1 IT Service Desk Manager Job in North, MD
SORT BY
C
IT Service Desk Manager
$103k-131k (estimate)
Full Time | Elementary & Secondary Education
3 Weeks Ago
Cecil College is Hiring an IT Service Desk Manager Near North, MD
About UsFounded in 1968 to meet the post-secondary and continuing education needs of Cecil County residents, Cecil College has been serving the community and shaping its future for more than 50 years. The College is governed by a Board of Trustees appointed by the governor. The College’s fifth president, Dr. Mary Way Bolt, reports directly to the Board of Trustees.
Cecil College is centrally located in Maryland’s most northeastern county, just one half mile from Interstate 95. It is easily accessible from Philadelphia and Baltimore, as well as from Wilmington, Delaware.
With a diverse student population, Cecil College enrolls approximately 2,500 credit students and 3,400 non-credit students. Cecil offers associate degrees, certificate programs and non-credit classes. Cecil offers a variety of associate degree and certificate programs.
Through its open admissions policy, Cecil College provides learning opportunities for all who have the desire and ability to benefit from its courses and programs, regardless of age, gender, ethnic origin, sexual orientation, disability, or socioeconomic status.
Employees of Cecil College, including instructors for online and virtual courses, must be residents of Maryland or the contiguous states of Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia.
Applicants must be currently authorized to work in the US, as the College does not offer Visa sponsorships.
Job SummaryThe IT Service Desk Manager is responsible for rapidly resolving technology issues that are reported through the college’s ticket system. The position requires a hands-on technical leader responsible for delivering exceptional service support experience for faculty, staff, students, and community stakeholders. The manager is expected to address immediate issues and consider the broader picture, aligning technical decisions with the College’s mission and goals. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding performance expectations.
Values and promotes the mission and vision of the college.
Essential Duties
Due to the critical need to fill this position as soon as possible, the search committee will be reviewing resumes and scheduling interviews with identified candidates as they are submitted.Based upon the budgeted hours of a position, contribution to the Maryland State Retirement Pension System may be required.
Cecil College is centrally located in Maryland’s most northeastern county, just one half mile from Interstate 95. It is easily accessible from Philadelphia and Baltimore, as well as from Wilmington, Delaware.
With a diverse student population, Cecil College enrolls approximately 2,500 credit students and 3,400 non-credit students. Cecil offers associate degrees, certificate programs and non-credit classes. Cecil offers a variety of associate degree and certificate programs.
Through its open admissions policy, Cecil College provides learning opportunities for all who have the desire and ability to benefit from its courses and programs, regardless of age, gender, ethnic origin, sexual orientation, disability, or socioeconomic status.
Employees of Cecil College, including instructors for online and virtual courses, must be residents of Maryland or the contiguous states of Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia.
Applicants must be currently authorized to work in the US, as the College does not offer Visa sponsorships.
Job SummaryThe IT Service Desk Manager is responsible for rapidly resolving technology issues that are reported through the college’s ticket system. The position requires a hands-on technical leader responsible for delivering exceptional service support experience for faculty, staff, students, and community stakeholders. The manager is expected to address immediate issues and consider the broader picture, aligning technical decisions with the College’s mission and goals. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding performance expectations.
Values and promotes the mission and vision of the college.
Essential Duties
- Provides frontline technical support and fosters positive end-user relationships.
- Promotes continuous improvement of support services and monitors performance metrics.
- Implements ITIL framework and best practices for effective IT service management.
- Assists in analyzing departmental technology needs and ensures timely project delivery within budget.
- Manages escalation and resolution of technical issues and defines team goals for performance accountability.
- Maintains day-to-day systems operations, infrastructure services, and technical documentation.
- Deploys security fixes rapidly and develops processes for departmental support.
- Collects feedback to resolve issues and maintains a technical support/knowledge base.
- Assists in procurement and analyzes emerging technology trends.
- Inspects equipment and software functionality, identifies upgrades, and reports to IT leadership.
- Supports various teams and leads integrated project efforts for organizational success.
- Supervises help desk staffing, manages employee shift schedules and locations, develops employees, and conducts regular performance evaluations.
- Attends training and courses to remain current on state-of-the-art technologies.
- Serves on College committees and/or external committees as directed by supervisor and/or Chief Information Officer.
- Performs other related duties as required.
- Associate degree from a regionally accredited college or university; Bachelors preferred.
- Two years of relevant technology experience
- Two years of management experience
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365
- Experience with computer security systems, password, and file protection protocols
- Basic networking knowledge to support desktop issues
- Experience with SQL server and basic systems administration
- Understanding of IT systems, networks, hardware, and software to troubleshoot technical issues efficiently.
- Familiarity with ITIL best practices for service management to ensure effective help desk operations.
- Knowledge of cybersecurity principles to maintain the security of systems and data.
- Understanding of various hardware and software configurations to provide support to end-users.
- Knowledge of customer service techniques to handle user inquiries and complaints effectively.
- Awareness of emerging technologies and trends in the IT industry to suggest improvements to help desk services.
- Ability to communicate technical information clearly to both technical and non-technical users.
- Capability to analyze complex issues and provide timely solutions to users.
- Skill in managing a team of help desk technicians, assigning tasks, and ensuring productivity.
- Ability to prioritize tasks and manage time effectively to meet service level agreements (SLAs).
- Skill in training and developing help desk staff to enhance their technical and customer service skills.
- Skill in documenting processes, procedures, and technical solutions for future reference.
- Ability to lead and motivate a team to achieve departmental goals and objectives.
- Capability to adapt to changing technologies and environments in the IT industry.
- Ability to make quick and effective decisions to resolve technical issues and manage resources.
- Ability to work under pressure and handle stressful situations calmly.
- Ability to prioritize customer needs and ensure a high level of customer satisfaction.
- Ability to analyze data and metrics to identify trends and areas for improvement in help desk services.
- Ability to work a varied schedule during critical periods including evenings Saturdays, and Sundays.
- Due to the need of interaction with students, employees and the college community this position requires in-person presence. This position is eligible for telework of one day per week.
- Ability to lift and move up to a maximum of 50 lbs. The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting.
Due to the critical need to fill this position as soon as possible, the search committee will be reviewing resumes and scheduling interviews with identified candidates as they are submitted.Based upon the budgeted hours of a position, contribution to the Maryland State Retirement Pension System may be required.
- We are committed to ensuring equal opportunity and non-discrimination in all hiring and employment practices. Cecil College will not discriminate against any individual by reason of race, color, national origin, ancestry, age, religion, disability, sex, sexual orientation, gender identity and expression, genetic status, genetic information, veteran status or any other status protected by federal, state or local law.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Elementary & Secondary Education
SALARY
$103k-131k (estimate)
POST DATE
05/25/2024
EXPIRATION DATE
11/27/2024
WEBSITE
cecil.edu
HEADQUARTERS
NORTH EAST, MD
SIZE
500 - 1,000
FOUNDED
1968
TYPE
Private
CEO
RICHARD WILSON
REVENUE
$10M - $50M
INDUSTRY
Elementary & Secondary Education
Related Companies
Show more
The job skills required for IT Service Desk Manager include Help Desk, Customer Service, Leadership, Technical Support, Networking, Communication Skills, etc. Having related job skills and expertise will give you an advantage when applying to be an IT Service Desk Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Service Desk Manager. Select any job title you are interested in and start to search job requirements.
Show more
Similar Jobs
Popular Articles
Top 10 Things to Avoid Putting on a Job Application
Read Article
How to Describe Your Education in a Resume
Read Article
How to Write a Memorable Cover Letter in 5 Ways
Read Article
4 Personal Finance Tips to Make During Job Transition
Read Article
4 Best Camera Setups for Interview
Read Article
Keeping a Job Search Journal: 9 Types of Journaling You Can Do
Read Article
