Job Description

Job Description
The Help Desk Manager will direct and coordinate the efforts of the Technical Support Center Help Desk to provide a wide range of evolving assistance across Ashland University technology. This position will build relationships with colleagues in the Office of Information Technology (OIT) and across campus, key stakeholders and end users to ensure that goals for service quality and end user productivity and satisfaction are understood and exceeded. The Help Desk Manager is responsible to identify opportunities to improve service delivery and operations, based on analysis of performance metrics and other information sources.

Manage the day-to-day operations of the team resulting in workload equity, compliance with standards and services and deliverables that provide consistency and dependability in meeting customer and organizational expectations.
Recruit, train, coach and mentor student workers including career development.
Develop staffing plans and schedules.
Oversee Service Center requests, incidents and problems, monitoring and managing support queues to ensure timely issue resolution and high-quality customer service.
Oversee documentation of the team’s processes, knowledge base and self-service capabilities for the faculty, staff and students we support.
Apply Management tools and methods to scale staffing levels and meet goals for coverage of work shifts, customer and staff satisfaction.
Ensure effective communications about normal operations and exceptions that impact services and projects and escalate appropriately.
Act as an escalation point for support issues. Determine root cause of recurring issues and communicate impacts appropriately. Manage and coordinate urgent and complex support issues.
Provide regular and ad-hoc reporting on key performance indicators, trends and performance against service level expectations.
Develop and improve processes.
Required Qualifications
Bachelor’s Degree, or equivalent combination of education/certification/experience