Service Desk Operations Lead - Information Technology Spec 2

Metropolitan State University • Saint Paul, MN

1d • Hybrid

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. The department is committed to inclusive excellence and preparing all students and employees for success, emphasizing effective communication and collaboration within a diverse community. This position provides lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations. It also involves administering and managing the IT Service Portal, which includes 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. Responsibilities include providing technical support to students, faculty, and staff, collaborating with other Information Technology staff to analyze and troubleshoot reported issues, operating the continuous improvement process (reviewing tickets, creating reports, monitoring metrics), and participating in creating documentation and training materials.

Requirements

• Three (3) years of experience providing technical support in an enterprise environment (an Associate’s degree can substitute for 6 months of experience; a Bachelor’s degree can substitute for 1 year of experience).
• Experience 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

• Provide lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations.
• Administer and manage the IT Service Portal, encompassing Ticket Management, Asset Management, Project Management, and Change Management.
• Provide lead work direction and training to Service Desk staff.
• Support the supervision of Service Desk student employees.
• Provide technical support to students, faculty, and staff.
• Work closely with other Information Technology staff to analyze and troubleshoot reported issues.
• Operate the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics.
• Participate in creating documentation and training materials for students, faculty, and staff.
• Lead IT Service Operations.
• Perform Technical Support.
• Perform Service Desk Administration.
• Handle Communications and Training.

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
• Tuition waiver program for employees and their dependents

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees