About the position
This position is within FSU's Department of Information Technology Services (ITS). The ITS Service Desk is the first point-of-contact for students, faculty, staff, and constituents of the University when associated with the fulfillment and support for IT technologies. This is a key leadership position in the FSU Information Technology (IT) Service Center responsible for overall management and oversight of the ITS Service Fulfillment team. The primary role of the Service Fulfillments team is to translate and/or fulfill customer needs into workflow, complete requests to external vendors or internal service provider groups, for adds, moves and changes to voice, video, data, networking and security, and other ITS offerings as quickly and efficiently as possible. Once orders are fulfilled and customer satisfaction is confirmed, this area ensures data entry integrity for billing and asset tracking.
Responsibilities
- Responsible for day-to-day management of the IT Service Fulfillment team which is responsible for providing timely and effective customer work order fulfillment and resolution.
- Providing assistance and guidance to the team regarding estimates/work orders and data entry process for fulfillment of services provided by ITS.
- Providing operational oversight, quality control and problem resolution in translating customer needs, ensuring accurate completion of requests that are received.
- Fulfilling the requests or routing to appropriate IT provider group(s) adhering to specified guidelines and timelines.
- Ensuring that appropriate support mechanisms are implemented, maintained, and properly transitioned into daily operations by the team.
- Producing effective management reports and statistics regarding workflow and service volumes to ensure all established policies, processes and service turnaround times and commitments are met by the service fulfillment team.
- Recommending internal IT policies, procedures, process improvement plans and maintaining associated documentation.
- Participating in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups.
- Establishing data entry processes, defining/securing resources, providing for training, documentation, and instructional media to ensure smooth deployment and continuous service improvement.
- Performing trend analysis and developing action plans for improving service timelines and reducing costs.
- Researching and staying current on trends in service center operations and leveraging best practices to drive continual service improvement.
- Performing duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or other appropriate degree and four years' experience or a high school diploma or equivalent and eight years of experience.
- A combination of appropriate post high school education and experience equal to eight years.
Nice-to-haves
- Previous supervisory experience.
- Strong customer service skills.
