IT Service Desk Coordinator (Full-Time)

Example of Duties:

• Provides direction to the Information Technology (IT) Support team and works with the Director and others in IT leadership to implement overall IT strategy within the context of the College's strategic plan. 
• Coordinates the effective delivery and improvement of user-focused technology services to ensure an environment that meets the needs of all stakeholders. This includes, but is not limited to, faculty and staff computing services, telephony, and academic computer labs. 
• Coordinates resources to assist Audiovisual and Media IT staff in the support of classroom technologies. 
• Leads endpoint computing refresh rollouts in collaboration with the Director of IT User services. 
• Promotes strong customer service values, creative problem solving, continuous process improvement, collaboration, and strong communication skills within the Support Services team. 
• Establishes practices and standards to ensure IT services provided to students, faculty and staff result in an exceptional user experience, and uses appropriate tools and measurement methods to assess team performance and alignment with service level goals.
• Supervises IT Support personnel; manages work schedules, conducts performance appraisals, ongoing performance management, and develops their skills and capabilities to meet the needs of the College. 
• Develops strong relationships at all levels of the organization and across academic and administrative departments to improve communication and trust. 
• Advises the Director on operational aspects of leading the IT Support team including, but limited to, capacity planning and budgeting for equipment acquisition and refresh cycles, service management, and maintenance of documentation and licensing. 
• Leverages strong technical writing skills to communicate clearly and effectively with all Collège constituents through varying channels, understanding the different communication strategies required for each channel and audience type. 
• Provides in-depth technical expertise for both tactical and operational initiatives. 
• Assist the Director of IT User Services, as needed; assign and supervise projects. 
• Performs other related duties assigned. 

Qualifications:

• Bachelor's degree in a related technical field; Master's degree preferred. 
• Two or more years of experience within an IT Service Desk environment. 
• Demonstrates the following personal attributes: "can do" attitude; respectful and approachable style; persistent when confronting challenges; empathy; extremely flexible; composed under pressure. 
• Demonstrated experience and ability to; mentor, motivate and develop others; build meaningful collaborative relationships; effectively share knowledge and experience; deliver results; lead team change; communicate effectively with a variety of audiences in written, verbal, and visual forms understanding the nuances of different communication channels. 
• Strong knowledge of IT support services and audiovisual services with demonstrated experience in such areas as Windows and Apple Mac endpoint support, web conferencing, and managing knowledgebase and ticket systems. 
• Knowledge of the ITIL framework and experience implementing ITIL (or similar) standards in a Help Desk environment is preferred. 

The completion of a background check will be required for the selected candidate.