Job Title

Job Family

Job Code

Job Exempt

Service Desk Manager

Non_Bargaining

SDM01

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

NB115

Salary

$39.62

$50.52

$61.42

Job Description

Performs supervisory and technical work related to providing oversight of all Service Desk, Desktop Support, and End User Device staff and ensuring that end users receive the appropriate assistance. Responsible for managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of team functions. Responsible for planning, designing, and analyzing the organization’s service desk, desktop, and End User Device teams to support functions according to best practices while ensuring high customer service quality and availability. Develops, implements, and oversees policies and procedures to ensure consistent service levels and quick resolutions. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary. Work is performed under the general supervision of the Deputy Chief Information Officer. Performance is reviewed through conferences, written reports, and the achievement of goals and objectives.

Minimum Qualifications:

Bachelor's Degree in Information Systems, Programming, Computer Science, or related field and four (4) or more years of service desk experience, including at least two (2) years in a management or supervisory capacity; or an equivalent combination of education, training, and experience. Certifications in server administration, programming, desktop support, service desk, network, or related technology field desired. ITIL Certifications preferred.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Oversees the development, testing, and implementation of End User Device software packages.

Ensures software license counts and availability meets current and future demands.

Develops and manage Service Level Agreements (SLAs) to establish problem-resolution expectations and timeframes.

Develops policies and procedures that outline how problems are identified, documented, assigned, and

Acts as Asset Custodian.

Analyzes the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.

Prepares budget proposals and operational expenditure statements.

Liaises with vendors for the procurement of new systems technologies; oversee the installation and resolve adaptation issues.

Ensures appropriate training initiatives for new and existing staff.

Manages the processing of incoming calls to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.

Develops and enforces request handling and escalation policies and procedures.

Tracks and analyzes trends in Service Desk requests and generate statistical reports.

Oversees the development and communication of knowledge base, help sheets, usage guides and FAQs for end users.

Oversees the development, implementation, and administration of staff training procedures and policies.

Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Attends Change Advisor Board (CAB) meetings.

Monitors incident trends and anticipate potential problems for proactive resolution.

Performs other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

Extensive knowledge of computer hardware, including personal computing devices, printers, and end-user devices.

Knowledge of the advanced principles of ITIL.

Skilled in the operation of a range of diagnostic utilities, including Windows and personal computer diagnostic tools.

Skilled in the manipulation of desktop and server operating systems.

Ability to provide application support within a large enterprise environment.

Ability to develop and provide SLAs and Service Desk deliverables.

Ability to manage a technical support team.

Ability to analyze information, project needs and coordinate staff resources to meet the requirements of project timelines, service level agreements, and problem solutions.

Ability to coordinate and assist in training personnel in service desk, desktop, and End User Device support practices and procedures.

Ability to establish and maintain effective working relationships with others.

Ability to plan, coordinate and supervise the work of assigned staff.

Ability to gather and analyze information related to trends and issues in client support.

Ability to prepare and present information in an organized fashion to clients and management.