Summary: The IT Service Desk Manager is responsible for rapidly resolving technology issues that are reported through the college's ticket system. The position requires a hands-on technical leader responsible for delivering exceptional service support experience for faculty, staff, students, and community stakeholders. The manager is expected to address immediate issues and consider the broader picture, aligning technical decisions with the College's mission and goals. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding performance expectations.
Values and promotes the mission and vision of the college.
ESSENTIAL DUTIES: Provides frontline technical support and fosters positive end-user relationships. Promotes continuous improvement of support services and monitors performance metrics. Implements ITIL framework and best practices for effective IT service management. Assists in analyzing departmental technology needs and ensures timely project delivery within budget. Manages escalation and resolution of technical issues and defines team goals for performance accountability. Maintains day-to-day systems operations, infrastructure services, and technical documentation. Deploys security fixes rapidly and develops processes for departmental support. Collects feedback to resolve issues and maintains a technical support/knowledge base. Assists in procurement and analyzes emerging technology trends. Inspects equipment and software functionality, identifies upgrades, and reports to IT leadership. Supports various teams and leads integrated project efforts for organizational success. Supervises help desk staffing, manages employee shift schedules and locations, develops employees, and conducts regular performance evaluations. Attends training and courses to remain current on state-of-the-art technologies. Serves on College committees and/or external committees as directed by supervisor and/or Chief Information Officer. Performs other related duties as required. MINIMUM REQUIREMENTS TO PERFORM WORK : Associate degree from a regionally accredited college or university; Bachelors preferred. Two years of relevant technology experience Two years of management experience Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365 Experience with computer security systems, password, and file protection protocols Basic networking knowledge to support desktop issues Experience with SQL server and basic systems administration KNOWLEDGE, SKILLS, AND ABILITIES: Understanding of IT systems, networks, hardware, and software to troubleshoot technical issues efficiently. Familiarity with ITIL best practices for service management to ensure effective help desk operations. Knowledge of cybersecurity principles to maintain the security of systems and data. Understanding of various hardware and software configurations to provide support to end-users. Knowledge of customer service techniques to handle user inquiries and complaints effectively. Awareness of emerging technologies and trends in the IT industry to suggest improvements to help desk services. Ability to communicate technical information clearly to both technical and non-technical users. Capability to analyze complex issues and provide timely solutions to users. Skill in managing a team of help desk technicians, assigning tasks, and ensuring productivity. Ability to prioritize tasks and manage time effectively to meet service level agreements (SLAs). Skill in training and developing help desk staff to enhance their technical and customer service skills. Skill in documenting processes, procedures, and technical solutions for future reference. Ability to lead and motivate a team to achieve departmental goals and objectives. Capability to adapt to changing technologies and environments in the IT industry. Ability to make quick and effective decisions to resolve technical issues and manage resources. Ability to work under pressure and handle stressful situations calmly. Ability to prioritize customer needs and ensure a high level of customer satisfaction. Ability to analyze data and metrics to identify trends and areas for improvement in help desk services. SCHEDULING: Ability to work a varied schedule during critical periods including evenings Saturdays, and Sundays. Due to the need of interaction with students, employees and the college community this position requires in-person presence. This position is eligible for telework of one day per week. PYSICAL DEMANDS: Ability to lift and move up to a maximum of 50 lbs. The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting. WORK ENVIRONMENT: Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips
Due to the critical need to fill this position as soon as possible, the search committee will be reviewing resumes and scheduling interviews with identified candidates as they are submitted. Based upon the budgeted hours of a position, contribution to the Maryland State Retirement Pension System may be required. *We are committed to ensuring equal opportunity and non-discrimination in all hiring and employment practices. Cecil College will not discriminate against any individual by reason of race, color, national origin, ancestry, age, religion, disability, sex, sexual orientation, gender identity and expression, genetic status, genetic information, veteran status or any other status protected by federal, state or local law.
