What are the responsibilities and job description for the IT Service Desk Lead position at Bowie State University?
Posting Details
Job Specification Information
Job Posting Number
S354NE
Position Title
IT Service Desk Lead
Class Title
Staff
Regular or Contingent II
Contingent II (more than 6 mos)
Desired Start Date
FLSA
Non-Exempt
Grade / Range
50,000 - $60,000
Open Date
02 / 01 / 2024
Close Date
Open Until Filled
Duties and Responsibilities
- Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
- Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.
- Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
- Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.
- Provide support to the service desk team and customers.
- Support operations using ITIL best practices.
- Participate in team meetings.
- Create support documentation, contribute to knowledgebase articles, and support continual process improvement.
- Act as the service desk team's first line of support for technical and process issues out of scope for Tier I agents.
- Trains and educates the technical support staff on products and processes.
- Promote and maintain positive customer relations.
- Review and assess team and individual performance and provides recommendations and feedback for improvement.
- Provides onboarding support for new hires and routine team training.
- Reports possible outages to management.
- Provide feedback to streamline Standard Operation procedures.
- Support in-office walk-ups and remote assistance while providing quality customer service.
- Other duties as assigned.
Minimum Qualifications
These are the job duties for required of the position
Education
Experience
At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.
Knowledge Skills and Abilities
Conditions of Employment
This position is Title III grant-funded. Employment is subject to available funding.
Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.
Other
Non-Union Position.
Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical / vision plans, Carefirst BC / BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.
Posting Detail Information
Special Instructions to Applicant
Quick Link for Internal Postings
Pass Message
Fail Message
Salary : $50,000 - $60,000
