
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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