IT Operations & Support Manager, IT Service Desk

Reporting to the Associate Director of IT Service Delivery, the IT Operations & Support Manager of this unit oversees the IT Service Desk Team, ensuring the delivery of high-quality technical support and customer service to internal and external stakeholders worldwide. Responsibilities include managing a team of service desk professionals, establishing and maintaining SLAs, incident management, and continuous process improvement. The role involves collaborating with other IT teams, addressing recurring issues, and providing training to staff. The IT Operations & Support Manager contributes to developing support strategies, aligning service desk operations with organizational objectives, fostering a positive work environment, and promoting a culture of excellence within the team.

Essential Duties and Responsibilities*

• Act as an escalation point to investigate and resolve pending support issues or requests.

• Manages and monitors the IT services and support requests using the ITSM ticketing system.

• Ensure that tickets are correctly routed and are being addressed in a timely manner.

• Ensures direct reports meet and exceed performance expectations, defined metrics/benchmarks, and standards and processes are followed to provide excellent and effective customer service.

• Provide input to the Associate Director regarding the development needs and evaluating staff.

• Provide guidance and training to other members of the support team as needed

• Works closely with other IT teams to provide consistency and excellence in support processes and procedures.

• Assists with creating, updating, and maintaining best practices, knowledge articles, and training documentation.

• Be an advocate for IT personnel and end-users by observing issues and requests to recommend improvements and fixes to IT systems.

• Coordinate escalation of more complex trouble tickets and service requests to other IT experts within the team or business units.

• Assist with performing IT system reviews as directed by management.

• Uphold IT policies, security, and other IT best practices at all times.

• Manage service metrics, SLAs, key performance indicators, and quality on IT services.

• Leads and directs the work of others while managing the trade-offs between Customer Experience/Service Levels and Employee Experience.

• Contribute to developing processes, services, procedures, and policies that promote effective and efficient IT support to better serve the needs of the university.

• Act as a senior technical resource in assisting users to resolve problems with equipment and data; implement solutions or notify other areas as required.

• Interacts with vendors for repairs, requests, and troubleshooting as needed.

• Provides technical support in assessing, repairing, replacing, troubleshooting, installing, maintaining, and testing IT equipment for Webster faculty, staff, and classrooms/labs.

• Coordinates efforts with other units as appropriate.

• Participate in wider IT projects and initiatives.

• Attend meetings regarding various departmental-related issues.

• Participate in professional development training and events to stay informed on the latest developments, skill development opportunities, and upcoming technologies.

• Performs other duties as assigned.

Secondary Duties and Responsibilities*

IT Service Desk (Virtual Support Center)

• Manage incoming request queues and prioritization.

• Monitor ticket and SLA performance.

• Coordinate and manage all relevant stakeholders who are involved in the service desk operations.

• Work with the ITSD leadership to manage service desk support worldwide.

• Participate in developing service desk policies and global strategy.

• Identify skills gaps and training needs of staff.

• Mentor and evaluate service desk staff as needed. Provide coaching, feedback, development goals, and performance management as needed.

• Address any escalated issues or concerns (tier 3 support).

• Work with the ITSD management team to review and update the annual service strategy plan.

• Maintain and review metrics, run reports, and implement process improvements that will increase service productivity and performance.

• Follow up with user feedback and customer satisfaction issues

• Ensure the proper training and development of the service desk team.

• Work with the ITSD team to maintain asset management information and other IT communication outlets such as the IT website, ticketing system, and knowledge base.

• Manage vendor service delivery and relationships.

• Perform other related duties as assigned.