Wednesday, November 3, 2010

Job Listing - Manager Help Desk Services

Manager Help Desk Services
Position Summary
The Manager of Help Desk Services will serve as the lead help desk supervisor with the ITS Customer Service Operations group responsible for all help desk employees both professional and work-study students. The position will also manage the classroom support staff and work-study students that are part of the classroom/lab technical support team.

Principal Duties and Responsibilities
Support technology issue resolution campus-wide by overseeing and answering the ITS Helpline, the evening switchboard
Supervise the entering of calls in tracking software for resolution
Solving reported technical issues by providing guidance, instruction, and technical resolution
Set up policies to provide consistent high quality services to the JCU Community
Support classrooms and labs by providing supervision and direction to other ITS staff
Provide emergency assistance as needed to support ongoing classes
Manage a group of work-study students responsible to provide first level troubleshooting for labs and classrooms
Hire, train and supervise staff of 50+ students to perform a variety of Help Desk technology related functions
Provide accountability procedures and data to ITS management in order to assure high-quality customer
Analyze Help Desk trouble tickets for trends in call patterns

Bachelor's Degree
Understanding of PC hardware and software and troubleshooting
Ability to operate standard computing equipment as well as Scranton testing equipment

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