Service Desk Operations Lead - Information Technology Spec 2

The Saint Paul College Information Technology and Institutional Effectiveness department is dedicated to meeting the evolving educational, academic, and administrative technology needs of our community by fostering knowledge, skills, and values in a supportive environment. We are committed to inclusive excellence and preparing all students and employees for success. Effective communication and collaboration within a diverse community are essential for this role.

This position is responsible for providing lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations, as well as administering and managing the IT Service Portal, which encompasses Ticket Management, Asset Management, Project Management, and Change Management. The incumbent provides lead work direction and training to Service Desk staff and supports the supervision of Service Desk student employees. The incumbent is responsible for providing technical support to students, faculty, and staff and works closely with other Information Technology staff to analyze and troubleshoot reported issues. In addition, the incumbent operates the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics. The incumbent also participates in creating documentation and training materials for students, faculty, and staff.

Job Duties:

• IT Service Operations Lead
• Technical Support
• Service Desk Administration
• Communications and Training
• Other Duties

• Three (3) years of experience providing technical support (an Associate’s degree can substitute for 6 months of experience; a Bachelor’s degree can substitute for 1 year of experience) in an enterprise environment that includes a combination of the following:
• Responsible for providing technical support via the phone, in person, and via written responses;
• Experience using a service desk ticketing tool like ServiceNow, Remedy, or TeamDynamix;
• Experience supporting issues across a broad set of applications and operating systems;
• Experience with Active Directory and Office 365.
• Experience with developing and documenting technical processes and procedures to support end users;
• Working experience with networking, wireless, and VPN services;
• Working experience as a member of cross-functional teams.

Preferred Qualification

• Experience in IT Service Management tool administration;
• Experience providing lead work direction;
• Experience analyzing tickets or incidents to identify trends and problems, develop KPIs, SLAs, and other recommendations to improve customer service, service delivery, and technician training;
• Working experience in providing Tier 2 and higher technical support;
• Experience applying best practices in project management to improve the delivery of technical services;
• Experience working in a higher education environment;
• ITIL Foundations training and certifications., Applicant resumes and cover letters should address the minimum and preferred qualifications for this position. If your skills match the required skill for this position, the department may contact you. Reference checks will be conducted for all finalists. This may include a review of documentation related to job performance and education and contact with the finalist current and/or previous employers. Applicant must be authorized to work for any employer in the United States. We are unable to provide sponsorship or take over sponsorship of employment visas at our institution. The successful candidate under U.S. Citizenship and Immigration Services regulations must be able to accept work in the U.S. by the day employment begins., Analysis Skills, Asset Management, Best Practices, Change Management, Communication Skills, Continuous Improvement, Cross-Functional, Customer Support/Service, Documentation, Help Desk, IT Service Management (ITSM), Identify Issues, Information Technology & Information Systems, Management of Information Systems/Technology (MIS), Metrics, Microsoft Active Directory, Operational Support, Operations Management, Performance Metrics, Project/Program Management, Regulations, Remedy, Reporting Skills, Service Delivery, Service Level Agreement (SLA), ServiceNow, Student Services, Technical Delivery, Technical Leadership, Technical Support, Trend Analysis, United States Citizenship and Immigration Services (USCIS)

The salary range for this position is $28.18 - $45.82 hourly., Work Shift (Hours / Days of work)

Monday - Friday, 8:00 AM - 4:30 PM, Evenings and Weekends as needed.

Telework (Yes/No)

Telework opportunities may be available for this position.

About

Saint Paul College was established in 1910, and we are proud to be honoring education for more than a century. SPC-Quick Facts

Saint Paul College is committed to supporting diversity in all of its forms. Applicants representing diverse backgrounds are encouraged to apply.

We are an equal opportunity, affirmative action employer, and encourages application from underrepresented groups. Recognized as a Beyond the Yellow Ribbon employer offering support for veteran and military students. A member of the Minnesota State Colleges and Universities system.

Benefits Information:

At Minnesota State, we have a GREAT BENEFITS PACKAGE! Our generous benefits include 11 paid Holidays, Vacation Time, Sick Time, six weeks of Paid Parental Leave, low cost medical and dental insurance with low deductibles ($250 - $1500), a Pension Plan, 457(b) and 403(b) retirement plans and other retirement investment options, pre-tax medical and dental expense (with roll-over option) and dependent care accounts, employer paid life insurance, short and long term disability, as well as professional development and a tuition waiver program for employees and their dependents, etc. We promote the health and well-being of our employees and take work/life balance seriously.

Desired Start Date

Minnesota State Colleges and Universities system