Service Desk Manager

Are you someone who combines exceptional customer service skills with a front-of-house mentality? Join our College Technology Services team as a Service Desk Manager, where you'll lead growth, development, and inclusivity in higher education technology while crafting extraordinary experiences for our campus community. The Service Desk Manager, full time and exempt, reports to the Executive Director of College Technology Services. The Service Desk Manager is responsible for providing the technical expertise, leadership, administration, and supervision of the technical support services department. The Service Desk Manager ensures that the quality of Technology Services delivered to administrative and instructional clients is maintained at acceptable levels. This role must foster and maintain effective teamwork across the operational groups and support collaborative partnerships across the institution and with associated stakeholder communities.

The pay range for this exempt position is $95,000 to $100,000 Annually.

Renton Technical College, located southeast of Seattle, has provided quality education in a variety of occupations for over 75 years. Our professional-technical certificate and degree programs offer entry and mid-level training in the areas of allied health, trades and industry, culinary, business, technology, and automotive. Our outstanding college & career pathways program with classes in adult basic education, English as a second language, and GED preparation is available to those who need additional preparation before entering a training program and for those who simply wish to improve their math and English skills. Career Education and apprenticeships degrees round out our offerings.

As an Achieving the Dream and an Aspen Institute top 10 finalist in Community College Excellence, RTC is also proud to be a Military Friendly School, serving those who chose to serve. Renton Technical College is committed to increasing its cultural diversity with an emphasis on equity and inclusion among its faculty and staff. The students that we serve come from a variety of backgrounds and are over 60% of color. We strongly encourage members of historically minoritized groups, veterans, and bi- or multi-lingual individuals to apply for this position to help meet the needs of our diverse students and service district.

• Provide leadership and demonstrate multicultural competence (including an awareness and understanding of historically minoritized populations) to improve access and create an educational environment that affirms a commitment to equity, diversity, and inclusion.

• Manage delegated roles pertaining to day-to-day operations of Information Technology Services (including developing/managing end user training/education).

• Analyze key performance indicators to monitor performance levels of ITS Staff and Services. Assist in determining patterns and make recommendations for proactive solutions that target repeated community constituent requests/issues.

• Lead the daily operations of the IT Service Desk and provide technical expertise to ensure that the installation, repair, maintenance, and upgrades of all technology services are handled efficiently and effectively. This includes Classroom/Conference room AV technologies.

• Responsible for inventory management for Information Technology Services hardware and software resources and assist with reconciliation to college asset records. Coordinate the full life cycle of technology hardware and software from acquisition, return, all the way through surplus.

• This position will manage and maintain a suite of operational resources utilized by ITS for-service delivery, including Service Desk applications, and our CRM.

• Work closely with Infrastructure Services Team to ensure the security and integrity of internally and externally facing workstations and servers. This includes all facets of Endpoint Management.

• Serve as CTS representative on the college Accessibility Advisory Committee, and Liaison to the College Testing Center. Will be an integral part of the CTS department’s cybersecurity team.

• Analyze the use of technology in the College’s programs and departments and make recommendations for upgrades when necessary.

• Analyze classroom and office space as it pertains to technology; recommend layout and manage technology related logistics and processes.

• Previous demonstrated participation with persons from diverse backgrounds such as sexual orientation, racial, ethnic, religious, linguistic, gender, age, socioeconomic, physical and learning abilities, and a commitment to an inclusive and equitable working and learning environment.

• Bachelor’s Degree in Information Technology, Information Systems, Computer Science, Management Information Systems, Computer Engineering or a related field. Four years of experience as an Information Technology Manager can be substituted for a Bachelor’s degree.

• Four years of Technical customer service experience, including hardware/software implementation/support and direct responsibility for organizing, developing and leading the work of a team while managing projects. Must have a demonstrated track record of decision making, initiative and collaboration.

• Must have utilized automated deployment tools that configure, deploy and maintain end user systems in a network environment. This would include installing, troubleshooting, and maintaining current versions of Windows OS, Microsoft Office Suite, and Adobe Volume licensed products.

• Ability to represent the college in a positive and professional manner, while using tact, discretion and courtesy.

• Demonstrated ability to promote universal design and accessibility. Proficiency in (or ability to learn within 6 months of hire) the production of accessible content, whether print or electronic.

• Demonstrated customer service skills in past work history including; excellent analytical and problem-solving skills, excellent interpersonal, oral and written communications skills, ability to read, write and interpret operation/maintenance manuals, equipment specifications, procedure manuals, ability to write proposals, reports and correspondence.

• Additional Preferences include:

• ITIL Foundations Certification

• Virtualization Experience

• MCSE Certification or equivalent

• Service Desk Management

• Automated Deployment Tools

• IT Support in Higher Education

• Must be able to travel periodically within the State of Washington.

• Ability to speak a regionally top spoken language other than English is preferred (Spanish, Vietnamese, Russian, Somali, and Chinese).

SPECIAL REQUIREMENTS, LICENSES AND CERTIFICATIONS:

Must have a valid driver’s license.

WORKING CONDITIONS: Work performed is primarily sedentary in nature (seated, computer workstation work,) with frequent use of computer and exposure to terminal screens in performing work assignments, in an office environment which is adequately heated and ventilated. Meetings in locations held on and off campus.

The person hired is required to provide authorization for employment in the United States. In the interest of providing a healthy, safe and secure educational and work environment, and in order to meet the requirements of federal legislation, it is the policy of Renton Technical College to maintain an alcohol and drug-free workplace for our employees and students. The person hired is required to provide authorization for employment in the United States. All offers of employment are contingent to background checks, including employment and required degree/credential verification. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform successfully in the position. Finalists are required to complete the Sexual Misconduct Disclosure form as required under RCW 288.112.080. Post offer, pre-employment criminal background checks are also required.

For questions regarding this position contact Nia Wiliams dwilliams@rtc.edu 425-235-247 ______________________________________________________________________

EEO STATEMENT: Renton Technical College provides equal opportunity in education and employment and does not discriminate on the basis of race, color national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veterans or military status, or use of a trained guide dog or service animal, as required by Title VI of the Civil Rights Act of 1964, Title VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Sections 504 and 508 of the Rehabilitation Act of 1973, the Americans with Disabilities Act and ADA Amendment Act, the Age Discrimination Act of 1975, the Violence Against Women Re-authorization Act and Washington State Law Against Discrimination, Chapter 49.60 RCW and their implementing regulations. The following college official has been designated to handle inquiries regarding the nondiscrimination policies: Title IX / EEO Coordinator, Vice President of Human Resources 3000 NE 4th Street Renton, WA 98056 (425)235-7873, titleix@rtc.edu.

Jeanne Clery statement: Notice of Availability of Annual Security and Fire Safety Report: In compliance with Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act of 1998, and as a part of the College's commitment to safety and security on campus, Renton Technical College reports the mandate information about current campus policies concerning safety and security issues, the required statistics, and other related information for the past three (3) calendar years. Renton Technical College's Annual Safety and Fire Report is available online at: https://www.rtc.edu/annual-security-report For information on how to access the RTC Daily Crime Log follow this link: https://www.rtc.edu/node/4321.

We acknowledge that RTC sits uninvited on the ancestral land of the Puget Salish people, including the Duwamish, Suquamish, Snoqualmie, Tulalip, and Muckleshoot Nations. We are grateful to the original inhabitants of this land, upon which we gather and dialogue. We also acknowledge our increasingly virtual world, in which RTC’s work is done across multiple indigenous lands, in some cases, away from Puget Salish territories. We thank the original caretakers of our local lands and waters, who are still here.

Beyond acknowledgment, we each have an obligation to learn about and support our local tribes. Find out how on our resources page, which includes scholarships for Indigenous students.