Service Desk Manager

Lee College

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Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Community College

Job Details

Service Desk Manager

Posting Number: 0001177

PS Position#: 00001055

Position Status: Full-Time

Salary: Starting salary range of $47,362 - $54,460 is based on the Lee College Administrative/Administrative Support Salary Scale, C41. Placement on scale is commensurate with education and related work experience.

Department: Information Technology (IT)

Job Summary/Basic Function:
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. 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.

Duties and responsibilities include, but are not limited to:

  • Oversee/Manage all service desk functions including technicians, service desk operations, and service level agreement monitoring.
  • Develop, implement, and manage strategies, policies, standards, processes, and systems necessary to support a 24/7 service desk operation to support all technologies and applications throughout the institution.
  • Work closely with both internal and external end-users 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.
  • Manage and maintain annual updates for four technology refresh matrixes including faculty, staff, classroom podiums, and computer labs.
  • Act as the lead technical contact.
  • Supervise Help Desk and Desktop Support Technicians.
  • Provide backup technical support to Desktop Support Technicians, such as desktop support for computer hardware and software and new user laptop and desktop setup with Lee College standard and classroom software.
  • Provide backup technical support to Help Desk technicians for Lee College-owned 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.
  • Create and distribute documentation for new IT initiatives and procedures.
  • Provide reports and analyses for all IT teams.
  • Perform Help Desk and Desktop Support project management and coordination.
  • Perform Service Now administration, management, and reporting.

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:
  • Associate’s (or higher) degree in a related field or successful completion of sixty (60) college credit hours in a related field
  • Three (3) years of 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 have up-to-date knowledge of technology and related regulations/guidelines
  • Must be a strong team player, work effectively under pressure, and be 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 set 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:

Campus/Location: Main Campus - Baytown, TX

If other, provide location:

Close Date:

Open Until Filled: No

Special Instructions to Applicants:
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.

To apply, visit

Lee College is an Equal Opportunity/Affirmative Action Employer, which encourages applications from qualified females, minority groups, veterans, and disabled individuals. It is the policy of Lee College to fully comply with the equal opportunity provisions of all applicable regulations and not to discriminate against any employee or applicant for employment because of gender, disability, race, color, age, religion, national origin, or veteran status in areas such as recruitment, selections, training, promotion, demotion, layoffs, terminations, rates of pay, or any other forms of compensation or benefits.

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The College and the Community

Established in 1934, Lee College is a comprehensive community college offering university transfer programs, career and technical education, corporate and continuing education, and academic development.

Lee College is a vibrant, continuously evolving, mid-sized institution serving an industrial community. The college is located in Baytown, Texas, approximately 30 miles east of Houston. The third largest city in the Houston metropolitan area, Baytown has a diverse population of more than 60,000. It is a prosperous community that offers a competitive cost of living, a variety of employment opportunities, and a strong tax base provided by corporations such as ExxonMobil, Chevron Phillips, and Bayer.

Lee College at a Glance

  • Fifth in the U.S. for associate degrees awarded in science and technologies
  • Fourth in the U.S. For associate degrees awarded to Hispanic students
  • Achieving the Dream Leader college
  • Ranked among top 10 percent of community colleges in the nation by the Aspen Institute for two consecutive years
  • More than 130 degrees and certificates offered
  • 30 student organizations in 2012-20123
  • Nationally recognized honors program
  • First community college in the nation to receive Kresge Foundation Grant
  • 2012-2013 NJCAA Region XIV men’s basketball champs
  • Clinton Climate Initiative college
  • The ExxonMobil Process Technology Program

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