Service Desk Manager

Job Details

Job Title:    Service Desk Manager 

Reports to:  Assistant Vice President of Information Technology Services

Nature of Duties: 

The Service Desk Manager provides leadership in current best practices in higher education, focused training on the resources, and strategic assistance necessary for employees and students to utilize technology in the most effective manner. The position offers guidance to administration, faculty, and staff as they seek to successfully integrate technology into teaching and learning or improve administrative processes.

The Service Desk Manager is responsible to oversee and manage the selection, purchase, deployment, and support of all end-user computing and media technology used in both offices and learning spaces. This is accomplished through the management of a team of IT Services staff and student workers, ensuring they have the skills and training required to support campus technologies. The Service Desk Manager also serves as tier-three and tier-four support for various systems, processes, and campus events supported by IT Services.

 

Responsibilities:

• Oversee all technical support activities for core systems, including Microsoft Office, operating systems, other software, email, hardware, and accessing the campus network. 
• Manage the Service Desk staff who work directly with faculty, staff, and students to resolve hardware, software, and network registration issues.
• Supervise student-employees who work one-on-one with students, staff, and faculty to document and/or resolve computer and various technology issues.

• Oversee the development and implementation of appropriate operational practices, procedures, and policies for the Service Desk.

• Manage Service Desk systems, including the ticketing system, print management system, student labor management system, and computer management systems.
• Communicate technology problems or service disruptions (planned and unplanned) to the campus or affected groups (faculty, staff, or students), providing updates as progress is made toward resolution.
• Manage the technology life-cycle for all computers and audio/visual equipment.
• Assist in developing hardware specs for desktop and laptop computers purchased for employees and computer labs.
• The assignment & deployment of computers and computing technology to employees.

• Manage and maintain a current University inventory of all equipment purchased by or maintained by the I.T.S. Department. This includes keeping service records up to date.
• Serve as the liaison for Administration and Faculty for audio/visual technology, including event support.
• Oversee audio/visual/media support for University Chapel services and special on-campus events.
• Oversee the media reproduction, archival, and distribution of campus event recordings, including chapel, commencement, music department, and special events.
• Oversee the development and implementation of technology in campus learning spaces.
• Oversee the campus-wide room scheduling system.

• Oversee the campus-wide ID card system (Transact). This includes managing the installation and programming of door controllers and card readers for dining, training IT Services staff on ID card production and operations, as well as performing system administration, including coordinating updates with the vendor.

• Oversee the campus-wide Digital Signage System.

• Provide strategic leadership and vision through the selection, implementation, and support of instructional & multimedia technology in the academic spaces.
• Provide functional planning, design, and scheduling changes to instructional technology in learning spaces.

• Oversee general technology training for faculty, staff & students.
• Serve as a member of the Information Technology Services Management Team, Representing the needs of the Service Desk Team in I.T. Services Management Team meetings.
• Work with other I.T.S. Managers to resolve and coordinate solutions for problems that span multiple IT teams’ responsibilities.
• Assist the AVP of IT Services and other I.T.S. Managers in establishing departmental and institutional technology processes, practices, and policies.
• Serve on faculty and other University committees as assigned by the AVP of IT Services
• Perform special projects as assigned by the AVP of IT Services

• Accept other duties as assigned.

 

Qualifications:  Bachelor’s degree in Information Technology or related field is required, Master’s degree preferred.  Experience with classroom and instructional technology, multimedia equipment, and supervision of others is required.  Experience using and supporting both Windows and Macintosh operating systems.  3-5 years of progressively responsible and directly related experience required.  A committed and dynamic Christian faith is vital along with the ability to support the University’s theological position, lifestyle standards and mission.

 

Application Process:

Interested parties may forward their completed Asbury University Application, signed Application Insert and required essay (located at the bottom of the application insert), and resume to the Human Resources Office via email at human.resources@asbury.edu or by mail at:

Human Resources

Asbury University

1 Macklem Drive

Wilmore, KY 40390

 

CLICK HERE TO APPLY

Department:  Professional/Administrative Staff
Job Type:  Staff
Status:  Exempt
Deadline:  Until Filled