Job Details

Manager, Help Desk and Training
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Position Number: 5078100
Location: Salt Lake City, UT
Position Type: Computer and Information Technology

Manager, Help Desk and Training

Salt Lake Community College

Position Title: Manager, Help Desk and Training

Open Internally or Externally: External

If faculty, tenure track status:

Reports to (title): Director of IT Service, Support and Communication

Department: Information Technology

Requisition Number: 24232

Position Type: Replacement

Job Category: Staff

FT/PT: Full-time

Initial Work Location:

Starting Salary: $86,685.00

Job Open Date: 03/04/2024

Job Close Date:

Open Until Filled: Yes

Priority Review Date: 03/22/2024

Job Summary: This position is responsible for the overall operation, administration, supervision, coordination and evaluation of the Technical Support Help Desk and the OIT Training groups. The primary focus is to assure appropriate technical support for computer and telephony technologies to a variety of clients (students, faculty, and staff) in a multi-campus higher education environment through centralized Technical Support Services. Provides regular KPI reports for statistical analysis and process improvement. Analyze and respond to feedback to enhance continual growth of the Department. Researches, develops and implements methodologies for enhancing client service levels, support and operational productivity. Responsible to maintain and administer the Departments work request and tracking application used to respond to client questions and/or issues. Monitors and tracks training classes provided by the OIT Trainers, providing insight as to the OIT training needs and development of training classes for Salt Lake Community College (SLCC).

Essential Responsibilities and Duties:

Supervise assigned staff by providing orientation, guidance, assistance and developmental training as required.
Manage screening, interviewing and hiring employees.
Evaluate employee performance.
Oversee staffing and scheduling.
Resolve interdepartmental workflow and support escalation issues.
Provide metrics using monitoring tools through RingCentral A1 to run daily KPI reports and statistics.
Run other reports to assist in assuring service level compliance.
Compile statistics on technical support call center and customer satisfaction, via surveys and feedback, on a regular basis.
Identify client training needs based on statistical reports provided by ticket tracking system, and end user feedback.
Maintain and monitor knowledge bases, ticketing though ServiceNow, and administration of ticketing system.
Communicate with all OIT Departments to identify and prepare Technical Support Technicians for upcoming changes or updates.
Help communicate SLCC OIT Outage Notifications and system updates.
Enhance professional growth and development through participation in continuing education courses, professional organizations, seminars and workshops.
Read current literature and maintain professional contacts in the community.
Other duties as assigned.

NA

Essential Responsibilities and Duties Continued:

Minimum Qualifications:

Bachelor of Science degree in an Information Technology related field.
Four (4) years paid experience in a Technical Support environment.

Preferred Qualifications: Network and systems support knowledge.ITIL and ITSM knowledge.Experience with ServiceNow.Experience with remote access tools.Experience in a Higher Education environment.IT training certifications.

Knowledge, Skills & Abilities: Strong organizational and planning skills. Strong delegating skills. Demonstrated customer service skills. Excellent communication skills (verbal, written, listening). Experience with Microsoft Office 365. Experience with generating KPIs and reports. ServiceNow Administration Experience. Ability to build and maintain client relationships. Ability to meet deadlines for reports and projects. Ability to trouble shoot and solve problems related to technology and staff. Ability to coordinate and communicate effectively with clients with all levels of experience. Maintain a positive focus and aptitude to alleviate elevated client concerns through effective dialogue. Ability to effectively train end users and technicians. Ability to write and/or revise client training manuals and procedures. Ability to write and/or revise Knowledge Base Articles. Must be a team-oriented person. Ability to communicate effectively with a broad range of diverse people, ability, culture, and ethnic background, to maintain good working relationships across the College. Ability to work with all groups in a diverse academic, socioeconomic, cultural, and ethnic background of community college students, faculty, and staff, including those with disabilities.

Non-Essential Responsibilities and Duties: NA

Special Instructions:

Full consideration will be given to applicants who apply on or before the priority review date indicated above.

More information about Salt Lake Community College benefits: https://i.slcc.edu/culture/benefits/index.aspx

SLCC Highlights: Salt Lake Community College is Utahs largest open-access college with the most diverse student body in the state. We proudly educate 45,000+ students pursuing degrees in 100+ programs across 8 areas of study, and Utahs fastest growing industries and four-year baccalaureate programs consistently welcome SLCC graduates. Every SLCC employee has a hand in transforming students lives to strengthen its surrounding communities. SLCC employees work at 11 locations across the valley and capital city of Salt Lake with easy access to the beautiful Wasatch Mountains, world-class outdoor recreation, sporting events, museums, history, and arts and entertainment.Salt Lake Community College seeks and values contributions from each community member and welcomes new and diverse perspectives. A respectful work environment is its top priority; academic excellence and lasting transformation come about when diverse voices can speak and collaborate freely. As an emerging Hispanic Serving Institution, SLCC leads the state with the highest enrollment of students from the Latinx/a/o community. SLCC is committed to serving diverse students and being a model for inclusive and transformative education.

FLSA: Exempt

SLCC Information: Salt Lake Community College (SLCC) is fully committed to policies of equal employment and nondiscrimination. The College does not discriminate on the basis of race, color, national origin, age, sex, sexual orientation, gender identity, genetic information, disability, religion, protected veteran status, expression of political or personal beliefs outside of the workplace, or any other status protected under applicable federal, state, or local law.SLCC is a participating employer with Utah Retirement Systems ("URS"). In addition to URS, SLCC offers several other retirement account options.This position may require the successful completion of a criminal background check.

To apply, please visit: https://jobs.slcc.edu/postings/58273