Service Desk Operations Lead - Information Technology Spec 2
About The Position
The Saint Paul College Information Technology and Institutional Effectiveness department is dedicated to meeting the evolving educational, academic, and administrative technology needs of our community by fostering knowledge, skills, and values in a supportive environment. We are committed to inclusive excellence and preparing all students and employees for success. Effective communication and collaboration within a diverse community are essential for this role. This position is responsible for providing lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations, as well as administering and managing the IT Service Portal, which encompasses Ticket Management, Asset Management, Project Management, and Change Management. The incumbent provides lead work direction and training to Service Desk staff and supports the supervision of Service Desk student employees. The incumbent is responsible for providing technical support to students, faculty, and staff and works closely with other Information Technology staff to analyze and troubleshoot reported issues. In addition, the incumbent operates the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics. The incumbent also participates in creating documentation and training materials for students, faculty, and staff.
Requirements
- Three (3) years of experience providing technical support (an Associate’s degree can substitute for 6 months of experience; a Bachelor’s degree can substitute for 1 year of experience) in an enterprise environment that includes a combination of the following:
- Responsible for providing technical support via the phone, in person, and via written responses
- Experience using a service desk ticketing tool like ServiceNow, Remedy, or TeamDynamix
- Experience supporting issues across a broad set of applications and operating systems
- Experience with Active Directory and Office 365.
- Experience with developing and documenting technical processes and procedures to support end users
- Working experience with networking, wireless, and VPN services
- Working experience as a member of cross-functional teams.
Nice To Haves
- Experience in IT Service Management tool administration
- Experience providing lead work direction
- Experience analyzing tickets or incidents to identify trends and problems, develop KPIs, SLAs, and other recommendations to improve customer service, service delivery, and technician training
- Working experience in providing Tier 2 and higher technical support
- Experience applying best practices in project management to improve the delivery of technical services
- Experience working in a higher education environment
- ITIL Foundations training and certifications.
Responsibilities
- IT Service Operations Lead
- Technical Support
- Service Desk Administration
- Communications and Training
- Other Duties
Benefits
- 11 paid Holidays
- Vacation Time
- Sick Time
- six weeks of Paid Parental Leave
- low cost medical and dental insurance with low deductibles ($250 - $1500)
- a Pension Plan
- 457(b) and 403(b) retirement plans and other retirement investment options
- pre-tax medical and dental expense (with roll-over option) and dependent care accounts
- employer paid life insurance
- short and long term disability
- professional development and a tuition waiver program for employees and their dependents
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
251-500 employees
