Description
Skills
Education
Company Description
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.
Required Minimum Qualifications
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.
Preferred Qualifications
Bachelor's degree in computer science, information technology or related field.
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.
Bachelor's degree in computer science, information technology or related field.
Massachusetts College of Art and Design (MassArt), is the nation's first and only independent, free-standing public college of art and design in the country. MassArt is an inclusive community of thinkers, doers, makers, educators, innovators and leaders striving to shape the future through art and design. We've spent 150 years demonstrating the truly amazing things that happen when a world-class art and design education is an option for every deserving student. Located in Boston's hub of arts and culture along the Avenue of the Arts, MassArt enrolls 2,000 students and offers a comprehensive range of undergraduate and graduate degrees in 18 disciplines, as well as continuing education and youth programs.
MassArt strives to be a model of diversity and inclusion; the campus community reflects the layers of cultural and self-identity that proudly make up our region, nation, and world. We build effective partnerships with co-workers throughout the College by freely sharing appropriate information and providing assistance to all and maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles.
Position Overview
Company
Massachusetts College of Art and Design
Location
Boston, MA
Job Type
Full time
Salary
$80,000 - $90,000 Commensurate with experience
Apply Now
Position Details
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.
Required Minimum Qualifications
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.
Preferred Qualifications
Bachelor's degree in computer science, information technology or related field.
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.
Bachelor's degree in computer science, information technology or related field.
Massachusetts College of Art and Design (MassArt), is the nation's first and only independent, free-standing public college of art and design in the country. MassArt is an inclusive community of thinkers, doers, makers, educators, innovators and leaders striving to shape the future through art and design. We've spent 150 years demonstrating the truly amazing things that happen when a world-class art and design education is an option for every deserving student. Located in Boston's hub of arts and culture along the Avenue of the Arts, MassArt enrolls 2,000 students and offers a comprehensive range of undergraduate and graduate degrees in 18 disciplines, as well as continuing education and youth programs.
MassArt strives to be a model of diversity and inclusion; the campus community reflects the layers of cultural and self-identity that proudly make up our region, nation, and world. We build effective partnerships with co-workers throughout the College by freely sharing appropriate information and providing assistance to all and maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles.
