The Service Desk Manager (SDM) serves as a member of the Client Services team and oversees the operations of the Technology department's Service Desk. The SDM is both a manager and a technology generalist.
The SDM's primary functions include but are not limited to: managing the day-to-day operations of Tech Central and the Service Desk; developing, providing ongoing training; developing and managing daily schedules to ensure appropriate staffing levels; analyzing data and trends to identify areas for improvement; managing the Technology department's Service Catalog.
The SDM will train and supervise Service Desk staff to align their skills and activities with the College's evolving and emerging technology needs and requirements, and provide timely, courteous, and consistent service.
SUPERVISION RECEIVED: Deputy Chief Information Officer (Deputy CIO) SUPERVISION EXERCISED: Technology staff, student employees and contractors.
Position is governed by the APA collective bargaining agreement.
DUTIES AND RESPONSIBILITIES
Operations and Leadership
Manage service desk staff and operations, ensuring timely and effective resolution of support requests and incidents.
Provide training, guidance, mentorship and performance feedback for staff, student employees and contractors.
Implement and enforce incident and service management processes and procedures to ensure prompt resolution of technical issues. Monitor ticket queues, prioritize tasks, and track resolution progress to meet service level agreements (SLAs).
In collaboration with the Deputy CIO and other members of the leadership team, develop, document, implement, and maintain Technology department policies, procedures, workflows, and service level agreements (SLAs).
Align staff activities and service delivery with industry standards and best practices to ensure consistent delivery of technology resources and services.
Conduct regular training sessions and knowledge transfer activities to ensure continuous improvement and skill development.
Customer Service and Satisfaction
Foster a customer-centric culture, emphasizing the importance of excellent customer service and service delivery.
Focus on continuous improvement, continuously evaluating customer feedback and implementing initiatives to improve customer satisfaction levels.
Continually reviews, and recommends to the Deputy CIO, improvements associated with workflow, call handling, classification and routing of "tickets" and the ensuring the logging, tracking, prioritization, escalation and timely follow-up to all calls.
Collaborate with Technology department staff, MassArt stakeholders, and external vendors to resolve complex or high-priority incidents and problems.
Establish and enforce procedures and standards for ticket triage and escalation.
Manage the Tehcnology knowledge base. Develop and update troubleshooting guides, FAQs, standard operating procedures (SOPs), and user documentation.
Administration, Reporting and Analysis
Develop and maintain performance metrics and key performance indicators (KPIs) to evaluate the performance of the service desk team. Identify areas for improvement and implement strategies to enhance service quality and efficiency.
Serve as the application administrator and subject matter expert for tools and applications in support of Client Services, including service desk software.
Generate regular reports on technology performance metrics, such as ticket volumes, response times, and customer satisfaction.
Analyze data and trends to identify areas for improvement and provide recommendations to optimize Technology department's operations.
Assumes additional duties and responsibilities at the discretion of the Deputy Chief Information Officer.
Required Minimum Qualifications
Bachelor's degree in computer science, information technology, or a related field.
At least three (3) years of experience in a service desk or help desk leadership or managerial role.
Demonstrated experience managing and supervising a service desk team.
Demonstrated knowledge of information technology service management (ITSM) concepts, processes and activities, service desk operations, industry standards and best practices.
Proficiency with ITSM tools, including service desk ticketing systems and/or customer relationship management (CRM) tools.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with individuals at all levels of the organization.
Solid problem-solving and decision-making abilities, with a proactive and analytical mindset.
Demonstrated experience in driving process improvements and implementing best practices.
Ability to successfully complete assigned tasks without direct supervision.
Demonstrated knowledge and ability to work effectively in a diversified community of individuals and groups with a variety of identities, cultures, backgrounds and ideologies.
Experience managing student employees.
Experience working with a wide range of constituencies in an institution of higher education, preferably in the Massachusetts State Universities or Massachusetts Association of Community Colleges systems, or the University of Massachusetts system.
Excellent, high level oral and written communication skills; ability to identify and convey requirements, designs and operation of technical systems.
Experience managing or providing support for endpoint deployment and management, software/applications/services, local/wide area networking, telecommunications, server and client operating systems, project management, and cybersecurity.
Experience implementing Information Technology Service Management (TechnologySM) framework(s) (e.g., Information Technology Infrastructure Library [ITIL]).
Familiarity or experience with applications, peripherals and output devices used in art and/or design education.
Massachusetts College of Art and Design is a public, independent institution that prepares artists, designers, and educators from diverse backgrounds to shape communities, economies, and cultures for the common good, and demonstrate our values by:
• Pursuing a just, compassionate, and equitable learning environment.
• Cultivating rigorous creative practices by observing, questioning, making and remaking.
• Honoring courage, honesty, mutual respect, and self-expression.
• Believing in the power of art and design to transform our world.