Service Desk Coordinator

Apply now Job no: 494498
Work type: Staff
Location: Big Rapids, MI 49307
Categories: Administrative

Position Title: Service Desk Coordinator  
Location: Big Rapids (Main Campus)  
Advertised Salary: Salary commensurate with education, experiences and other requirements. Comprehensive benefit package (health care, vacation, etc.)  
FLSA: Exempt  
Temporary/Continuing:  Continuing  
Part-Time/Full-Time: Full-Time  
Union Group: N/A  
Term of Position: 12 Month  
At Will/Just Cause: Just Cause  
Summary of Position: Under the general direction of the departmental director, oversee the day-to-day operations and staff of first Service Desk operations. Provide customer focused computer support and leadership and work as a liaison to the customers within the University community. Use various metrics to drive customer service for this position and direct reports. Lead his/her respective team by mentoring team members, helping resolve issues with customers, other groups and team members, providing guidance on University, department and unit policies, procedures and processes. Support the use of HDI & ITIL best practices.  
Position Type: Staff  
Required Education: Bachelor’s degree in an IT related field.  
Required Work Experience: Two years of work experience in the installation, maintenance, troubleshooting of computers, desktop management technologies, peripherals and the implementation of software products. Customer support and supervisory experience required. One year of work experience in desktop management, call center, service desk or help desk operation with leadership responsibilities and relevant network directory systems,  
Required Licenses and Certifications:    
Physical Demands:
  • Office Environment
  • Balancing
  • Bending
  • Carrying
  • Lifting
  • Moving
  • Pushing/Pulling
  • Reaching
  • Repetitive Movement
  • Sitting
  • Standing
  • Twisting
 
Additional Education/Experiences to be Considered: Work experience as a call center supervisor or manager. HDI certification and ITIL Foundations certified.  
Essential Duties/Responsibilities: Perform all characteristic essential position duties of a Computer Technician.
Provide monitoring and direction for team project related activities as assigned by the department director
Respond to user requests for information and assist in problem resolution. Frequent interaction with customer departments and leadership is imperative.
Develop, implement, and maintain a service catalog of all IT services offered and assist in coordinating content.
Provide primary direction and ownership of the ITSM application.
Plan and distribute technology related communications to the University,including outages, alerts, project related content, and general information.
Monitor and update the IT web page infrastructure, as well as update and maintain department web page content as needed.
Monitor and maintain IT related content with the Ferris State University portal environment.
Facilitates ITSM systems where possible to improve efficiency.
Coordinate the configuration of processes in ITSM software tools.
Assist in project coordination of service management related work or other projects as assigned.
Maintain job related computer skills and working knowledge of the advances in technology.
Proactively communicates information on IT policies, procedures and processes to ensure effective and efficient use of resources.
Assist director with the coordination of strategic development of long-term plans.
Identify reoccurring and potential operation problems, recommend procedures and controls for prevention, and investigate alternative methods to expedite problem resolution.
Facilitates process related team meetings to improve efficiency and communication
Work with campus IT personnel and vendors to efficiently resolve emergent situations.
Meet with customer areas on a regular basis to discuss technology updates and changes as well as address any concerns.
Collaborate closely with the Desktop Support Coordinator for a cohesive service desk operation.
Maintain and continuously develop relationship with third party support center and respond to after-hours ticket escalation and emergency issues.
Perform System Administrator duties of the service management system.
Reports directly to Director of the IT Solution Center (ITSC) or his/her designee. Responsible for maintaining the confidentiality of designated information. Performs all duties in compliance with applicable University policies and procedures and state and federal requirements as well as guidance from the department director.
Responsible for the functional supervision and training of assigned staff within the area of responsibility. Carry out supervisory responsibilities in accordance with University policies and applicable laws.
 
Marginal Duties/Responsibilities: Approve time off requests from team members.
Assist with or complete employee performance evaluations of team members.
Serve on search committees as assigned.
Perform back-up responsibilities of the Desktop Support Coordinator as needed
Ability to lift, move, and relocate computer hardware.
Perform all characteristic duties of a System Administrator.
Develop and/or refine internal processes and related training and participate in new employee on-boarding for ITSC specific topics.
Provide leadership for group collaborations on such things as knowledge management, problem management/major incident management.
Monitor open work tickets and project tasks to assure timely and accurate resolution.
Perform other duties as assigned.
 
Skills and Abilities: Be a highly motivated individual that works well in a team environment or independently.
Direct and instruct technical staff effectively, efficiently, and professionally.
Use a broad understanding of ITIL’s ITSM core methodologies..
Communicate effectively and follow best practices for customer service.
Possess leadership skills in both technical and process oriented initiatives.
Interact effectively with all levels of organizational personnel and with outside vendors.
Plan, organize, and make independent decisions with sound judgment.
Assist with customer conflict resolution.
Assist with employee related issues when necessary.
Use excellent verbal and written communication skills as well as analytic, technical problem solving, and research skills.
Express technical information in a clear and understandable way.
Manage multiple initiatives and assignments concurrently to completion in a timely and logical manner.
 
Required Documents:
  • Cover Letter
  • Resume
  • Unofficial Transcript 1
 
Optional Documents:    
Special Instructions to Applicants: Transcript 1 (REQUIRED): Applicants must attach a copy of unofficial transcript of Bachelor’s degree in an IT related field.

Transcript must include: Institution name, applicant name, date degree attained, degree awarded. Finalist will be required to submit an official transcript.
 
Initial Application Review Date:
09/24/2021  
Open Until Position is Filled?: Yes  
Posting Close Date:
   
EEO Statement: Ferris State University, an Affirmative Action/Equal Opportunity employer, is committed to enhancing equity, inclusion, and diversity within its community. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity and educational excellence.  Learn more about the Ferris Mission and community at ferris.edu. The University actively seeks applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups. For more information on the University’s Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement.  
     
     

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