Service Desk Manager

Job description

Posting Details

Vacancy TypeEHRA Non-FacultyIs Internal Transfer OnlyNoWorking TitleService Desk ManagerSalary RangeAnticipated Hiring RangeCommensurate with education and experiencePosition Number00044604Work Schedule8AM to 5PM, M-F After hours/weekend work occasionally.Full Time Equivalent (FTE)1.0Department143401 - Info Tech & Eng Computer SvcsDepartmentInfo. Tech & Engineering Computer ServicesJob City & StateRaleigh, North CarolinaPrimary Function of Organizational Unit

Information Technology and Engineering Computing Services (ITECS) is charged with providing a world class computing environment for the faculty, staff and students of the College of Engineering. ITECS fulfills this charge through a combination of direct IT support activities, active collaboration and partnership with other IT support entities within the College, with other IT support groups (OIT, DELTA, Colleges) and with our faculty, staff and student constituencies. ITECS staff provide technical leadership and capabilities in the core competencies both within the College of Engineering and to the University technical community as a whole.

Essential Job Duties

Member of the ITECS Leadership Team focused on leading and managing ITECS’ customer-facing technology support efforts. Manages the everyday functions of the three ITECS Service Desks providing front line technical support to the students, faculty, and staff of the College of Engineering as well as direct technical support to two academic departments. Sets standards for response times and first touch resolutions and monitors the performance of Service Desk staff in achieving them.

Manages the college’s Eos Computer Lab environment to include provisioning, updating, maintaining and replacing equipment and software in accordance with established life cycles. Hires, trains, schedules, coaches and mentors the six full-time professional staff and four temporary student staff to ensure each individual is capable of functioning effectively as a member of the ITECS Service Team.
Schedules the staffing of three, geographically dispersed Walk-in Centers. Acts as primary liaison with the two supported academic departments. Is the primary advisor to the ITECS Director in all customer service and technical support matters.

Other Work/Responsibilities

Maintains the ITECS Knowledge Base in accordance with ITSM standards. Represents ITECS and the College of Engineering on various technical committees and working

Other duties as assigned.

Minimum Education/Experience

Graduation from a four-year college or university with a degree in Information Technology, engineering, telecommunications, computer science, or a field closely related to the nature of the position and four years of progressive experience in the field of information technology support. Experience a field of work related to the position’s role may be substituted on a year-for-year basis.

- 1‐2 years of supervisory experience

Departmental Required Skills

-Knowledge and experience in a formal service management (ITSM) environment, to include the analysis of data within a service management tool such as ServiceNow or Remedy.
-Experience in and ability to manage a diverse team of IT professionals and temporary student workers, to include preparation of position descriptions, practice of inclusionary hiring practices, mentoring and coaching technical staff, and knowledge of University personnel policies and practices.
-Experience leading a team providing technical support in a heterogeneous computing environment consisting of Windows, Mac and Linux systems, with a varied degree of customer knowledge ranging from expert to neophyte.
-Working knowledge of Active Directory and related IT management systems and familiarity with their deployment in an enterprise environment.
-Supervisory knowledge of applications packaging and software deployment.
-Ability to communicate tactfully and effectively, verbally and in writing, with both technically oriented and non-technical correspondents.

Preferred Experience, Skills, Training/Education


Required License or Certification


Special Instructions

Due to current Covid 19 situation, applicants must be prepared to participate in online interviews via Zoom or Google Meet.

Job Open Date08/28/2020Anticipated Closing Date09/11/2020Is this position partially or fully funded on ARRA stimulus monies?NoProposed Hire Date10/01/2020AA/EOE

NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree equivalency verified at or equivalent service. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Supplemental Question

Required fields are indicated with an asterisk (*).

  1. * How did you learn of this opportunity?
    • NCSU Website
    • NCSU Executive Search Services
    • Other Online Job Board
    • Carolina Job Finder / Employment Guide
    • Job / Career Fair
    • The Chronicle of Higher Education
    • HERC
    • Professional Journal
    • Print Advertisement (Newspaper / Periodical)
    • Professional Organization
    • Direct Contact from NCSU HR Representative / Recruiter
    • NCSU Employee Referral
    • Social Media (LinkedIn, Twitter, Facebook, Other)
    • Other
  2. If you learned about this vacancy from "other source" or "other website", please provide the source.

    (Open Ended Question)

Application Materials RequiredRequired Documents
  1. Resume
  2. Cover Letter
  3. Contact Information for References
Optional Documents




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    Job No:
    Posted: 8/29/2020
    Application Due: 9/22/2020
    Work Type: