Manages the Staff and Student IT Service Desks to facilitate resolution of technical issues.
Coordinates training and documentation needs of the IT Service Desk staff for effective and consistent troubleshooting, diagnosis, and resolution of software problems in a variety of computing environments.
Coordinates coverage scheduling and serves as the primary administrator for the IT service ticketing system.
Works with other IT areas to communicate, identify, and resolve issues.
Creates and manages escalation procedures to ensure service level agreements are met.
Bachelor’s Degree in the field of Information Technology or equivalent with 3-5 years of work experience in the field, and at least one year as a supervisor or manager.
A minimum of one (1) year experience managing a service desk is strongly preferred
Strong technical background related to endpoints and applications in a Windows environment
Strong analytical and problem solving skills to help guide the team in complex situations
Strong team oriented focus for building highly effective teams
Excellent communication, interpersonal, and time management skills
Ability to manage, plan and effectively prioritize tasks • Child Abuse Clearance; Pennsylvania State Police Criminal Record Check and Federal Bureau of Investigation (FBI) Clearance required