Service Desk Lead (Information Technology Consultant - Expert)

Job description

Job Title: Service Desk Lead (Information Technology Consultant - Expert)
Job ID:13634
Full/ Part Time: Full-Time
Job Code:0420
Department:Infrastructure and Systems

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Salary Range: $6,249 to $11,748 per month
Anticipated Hiring Range: $6,249 to $7,000 per month

Note: This is a full-time, probationary, exempt position.

Organizational Description:

Technology Services provides administrative information services, core services, and desktop support to the Fresno State community. Our department consists of a well trained team of individuals dedicated to providing effective technology and quality services and support that are integrated into the daily activities of the entire campus.


Under the general direction of the Director of Client Services, the Service Desk Lead is responsible for leading the service desk for the campus. The incumbent will work collaboratively with the entire technology services organization to provide reliable and valuable services to the Fresno State community. The Service Desk Lead will create and implement procedures, processes, and protocols that enable the organization to align with the mission of the university and the campus and division strategic plans. The incumbent will collaborate with campus leadership and administration, deans, faculty, and students to provide a service model of continuously-improving, client-focused service.

The Service Desk Lead will lead and facilitate resources dedicated to the primary, initial, client-facing entry point to Technology Services and provides support for technology service and incident requests for the entire campus. The Service Desk Lead will provide guidance to staff involved with planning service delivery; participation in campus-wide planning and technology review processes; and performing other related duties as assigned.

The Service Desk Lead will possess strong interpersonal skills and have excellent written and verbal communication skills to effectively communicate across all levels of the organization and with a variety of audiences, both technical and non-technical. The incumbent will possess a strong customer-service background in a fast-paced environment that is prone to change. The Service Desk Lead will have shown proven success in a technology organization, preferably in higher education. The incumbent will be a highly emotionally intelligent individual that shows integrity leading a team of professionals, the ability to respectfully follow, a strong ability to be a team player in a service-oriented organization, and a strong work ethic that strives for excellence in all facets of work.

Position Summary:

  • Provide leadership and service management for all client-facing technology services; provide development, implementation, and assessment of a model for continuous improvement of processes, policies, protocols, and procedures for the campus service desk.
  • Prepare plans for campus service desk.
  • Closely manage all service and incident tickets ensuring that each is expediently and professionally resolved. Identify, triage and prioritize requests which deserve extra attention.
  • Ensure that the team provides the highest quality of service possible to the users of the systems it supports.
  • Build partnerships and communication with representatives of the various user communities, to proactively understand and anticipate requirements and to guarantee that we take the proper measures to meet these requirements and quickly resolve any problems that occur.
  • Collaborate effectively with the Infrastructure, Systems, Network, Classroom Video Services, Field Operations, Enterprise Applications, Academic Technology, and other campus technology teams to continuously improve service desk support.
  • Familiarity with all levels and areas of the university including campus leadership, administration, deans, faculty, and students to provide leadership for a service model of continuously-improving, client-focused technology services.
  • Perform other duties as assigned

    Knowledge, Skills and Abilities:

  • Effective working knowledge of end-user computing hardware, software, and management technologies
  • Demonstrated experience working in a position that requires a high degree of operations and service skills and a proven commitment to promoting and maintaining a service-oriented culture
  • Excellent written and verbal communication skills throughout all levels of an organization and with a variety of audiences
  • Strong experience in a customer-service oriented role in a fast-paced environment that is prone to change, preferably in a technology-related area and in higher education
  • Strong customer service skills and proactive, customer-focused attitude
  • Exceptional interpersonal skills coupled with the ability to develop an environment that promotes partnership and transparency with other organizations
  • Strong procedural skills
  • Highly organized with attention to detail
  • Demonstrated ability to develop collaborative relationships with faculty, technical and non-technical management and professional staff, representing various interests and perspectives, along with the ability to influence decisions effectively

  • Ability to:
    - Lead and follow proactively
    - Motivate, and to assign and review the work of, service desk staff members
    - Analyze complex situations such as personnel or operational issues and to develop and implement corrective actions and strategies for division-wide success
    - Prepare written reports and other communications and to develop business cases and negotiate contracts
    - Work effectively with a multi-ethnic campus population of students, faculty and staff
  • A history of regular attendance and positive performance evaluations

    Education and Experience:

  • Bachelor's degree from an accredited college in computer science, management information systems, a related field of study. Equivalent experience can be substituted for the required education on a year for year basis.
  • Five or more years of experience in a lead position responsible for delivery and support of client-facing technology services, training and mentoring, performance management, and delegation of work based on priorities of the organization.
  • Experience defining and managing service level agreements
  • Experience with designing online user facing knowledge based systems addressing common problems, enable self service problem resolution, system availability/planned and unplanned outages.
  • Experience with quality assessment/improvement tools and techniques specifically relating to help desk or service desk activities.

    Preferred Skills:

  • Project Management or Change Management certification
  • ITIL certification
  • Experience working in a union environment
  • Experience working in higher education and/or large corporate environments
  • Strong technical knowledge of mobile devices, including hardware and software
  • Strong characteristics of integrity, excellence, discretion, team-orientation, service-orientation
  • Strong emotional intelligence (awareness of self, self-regulation, ability to bridge styles of others)
  • High ethical standards and business acumen

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    Job No:
    Posted: 11/30/2018
    Application Due: 12/25/2018
    Work Type: