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Basic Functions: Oversee operations of the ITS Service Desk and Asset Management, and serves as a specialist in client
interactions involving digital fluency to enhance individual and business unit success. Acts as incident management process owner for major
incidents and works with other areas within ITS to continually improve the service and support provided to the university community.
Communicates regularly with departments about ITS resources and department support needs, acts as client advocate within ITS.
Job Functions: Leads the Service Desk team including a technology support specialist, an IT asset management
coordinator, and student assistants, prioritizing team efforts as necessary. Coordinates after-hours and surge resources when necessary to
maintain service levels. Establishes/maintains a culture of continuous improvement and customer service excellence. Implement practices and
procedures that support and measure the capabilities, effectiveness, and efficiency of IT service support activities and staff. Deliver on
client satisfaction and success demonstrated via metrics. Target continual adherence to desired service response times and outcomes for the
IT organization (FCR, MTTR, Staff Utilization, etc.). Enhance client experience and success by enacting value-added processes/services that
address relationship management. Streamline/modify service desk processes and ensure the adoption of technology solutions that align with
organizational objectives in support of an evolving digital workplace. Serve as technical expert for support issues handled at the service
desk, escalating and resolving issues with specialized team members as needed. Fill-in for or supplement technology support specialists when
needed. In support of client experience team efforts, assist with coaching to help members of the university increase their digital fluency.
Share feedback on technology needs and services with the appropriate ITS areas based on user interactions. Collaborate with department
liaisons and Director of Client Experience on needs and opportunities. Administer use of remote support tools and the IT Service Management
(ITSM) system (Service Desk, Change Management, etc.), including the effective use of any additional modules. Oversee the successful
implementation, improvement, and promotion of campus self-help (tier 0) resources. With the assistance of logistics team, oversee technology
asset tracking and maintenance of all relevant inventory including accurate recording and replenishment of the technology asset inventory.
Develop and update plans for new product/service releases and prepare the service team for the same. Act as a flexible team player in
meeting the client service needs of the university community. Perform other duties as required.
Minimum
Qualifications: Bachelor’s degree, preferably related to information technology. An Associate degree with additional experience may
be considered in lieu of Bachelor’s degree. Three years experience working in a technology support capacity. Knowledge/experience in ITIL
and best practices in delivering IT support services. Excellent communication, interpersonal skills, and customer service skills with the
ability to explain solutions concisely to technical and non-technical clients. Team player willing to cultivate collaborative efforts with
faculty, staff, administrators, and students to support the mission of the University. Ability to work in a busy environment prioritizing
multiple tasks while maintaining attention to detail. Ability to lead projects requiring technical expertise and successful deployment of
technology. Technical experience with Windows and/or macOS.
Preferred Qualifications: Two years in a supervisory or
management role with experience working in higher education. Experience in cybersecurity best practices and endpoint protection. ITIL
foundations certification. HDI support center manager certification. Experiencing supporting mobile devices. Experience working in a Service
Desk operation. Strong skills with Windows and macOS environments, Google Workspace, Office 365, and other common desktop/notebook
applications. Evidence of personal focus on refreshing knowledge and learning new skills relevant to the field.
Denison University is an Affirmative Action, Equal Opportunity Employer. To achieve our mission as a liberal arts college, we continually strive to foster a diverse campus community, which recognizes the value of all persons regardless of religion, race, ethnicity, gender, sexual orientation, disability, or socio-economic background.
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