Service Desk Manager (CSS II), College of Engineering

University of Delaware

Newark, DE

ID: 7081217
Posted: July 15, 2021
Application Deadline: Open Until Filled

Job Description

CONTEXT OF THE JOB:

Under the general direction of the Director, College Computing Operations, the Service Desk Manager (CSS II), provides day-to-day management and supervision of the service desk staff, service desk operations and provides expert technical support of the computing and networking operation for the College of Engineering. The College of Engineering IT (COE-IT) operations encompasses equipment distributed across various buildings and geographic locations, providing a broad spectrum of essential and ancillary services, supporting a $100 million research enterprise composed of a diverse client community of over 3500 faculty, staff and students. The service desk resolves over 3600 tickets each year. The operation is critical to the success of all college missions, including research, academic, and administrative.

MAJOR RESPONSIBILITIES:

Manage the IT Service Desk operations for the College of Engineering.
Provide day-to-day management and supervision of the service desk staff.
Coordinates with UD IT’s Service Desk to ensure efficient transition of issues (both incoming and outgoing).
Collaborates with UD IT on shared services impacting service desk operations (ticketing system, remote support platform, etc.).
Promote and advise faculty, staff, students, and researchers on COE-IT services (AppsAnywhere, EFS, Active Backup for Business, etc.).
Provide regular feedback to COE-IT director and system administrators regarding suggestions for improving existing COE-IT services or the need for new services to meet College needs.
Interact with our exceptionally diverse community of clients.
Assure all issues our clients encounter at the desktop are resolved in a timely fashion to their satisfaction.
Provide expert technical support; serve as primary escalation for Computing Support Specialist I and IT Support Consultant staff.
Troubleshoot and repair complex computing hardware and software problems for both Apple OSX and Microsoft Windows platforms; install, maintain, and repair computers and computer-related equipment; evaluate equipment performance and recommend changes and upgrades.
Develop and maintain vendor relationships and solicit competitive pricing quotes on computing hardware.
Function as the department point-of-contact for eProcurement training and issue resolution.
Actively mentor and train all service desk staff.
Make continual improvements to service desk software (JIRA/TeamDynamix).
Reports to the director on Service Desk operations including reports on key metrics.
With limited direction, manage a variety of IT related projects that have impact to service delivery.
Assist with the maintenance of Windows OS images, including application maintenance in MDT (or current imaging platform).
Find new and innovative ways to streamline and create more efficient processes including researching new platforms or technologies for adoption.
Develop processes for automated desktop setup (wipe/reimage), scientific software installation (Appsanywhere or KACE), resolving data security concerns (PNPI scan, quarantine, virus/malware removal).
Analyze the nature, scope and complexity of user problems arising in areas of expertise and make recommendations for improvements.
Promote use of tools, such as KACE, Zoom, Teams and remote assistance tools (ConnectWise Control), to increase operational efficiency.
Configure client-software tools in areas of responsibility.
Sets up and support shared network printers/copiers/scanners.
Consult and provide expert technical support to the College of Engineering faculty, staff, and students regarding computer hardware, operating systems, application software, software utilities, mobile devices and other related peripherals.
Provide support of internal College tools including ConnectDaily, WebEvents.
Maintain level of technical skill and keep abreast of industry trends, emerging technologies, and issues.
Create and maintain documentation related to Service Desk operations policies, training, and standard operating procedures.
Establish and maintain appropriate working relationships with colleagues and clients and follow University and department policies and procedures governing IT efforts.
Perform other job-related duties as assigned.
QUALIFICATIONS:

Bachelor’s degree and five years of related experience, or equivalent combination of education and experience.
Effective interpersonal, communication, and customer-service skills.
Experience supporting multi-user Windows environment required.
Experience supporting research environments highly desirable.
Knowledge and familiarity with Windows, Mac OSX, and Linux operating systems.
Experience in a University computing environment is highly desirable.
Experience with automated software delivery platforms (KACE, SCCM, WEM).
Experience with scripting.
Experience with enterprise backup systems desirable.
Experience with managing and updating Service Desk software (Jira preferred).
Proficiency with system administration, system & network security, development tools, methodology, and system management.
Ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.
Ability to analyze and solve problems.
Ability to communicate effectively, both verbally and in writing.
Ability to prioritize, plan and organize work.
Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence



 

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