Manager Technology Service Desk - IT Solutions

Job Description

TITLE

Manager, Technology Service Desk

JOB SUMMARY

The Manager, Technology Service Desk is responsible for effectively managing the daily operations of IT service desk and support services including managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and providing a first contact resolution for technology issues reported to Service Desk. This position requires a hands-on technical leader with experience in multiple software's, and hardware's and excellent interpersonal, business management and customer service skills.

Additionally, the Manager, Technology Service Desk is responsible for identifying and pursuing service improvement initiatives in collaboration with IT Directors and Managers and customers.

As a member of the IT Solutions leadership team, the Manager, IT Service Desk will help lead the division in realizing its mission to "empower an agile, digital university and elevate technology as a strategic institutional asset". They are expected to work with the CIO, Deputy CIO and other divisional leaders to drive cultural and technological transformation within the IT Solutions and promote a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS.

ORGANIZATIONAL RELATIONSHIPS

Reports to : Director, Support Services

Supervises : Service Desk Analysts and Student Assistants

ESSENTIAL DUTIES - May include, but not limited to the following :

Management (35%)

• Manages the staff (on-site and remote) and operations of a technical support service desk including hiring, training, work assignments and performance evaluations. Ensures team members are trained and coached on effective methods to research, troubleshoot, document, track and resolve reported problems.
• Tracks daily, weekly and monthly metrics to better understand how our employees interact with IT Solutions with the goal of improving customer experience.
• Prepares area budget and evaluates costs and performance of existing and new initiatives.

Operations (35%)

Relationship Building (20%)

ADDITIONAL DUTIES

Participation & Support (10%)

EDUCATION

Bachelor's degree required. Additional job-related experience may substitute for the required education on a year-for-year basis. ITIL and HDI Support Center certification preferred.

EXPERIENCE

Five years of relevant experience in one or more of the following areas within an information technology environment : IT leadership, Service Desk, or tech support. Additional job-related education may substitute for the required experience on a year-for-year basis.

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.

Work is performed under minimal supervision and performance is based on the effective operation of the administrative function. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential :

Additional / Desirable Skills & Abilities

PHYSICAL DEMANDS

The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee may be required to travel.

WORK ENVIRONMENT

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment.

SAFETY

TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury / accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Texas Woman's University, an AA / EEO employer, provides equal opportunity to all employees and applicants for employment and prohibits discrimination on the basis of race, color, national origin, religion, gender, age, disability, veteran status, sexual orientation, or any other legally protected category, class or characteristic.

All offers of employment will be contingent on the candidate's ability to provide documents which establish proof of identity and eligibility to work in the United States. Positions at Texas Woman's University deemed security-sensitive require background checks and verification of all academic credentials.

If you are a male between the age of 18 and 25, federal law requires that you must be registered with the U.S. Selective Service System, unless you meet certain exemptions under Selective Service law. Under HB 558, enacted by the 76th Texas State Legislature, if you are currently of the age and gender requiring registration with Selective Service, but knowingly and willfully fail to do so, you are ineligible for employment with an agency in any branch of Texas state government. For additional information regarding registration or status, you can contact the Selective Service System at 847-688-6888 or www.sss.gov .

About Us

TWU is the nation's largest university system focused on women and a federally recognized Hispanic-Serving Institution. TWU is situated approximately 30 miles north of the Dallas-Fort Worth Metroplex and is home to approximately 16,433 graduate and undergraduate students across three campuses; Denton, Dallas, and Houston respectively. This diverse academic student community is guided by faculty committed to excellence in teaching, scholarship, and service. TWU is ranked among the nation's top ethnically diverse institutions according to U.S. News & World Report (2022).

Additional information about the University is available at