Manager Service Desk
Under direct supervision and in accordance with established customer service and support procedures this position reports to Director Customer Support. Responsibilities include: overseeing all technical support incidents, work orders, asset life cycle replacement requests, problems and change management support incidents; ensuring services meet set business operations, standards and procedures via Service Desk best practices; and ensuring technical support assistance is available from the Service Desk This position works closely with the Regional Managers of Campus Technical Services to ensure all user and IT requirements are met as outlined in the SLA for the Customer Support Department.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Manage, mentor, coach and support all Technical Service Desk Agents in IT. Oversee all HCC Service Desk services, standards and procedures. Plan and oversee all Service Desk Agents work schedules and changes in schedules as deemed required to ensued user call coverage during Service Desk hours of operation.
Provide 1st Call Resolution to user calls to the IT Service Desk for support. Support all student calls for assistance with student services, registration, enrollment, admissions, financial aid, and distance education.
Manage and monitor IT Service Desk Agents time, efforts and expertise during coverage hours, system upgrades, services outages and information technology maintenance windows.
Develop and implement a customer service survey via the work order ticketing system gather feedback from users to ensure that user satisfaction needs are tracked and addressed and to ensure that user complaints and issues are resolved.
Engage in high-level problem solving with peer groups to understand the nature of historical reported service outages
Oversee and maintain service level agreements (SLA), analyze status reports, customer satisfaction surveys and other metrics, and report findings to management.
Make recommendations for better service to users in an effort to reduce the volume of service issues, incident calls to the Service Desk and work order service requests.
Determine industry training and cross-training needs for Service Desk Agents.
Assist users to determine scope of work to effectively support work order requests.
Provide notifications to users and coordinate resolutions with business owners and work groups.
Conduct technology research in an effort to assist Service Desk staff with new services, projects or service issues.
Serve as primary resource for information regarding problem management and change control.
Maintain and support work order ticketing and tracking system, ACD, CISCO UCCX and other Service Desk support tool environments.
Interact with all college/department contacts as required to coordinate changes to services for HCC users.
Maintain a working presence on committees to stay well-informed on issues impacting student services.
Ensure Service desk coverage for after hours, weekends and holiday support schedules during IT systems and services maintenance windows and upgrades.
To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.
Bachelor's Degree in Computer Science, Information Systems, Management Operations or related field, required.
Eight (8) years of directly related work experience may be considered in lieu of degree. HDI Support Center Manager certification required.
ITIL V3 Foundations certification required
Apple Systems and products certification, preferred.
Five (5) years' work experience and knowledge utilizing work order ticketing/incident and tracking systems, Cisco UCCX, Cisco Call Manager and Automated Call Distribution (ACD) for Service Desk environments.
Three (3) years of work experience managing and supervising Service desk agents for technical support and Service desk services in Service desk or call center service environments with HDI Best Practices skillset required.
KNOWLEDGE, SKILLS, AND ABILITIES
Proven ability to manage a team of Service Desk analysts; including planning activities, staff work schedule, service outages, system upgrades and support coverage for periods during staff absence.
Knowledge in customer services and support best practices.
Knowledge in industry related and compatible ticketing/incident and tracking system.
Knowledge in VoIP-UCCX for business operations and interface with the Service desk services as related to user work order ticketing and tracking systems.
Proven ability to implement quality and performance management practices and procedures.
Knowledge of the following software/environment required: Microsoft Office Suite; Microsoft Work at Home; Microsoft Windows; Data Networking; Print Server; SCCM; Share Point; Adobe Work At Home; and Adobe CS6 software.
Ability to communicate with all faculty, staff and students regarding varying levels of IT services and systems.
Ability to work in a team and multi-ethnic/multi-cultural environment. Strong interpersonal and oral/written communication skills.
Detail-oriented and possess analytical abilities.
Knowledge of QualysGuard, Bitlocker and MAC OS X.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Employees will be required to follow any other job-related instructions and to perform any other job- related duties requested by their supervisor. This job description may be revised upon development of other duties and changes in responsibilities.
Houston Community College (HCC) is an open-admission, public institution of higher education offering a high-quality, affordable education for academic advancement, workforce training, career development and lifelong learning to prepare individuals in our diverse communities for life and work in a global and technological society. We're proud to say that 98 percent of our graduates step into a job in their field of study immediately upon graduation. One of the largest community colleges in the nation, HCC has served the Greater Houston area for over four decades. Accredited by the Southern Association of Colleges and Schools, and the Schools Commission on Colleges, we offer 300+ associate degree and certificate programs to 75,000+ students across 13 Centers of Excellence and online each semester. We are proud to be No.1 among all community colleges in the nation in providing associate degrees to minorities and No.1 in educating international students, with 10.4 percent of our student population from outside the USA. Our vision is to become the Employer of Choice in support of our mission for Student Success by attracting, retaining and motivating the best employees.
Houston is a city with limitless possibilities:
• Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City's 55.
• 145 languages are spoken here.
• Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
• Houston is a major-league sports town, and don't forget the annual Houston Livestock Show & Rodeo.
• The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
• World-renowned medical care. The Houston metro area has long been known for its first-rate health care system, with many Houston area hospitals consistently ranking among the nation's top institutions.
• With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston's cultural scene.
• Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.
If this sounds like the role for you and you're ready to join an amazing team, please apply right away.
Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran's status. The following person has been designated to handle inquiries regarding the non-discrimination policies:
David Cross, Director EEO/Compliance, Title IX Coordinator
Office of Institutional Equity
PO Box 667517
Houston TX, 77266
713 718.8271 or [email protected]
HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages diversity, innovation and creativity, and inclusion.
Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565.