Service Desk Operations Lead - Information Technology Spec 2
Saint Paul College
St. Paul, US
$28.18 - $45.82 hourly ph
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It service portal administration
Ticket management
Asset management
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Saint Paul College is seeking a Service Desk Operations Lead to oversee the daily operations of its Service Desk, focusing on customer support, ticket resolution, and managing IT service operations. The ideal candidate will possess extensive technical support experience and strong leadership skills, contributing to an inclusive and collaborative environment.
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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.
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
Match Score: 75
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Saint Paul College is seeking a Service Desk Operations Lead to oversee the daily operations of its Service Desk, focusing on customer support, ticket resolution, and managing IT service operations. The ideal candidate will possess extensive technical support experience and strong leadership skills, contributing to an inclusive and collaborative environment.
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Salary
$28.18 - $45.82 hourly
Skills & Requirements
Must-have
IT Service Portal administration
Ticket management
Asset management
Project management
Change management
Technical support for students, faculty, and staff
Continuous improvement process
Documentation and training material creation
Nice-to-have
Inclusive excellence
Effective communication and collaboration
Diverse community engagement
Key Requirements
3 years of technical support experience
Experience with ticketing tools (ServiceNow, Remedy, TeamDynamix)
Experience supporting broad applications and OS
Experience with Active Directory and Office 365
Experience developing and documenting technical processes
Experience with networking, wireless, and VPN services