Job Description

About the Job
Manage the Service Desk and Request/Incident Management Process (75%)

Manage Incident Handling and Request fulfillment processes from point of contact to resolution.
Act as the primary point of escalation for service complaints and suggestions.
Develop and maintain Service Desk documentation, including resources for responding to user queries including knowledge-based articles, documentation, or guides.
Research and implement solutions for Tier 1 and 2 -level incidents and requests.
Lead weekly Service Desk Staff meetings and attend CSE-IT managerial meetings.
Supervising, recruiting, training, and evaluating Service Desk staff members.
Manage CSE-IT fleet operations and loaner pool
Service Management and Project Management (15%)

Consult with CSE faculty, staff, and students via the CSE-IT Service Desk, to understand and assess needs.
Collaborate with appropriate service owners, technology support organizations, and vendors to identify solutions to client needs.
Identify, prioritize, and implement Request and Incident improvement opportunities.
Work with the CSE-IT Service Management to develop Service Desk processes for new and existing technical solutions.
Manage Service Desk projects.
Collaboration & Professional Development (10%)

Participate in related CSE and University professional groups and/or Communities of Practice to ensure the needs and interests of the College are represented.
Contribute to, understand, and carry out the IT@UMN vision and strategy.
Qualifications
Required Qualifications

A BA/BS degree plus at least two years of experience or a combination of related education and work experience to equal at least six years.
Experience working at an IT Service Desk.
Experience in creating end-user knowledge articles and support documentation, including the documentation of business processes and technical requirements.
Demonstrated experience managing both technical problems and interpersonal customer service issues in a demanding work environment.
Preferred Qualifications

Experience in using Teamdynamix
Experience working in Higher Education
Experience communicating with and serving the technical needs of high-profile users like deans, department chairs, distinguished faculty, and/or business executives.
Experience supporting Linux
Experience with University of Minnesota OIT technical support processes.
Experience with communication, presentation, and training on system processes, enhancements, and technology solutions.
ITIL 4 Foundations Certification
About the Department
CSE-IT is a diverse, multi-disciplinary group of professionals who facilitate effective teaching, research, and outreach by providing versatile and expert technology solutions to current and future scientists and engineers. We find the best possible solution for our customers, using the full range of expertise and resources available. We continuously improve by always striving to find better ways to provide solutions that meet the needs of our customers and our organization. We create community by knowing our customers and understanding their needs, by working cooperatively with our College and University partners, and by coming together as IT professionals who are encouraged to respect each other, speak our minds in an open atmosphere, and share our ideas to solve problems.