Under the direction of the Senior Director for Technology Support, the Service Desk Manager is responsible for staffing and operation of the Technology Service Desk serving all Berklee students, faculty and staff. The Service Desk Manager works cooperatively with Training and Instructional Technology and Technology Services areas in Technology Training and Support (TTS) to align support efforts throughout the college. The Service Desk Manager manages the Support Analysts, Support Consultants and student employees staffing the Service Desk. This is primarily an on-site position.
ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES:
Functional/Technical:
- Manage a team of staff and students providing walk in, remote and deskside support to faculty, staff and students
- Manage day-to-day support operations by: ensuring support coverage; monitoring ticket assignment and open ticket management; relationship management; and cross-functional team support activity.
- Manage service desk call queue within Zoom Phone, monitor call queue using real time call monitoring and daily reports
- Contribute to cross-functional teams tasked with identifying root cause and permanent solutions for problems, improving technology related policies and processes, or other similar initiatives.
- Lead continuous improvement efforts as a result of escalations, complaints, and service disruptions.
- Participate in critical/urgent/major incident process as needed to enable timely service restoration and appropriate review/follow-up activities
- Work collaboratively with other teams within IT Services to provide transition support during the introduction of new services and upgrades, technology refreshes, organizational changes, vendor partnerships, etc.
- Keep management informed of trends, significant problems and expected delays.
- Keep customers informed of global problems or scheduled downtime, via prescribed communications mechanisms.
- Co-Chair the Change Advisory Board and participate in the improvement of the overall Change Management process
- Participate in ITS Knowledge Advisory Team
- Work with IT to ensure that required software titles are on hand to distribute to students at the start of each and throughout each semester
- Ensure software packages and individual software codes are sent to students who paid for them through tuition billing or berklee.edu retail sales page
- Keep berklee.edu webpages with information about software packages and hardware requirements up to date
- Provide a first level escalation when customers wish to speak to a manager or supervisor
Teamwork:
- Promote a positive and professional work environment.
- Schedule regular team and one on one meetings with direct reports
- Work cooperatively and share knowledge freely with all colleagues.
- Build strong working relationships with colleagues and clients, and foster a culture focused on serving customer needs.
- Seek out client feedback.
- Actively translate client needs into viable technical solutions.
- Adhere to all published guidelines.
- Perform other duties as assigned.
Professional Development:
- Stay informed of technology advancements, specifically those that are used or could be used in this position
- Participate in required training for both technical and interpersonal skills; maintain any required certifications
- Stay committed to actively enhancing skills in pursuing professional development.
SKILLS AND ABILITIES REQUIRED:
- Strong leadership, technical and analytical skills.
- Strong interpersonal skills in dealing with a wide range of clients with varying levels of computer familiarity.
- Ability to translate technical instructions into easily understood steps to a diverse client base.
- Ability to interact, communicate and work well with others;
- Prior experience using ITIL-based incident and service request management processes and common industry IT Service Management tools.
- Strong customer service skills including rapid response time, appropriate and timely escalation and incident resolution, and appropriate follow-up skills.
- Strong organizational and time management skills; prioritize, and independently manage a changing workload and schedule.
- Ability to work with a sense of urgency.
- Ability to effectively manage projects.
- Strong verbal and written communication skills.
- Ability to learn existing and emerging computer technologies quickly.
- Natural curiosity
- Commitment to continuous improvement
MINIMUM JOB QUALIFICATIONS:
- 5 years of experience in the direct delivery of IT support.
- 1+ year experience leading one or more of the following: customer service team, technical team, project team, or project/program effort.
- Up to date Apple Certified Support Professional certification.
- Strong technical skills in the configuration, installation and troubleshooting of all currently supported MacOS, Microsoft Windows, Microsoft Office Suite, and experience troubleshooting peripherals (printers, scanners, etc.) and mobile devices (tablets, phones).
- Demonstrated specialized knowledge of Macintosh and Windows operating systems as well as Apple and PC hardware. An advanced knowledge of administrative software associated with these systems.
- Experience using and updating a Knowledge Management platform.
- Working knowledge of local area networks and network administration and specialized knowledge of Active Directory, TCP/IP and wireless networking protocols.
KNOWLEDGE, SKILLS AND ABILITIES PREFERRED:
- Bachelor’s degree.
- ITIL Foundations certification.
- Up to date A+ or Microsoft certification.
- Experience in project management.
- Prior experience working on projects related to deployment of new or enhanced IT services.
- Prior experience using and/or administering JIRA Service Management or similar ITSM tools
- HDI Support Center Manager certification and HDI Desktop Support Manager certification
- Strong understanding of the following software packages: Logic Studio, ProTools, Digital Performer, Komplete, Waves, Reason, VSL, GarageBand, Sibelius, Finale, Notion, Conducting, iMovie, iTunes, etc.
- A broad understanding of digital audio hardware (Avid, PreSonus, MOTU devices, etc.)
- A broad understanding of software synthesizers and plugins, strong understanding of MIDI technologies and hardware.
Berklee is the preeminent institute of contemporary music and the performing arts, offering undergraduate and graduate degree programs at its campuses in Boston, Massachusetts and Valencia, Spain, and through its award-winning distance learning program, Berklee Online. Dedicated to nurturing the creative and career potential of the world’s most inspired artists, Berklee’s commitment to arts education is reflected in the work of its students, faculty, and alumni—hundreds of whom have been recognized with Grammy, Tony, Oscar, and Emmy Awards.
At Berklee College of Music and Boston Conservatory at Berklee, students explore interdisciplinary approaches to music, dance, theater, film, business, healthcare, education, technology, and more. Our pioneering youth programs reach underserved classrooms throughout the U.S. and beyond. With students and alumni from more than 100 nations and educational partners across the world, we are forging new connections among art forms, musical traditions, and technologies to build a dynamic, diverse, and collaborative global arts community.
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