Service Desk Manager
Inside Higher Ed, Dalton, GA, United States
Job Summary
This position oversees the timely delivery of high‑quality, first‑level technical support service to end users and provides administrative support to the department, ensuring smooth operation of departmental functions.
Responsibilities
First-Level Technical Support (40%)
Logs, diagnoses, and resolves initial Service Desk requests from multiple sources including phone calls, emails, web chats, etc.
Assigns escalated service requests to proper personnel.
Provides access to checkout equipment for end users.
Manages Service Desk and Service Desk System (25%)
Maintains records related to department assets.
Develops and maintains end‑user self‑service training documentation and media.
Works with OCIS personnel to develop and maintain logic flows for Service Desk request resolution.
Monitors incident response time metrics to ensure that Service Level Agreements are being met.
Supervises Student Workers (15%)
Recruits, trains, assigns, directs, and supervises the work of student workers.
Creates and balances the work schedule to ensure proper coverage of the Service Desk.
Administrative Support (20%)
Enters purchase requisitions on behalf of the department.
Drafts, proofreads, and distributes internal and external communications.
Maintains physical and digital document filing systems.
Assists with new student orientation.
Makes suggestions concerning revisions to department policies and procedures.
Required Qualifications
Educational Requirements
Associate degree.
Required Experience
More than one year of related experience.
Abilities, Knowledge, and Skills
Ability to manage multiple tasks, prioritize effectively, and maintain accurate records.
Ability to handle sensitive information with professionalism and integrity.
Knowledge of current information technology trends and solutions.
Knowledge of customer service principles and practices.
Knowledge of computer hardware, software, peripheral devices, and computer networking.
Skill in the provision of quality customer service, personnel management, problem analysis, solution implementation, preparation of clear administrative reports, and oral and written communication.
Benefits
Healthcare options.
Retirement option: Teachers Retirement Systems (TRS).
Tuition assistance.
$100 well‑being rewards.
13 paid holidays.
Paid vacation and sick leave.
Paid parental leave.
Winter break (December holidays).
USG Benefits.
Equal Employment Opportunity
Equal opportunity and decisions based on merit are fundamental values of Dalton State College. Dalton State College follows the Board of Regents policy prohibiting discrimination on the basis of age, color, disability, genetic information, national origin, race, religion, sex, or veteran status. Individuals requiring disability‑related accommodations may contact the Office of Human Resources.
Background Check
Position of trust.
#J-18808-Ljbffr
This position oversees the timely delivery of high‑quality, first‑level technical support service to end users and provides administrative support to the department, ensuring smooth operation of departmental functions.
Responsibilities
First-Level Technical Support (40%)
Logs, diagnoses, and resolves initial Service Desk requests from multiple sources including phone calls, emails, web chats, etc.
Assigns escalated service requests to proper personnel.
Provides access to checkout equipment for end users.
Manages Service Desk and Service Desk System (25%)
Maintains records related to department assets.
Develops and maintains end‑user self‑service training documentation and media.
Works with OCIS personnel to develop and maintain logic flows for Service Desk request resolution.
Monitors incident response time metrics to ensure that Service Level Agreements are being met.
Supervises Student Workers (15%)
Recruits, trains, assigns, directs, and supervises the work of student workers.
Creates and balances the work schedule to ensure proper coverage of the Service Desk.
Administrative Support (20%)
Enters purchase requisitions on behalf of the department.
Drafts, proofreads, and distributes internal and external communications.
Maintains physical and digital document filing systems.
Assists with new student orientation.
Makes suggestions concerning revisions to department policies and procedures.
Required Qualifications
Educational Requirements
Associate degree.
Required Experience
More than one year of related experience.
Abilities, Knowledge, and Skills
Ability to manage multiple tasks, prioritize effectively, and maintain accurate records.
Ability to handle sensitive information with professionalism and integrity.
Knowledge of current information technology trends and solutions.
Knowledge of customer service principles and practices.
Knowledge of computer hardware, software, peripheral devices, and computer networking.
Skill in the provision of quality customer service, personnel management, problem analysis, solution implementation, preparation of clear administrative reports, and oral and written communication.
Benefits
Healthcare options.
Retirement option: Teachers Retirement Systems (TRS).
Tuition assistance.
$100 well‑being rewards.
13 paid holidays.
Paid vacation and sick leave.
Paid parental leave.
Winter break (December holidays).
USG Benefits.
Equal Employment Opportunity
Equal opportunity and decisions based on merit are fundamental values of Dalton State College. Dalton State College follows the Board of Regents policy prohibiting discrimination on the basis of age, color, disability, genetic information, national origin, race, religion, sex, or veteran status. Individuals requiring disability‑related accommodations may contact the Office of Human Resources.
Background Check
Position of trust.
#J-18808-Ljbffr