The Service Desk Team Leader oversees the Technical Service Desk to ensure the College's students, faculty and staff are receiving the appropriate technical assistance. The Service Desk Team Leader will be responsible for the successful development and implementation of a new IT Service Management solution including the development and implementation of IT Service Management processes such as incident, request and problem management.
The Service Desk Team Leader will be responsible for configuring and administering the college's IT Service Management (ITSM) solution. The Service Desk Team Leader will also be responsible for staffing capacity planning and human resource management of Service Desk staff.
Utilizes project management best practices to lead teams in implementing IT Service Management system(s) and service desk improvements.
Collaborates with stakeholders to define business and system requirements.
Provides oversight to ensure that changes follow established change management procedures.
Ensures planned testing activities are developed, documented, and executed.
Maintains knowledge related to ITIL and Service Desk best practices, trends and technologies.
Develops, implements and manages Service Desk processes and procedures including but not limited to:
- Incident handling and escalations,
- Service Level Agreements (SLAs) to establish incident resolution expectations and time frames,
- Service Request workflows and approvals,
- Knowledge base development and maintenance.
Mentors staff in configuring and administering IT Service Management (ITSM) system, performs hands-on support as needed.
Responsible for Service Desk staffing (capacity planning) ensuring resources are in alignment with business objectives.
Performs human resource management including job definition, goal and expectation setting, coaching, training, communications, leave processing and performance appraisals.
Fosters a collaborative, success-oriented environment where resources are empowered and accountable.
Leads staff in the development of professional development plans to ensure currency of skills and knowledge.
Oversees the day-to-day activities of the College's Technical Service Desk; oversees incoming requests to ensure courteous, timely and effective resolution of customer issues
Benchmarks, analyzes, reports on, and makes recommendations for the improvement of services.
Analyzes performance of Service Desk activities and documented resolutions; identify problem areas, and devise and deliver solutions to enhance quality of service to prevent future problems.
Tracks and analyzes trends in incidents and requests; generate statistical reports for management.
Monitors incident trends and anticipates potential issues for proactive resolution.
Bachelor's degree in the field of information systems, computer science, business administration or a related discipline.
Minimum of two years leading teams in large technical projects and/or experience directly leading and managing technical staff.
Proven track record of developing and providing Service Desk deliverables such as: Service Level Agreements (SLAs) to establish incident resolution expectations and timeframes, request approval procedures and customer satisfaction trend reports.
Minimum of two years experience utilizing IT Service Management (ITSM) systems.
Strong abilities in configuring and maintaining IT Service Management systems.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
Advanced ITIL and/or PMP certification(s).
Extensive experience working within the ITIL Framework for Incident, Problem, Change, Service Request Management and Service Level Management.
Current working knowledge with one or more technologies such as: desktop and server operating systems, cloud solutions, Office 365, SCCM, Cisco Supervisor Desktop.
Anne Arundel Community College is an Equal Opportunity Employer.
About Anne Arundel Community College
With learning as its central mission, Anne Arundel Community College has responded to the needs of a diverse community for more than 50 years by offering high quality, affordable and accessible learning opportunities. The college’s nationally recognized and award-winning programs have helped its more than 51,000 students annually achieve their academic, professional and personal goals. AACC is a fully accredited, public, two-year institution offering credit programs leading to an associate degree, certificate or a letter of recognition. Students may prepare to transfer to a four-year institution or prepare for an immediate career. AACC also offers extensive lifelong learning opportunities and noncredit, continuing education to those seeking career training or retraining, working to boost basic skills or pursuing new areas of interest. In addition to its main campus in Arnold, Md., the college has degree centers at Arundel Mills, Glen Burnie and at centers and schools around the county. In 2012, the college opened the 30,000-square-foot Center for Cyber and Professional Training in Hanover, which houses 13 specialized labs, a testing center and faculty support space. Located in Anne... Arundel County near historic Annapolis - home to the U.S. Naval Academy – AACC is conveniently located just minutes from Baltimore/Washington International Thurgood Marshall Airport and downtown Baltimore. To learn more, visit www.aacc.edu.