Help Desk Manager Information Technology Services
Marquette University, Milwaukee
The Help Desk Manager provides quality Tier I and II information technology support for faculty, staff and students by diagnosing, troubleshooting and resolving technology related issues in a cross platform environment. The Help Desk Manager oversees the day-to-day operations of the Help Desk and is responsible for customer satisfaction by ensuring all calls are handled promptly, courteously, accurately and are satisfactorily assigned to the appropriate Tier II or III level IT Services group as necessary. The Help Desk Manager is responsible for training and directing all Help Desk employees and provides input to the Director of Support Services to plan the department’s goals and objectives. Reports on the Help Desk performance and activity through meeting summaries, monthly reports, and various other reports. This position at times may include evenings and weekend hours.
Candidates should have a Bachelor’s degree in a related field. Two to four years experience in a Help Desk or Call Center environment at a management/supervisory level within an information technology support area, preferably within higher education. Must be able to work independently, be well organized and self-motivated with strong listening and effective interpersonal and communication (both written and oral) with a customer service focus in order to interact competently with subordinates, peers, functional managers, and vendors. Strong working knowledge of technology systems, personal computers, Help Desk operations, common desktop applications (i.e., MS Office), change management systems, work flow and best practices is required for this position. Experience with ACD and Help Desk incident tracking systems and report analysis and calculations is required, Remedy and Crystal Reports will be a benefit. Ability to keep current with significant technology changes so improvements of service can occur. Microsoft Office/Desktop Specialist, A+, HDI, ITIL, customer service certification and project management experience will be of benefit. Strong service orientation in the Jesuit tradition of Cura Personalis essential.
INTERESTED INDIVIDUALS PLEASE SEND A LETTER OF INTEREST AND RESUME, ELECTRONICALLY, TO:
Lynn Gunn , IT Services
Marquette University
Reply to: resume@marquette.edu
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