IT Service Desk Lead

Posting Details

Job Specification Information

Job Posting Number
: S354NE

Position Title
: IT Service Desk Lead

Class Title
:
Staff

Regular or Contingent II
:
Contingent II (more than 6 mos)

FLSA
:
Non-Exempt

Grade/Range
: $50,000 - $60,000

Open Date
: 02/01/2024

Open Until Filled
:
Yes

• Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
• Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.
• Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
• Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.
• Provide support to the service desk team and customers.
• Support operations using ITIL best practices.
• Participate in team meetings.
• Create support documentation, contribute to knowledge base articles, and support continual process improvement.
• Act as the service desk team’s first line of support for technical and process issues out of scope for Tier I agents.
• Trains and educates the technical support staff on products and processes.
• Promote and maintain positive customer relations.
• Review and assess team and individual performance and provide recommendations and feedback for improvement.
• Provides onboarding support for new hires and routine team training.
• Reports possible outages to management.
• Provide feedback to streamline Standard Operation procedures.
• Support in-office walk-ups and remote assistance while providing quality customer service.
• Other duties as assigned.

These are the job duties for required of the position

• High School Diploma or GED required.
• Associate’s degree in an IT-related field preferred.
• A+, HDI, ITIL certifications preferred.

At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.

• Committed to continual improvement processes and capturing lessons learned.
• Ability to foster a culture that values transparency and accountability.
• Excellent communicator and can motivate and inspire team members.
• Computer literacy in various applications, including Office
  365, Teams, Zoom, Blackboard, etc.
• Ability to identify, troubleshoot, and resolve hardware and software problems.
• Ability to adapt and prioritize work independently in a dynamic environment.
• Must be able to instruct, direct, guide, and share information with technical and non-technical personnel.
• Should be able to identify symptoms for process improvement.
• Ability to work independently with minimal guidance and supervision.

This position is Title III grant-funded. Employment is subject to available funding.

Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.

Non-Union Position.

Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care, and Kaiser plans, dental, prescription, life insurance, and training and development.