Service Desk Operations Lead - Information Technology Spec 2
Saint Paul College
St. Paul, US
$28.18 - $45.82 hourly ph
Service desk operations
It service portal administration
Ticket management
This position is responsible for providing lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations, as well as administering and managing the IT Service Portal
Job Summary
This position is responsible for providing lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations, as well as administering and managing the IT Service Portal.
The incumbent provides lead work direction and training to Service Desk staff and supports the supervision of Service Desk student employees.
The incumbent operates the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics.
Matching Summary
This position is responsible for providing lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations, as well as administering and managing the IT Service Portal.
Salary
$28.18 - $45.82 hourly
Skills & Requirements
Must-have
Service Desk operations
IT Service Portal administration
Ticket Management
Asset Management
Project Management
Change Management
Technical support to students, faculty, and staff
Nice-to-have
Inclusive excellence
Effective communication
Collaboration within a diverse community
Continuous improvement process
Key Requirements
Three (3) years of experience providing technical support
Associate’s degree can substitute for 6 months of experience
Bachelor’s degree can substitute for 1 year of experience
Experience using a service desk ticketing tool
Experience supporting issues across a broad set of applications and operating systems
Experience with Active Directory and Office 365
Experience with developing and documenting technical processes and procedures
Working experience with networking, wireless, and VPN services
Working experience as a member of cross-functional teams
Work Rights
Authorized to work for any employer in the United States