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Service Desk Supervisor - Information Technologist I/S

Company: Michigan State University
Location: East Lansing
Posted on: October 1, 2019

Job Description:

Service Desk Supervisor - Information Technologist I/S Job no: 607747 Work type: Support Staff Pay Grade: 12 Major Administrative Unit / College: Information Technology Services Department: It Services Client Services 40000843 Salary: Salary Commensurate with Experience Location: East Lansing Categories: Full Time (90-100%), Professional Supervisory- APSA, Information Technology, Union Working/Functional Title Service Desk Supervisor Position Summary The IT Service Desk Supervisor will be responsible for the effective and efficient operations of the designated shift. The duties inherent in that responsibility include providing direct customer support; management and technical escalation for Service Desk staff; completing collaborative project work as assigned; performing quality assurance on handled tickets and recorded calls; facilitating one-on-one meetings with Service Desk staff in alignment with MSU's Performance Excellence program and with an eye toward coaching and professional development; maintaining appropriate daily staffing levels with judicious PTO approval and thoughtful shift coverage; ensuring analysts are active and efficient in the contact queue in accordance with metrics and service thresholds set by the Service Desk Manager. In addition to these independent duties, the IT Service Desk Supervisor will work closely with and assist the IT Service Desk Manager in authoring and maintaining internal policy and procedure documentation; facilitating and arranging coverage for staff meetings; screening, interviewing, and onboarding new candidate analysts; completing and improving daily, weekly, monthly, and annual metrics and reporting; strategic planning for the future of the IT Service Desk. All IT Service Desk personnel, regardless of level or title, are also expected to complete periodic in-service training to broaden their skill-sets and further the strategic vision for Customer Service Centers throughout MSU IT. Position includes 24/7 on-call rotation, including working one weekend per month. MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU's mission of providing education, conducting research, and advancing engagement. Unit Specific Education/Experience/Skills Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in computer science, information systems, business or related information technology field, with coursework in an information technology specialization related to the area of employment; one to three years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; experience with ITSM software for workflow and reporting; recent and relevant experience with supervision and coaching in a service desk leadership role; or an equivalent combination of education and experience. Desired Qualifications ITIL v3/v4 Foundations certification; HDI Support Center Team Lead or Support Center Manager certification; experience with ITSM software for workflow and reporting (CA Service Management preferred); demonstrated ability to lead diverse teams to operational success in a service desk function; strong customer advocacy; ability to coach analysts to achieve a high level of goal-oriented performance; ability to independently manage tasks, projects, and deadlines; strong communication skills; a bachelor's degree; 3-5 years of senior/leadership experience in a technical service desk environment. Required Application Materials Resume, cover letter Special Instructions Please provide certifications if applicable. Work Hours STANDARD 8-5 Bidding eligibility ends on 9/17/2019 at 11:55 PM Advertised: Sep 11, 2019 Eastern Daylight Time Applications close: Oct 1, 2019 Eastern Daylight Time

Keywords: Michigan State University, East Lansing , Service Desk Supervisor - Information Technologist I/S, Other , East Lansing, Michigan

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