Posting Details

Position Information

Posting Number: 0000933Job Title: Service Desk Manager (INTERNAL CANDIDATES ONLY)PS Position#: 00001055Position Status: Full-TimeSalary: Starting salary range of $43,015- $47,317 is based on the Lee College Administrative/Administrative Support Salary Scale, C41. Placement on scale is commensurate with education and related work experience.Classification: AdministrativeDepartment:Information Technology (IT) POSTING TEXT

Job Summary/Basic Function:

Please note: This is an internal posting. Only current, full-time and part-time employees of Lee College may apply.

The Service Desk Manager is responsible for the independent management of all service desk functions including technicians, service desk supervision, and service level agreement monitoring. The Service Desk Manager will work closely with both internal and external customers to define service level targets and present and report compliance, as well as ensure continuous improvements that will create and maintain a positive and consistent service experience. This position requires a thorough understanding of common technical support and customer service call center challenges including staffing, quality diagnostics, call volume analysis, documentation, etc. As the lead technical contact, this position must possess solid client/server, Active Directory, and desktop software knowledge and must be able to apply that knowledge to a wide variety of service disruptions in order to ensure the proper recording, routing, and resolution of incidents. This position develops, implements, and manages strategies, policies, standards, processes, and systems necessary to support a 24/7 service desk operation to support all technologies and applications throughout the District. It is also responsible for managing and maintaining annual updates for four technology refresh matrixes including faculty, staff, classroom podiums, and computer labs.

Duties and responsibilities include, but are not limited to:

• Provide technical backup support to Technology Support Services Technicians, such as desktop support for computer hardware and software and new user laptop and desktop setup with Lee College standard and classroom software.
  
• Track, service, and fix problems that occur with laptops/desktops/cell phones/printers/accessories.
  
• Work closely with Systems & Networking to support applications, server, and networking requirements.
  
• Provide IT training to faculty and staff, acting as the liaison between IT service desk and campus.
  
• Offer training on new IT initiatives.
  
• Provide Tech Tuesdays Training for employees.
  
• Perform Help Desk management and coordination.
  
• Perform Help Desk reporting and analysis.
  
• Perform Service Now administration, management, and reporting.
  
• Provide tier level technical support.

Additional duties and responsibilities may include, but are not limited to:

• Perform other duties as assigned.

Excellent college benefits accrue with this full-time position. This is a security sensitive position.

Lee College does not discriminate on the basis of gender, disability, race, color, age, religion, national origin, or veteran status.

Minimum Qualifications:

• Internal candidates only – Must be a current full-time or part-time employees of Lee College
  
• Bachelor’s (or higher) degree
  
• One (1) year or related work experience
  
• Experience in a position providing troubleshooting assistance and knowledge based support
  
• Must have up-to-date knowledge of technology and related regulations/guidelines
  
• Demonstrated expertise and proficiency in diagnosing complex problems with computer hardware and software with the ability to apply to solutions to the problems and articulate complex technical information to a diverse user clientele with varying levels of technical sophistication
  
• Experience in dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field and proficiency in training and supervising employees
  
• Must be a strong team player, work effectively under pressure, and able to muti-task
  
• Excellent interpersonal communication skills (verbal, written, and listening) as this position will have daily interaction with faculty, administrators, and staff
  
• Exceptional documentation skills
  
• Exercise proper judgment taking care of client computers or sensitive data
  
• Utilize effective time management skills and sets and adhere to deadlines
  
• Commitment to quality, client oriented service
  
• Ability to work independently with minimal supervision
  
• Excellent organization skills
  
• Must be flexible to work evenings, weekends, and holidays as needed

Preferred Qualifications:

• Bachelor’s (or higher) degree in Computer Science or related field
  
• Two (2) years of professional work experience as a technical analyst and service desk support

Campus/Location: Main Campus - Baytown, TXIf other, provide location. Posting Date:10/08/2019Close Date:10/15/2019Open Until FilledNoSpecial Instructions to Applicants:

Please note: This is an internal posting. Only current, full-time and part-time employees of Lee College may apply.

This position requires applicants to attach the following documents: resume, cover letter, and copies of transcripts for all completed college work. (Official transcripts required upon employment.)

In addition, applicants must include a minimum of three (3) professional references on the online application.

Please do not mail, email, fax, or deliver any documents outside of the electronic application process.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * At this time, only internal candidates are being considered for this position. Are you currently a full-time or part-time Lee College employee?
   • Yes
   • No
2. * Do you have a Bachelor's (or higher) degree?
   • Yes
   • No
3. * Do you have one (1) year of related work experience?
   • Yes
   • No
4. * Do you have experience in a position providing troubleshooting assistance and knowledge base support or in a similar position?
   • Yes
   • No
5. * Are you available to work evenings, weekends, and holidays as needed?
   • Yes
   • No
6. * Do you have experience dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field and proficiency in training and supervising employees?
   • Yes
   • No
7. * Do you have a Bachelor's (or higher) degree in Computer Science or a related field?
   • Yes
   • No
8. * Do you have two (2) years of professional work experience as a technical analyst and service desk support?
   • Yes
   • No

Applicant DocumentsRequired Documents

1. Resume/Curriculum Vitae
2. Cover Letter
3. Unofficial Transcript 1

Optional Documents

1. Unofficial Transcript 2
2. Unofficial Transcript 3
3. Other Document