Information Technology Services
Posting Closing Date:
November 6, 2019Please note that the posting will close at midnight (12:00 AM) on the posting closing date.
This means any applications must be submitted by 11:59 PM the evening before.
DISTINGUISHING FEATURES OF THE CLASS:
The work involves administering the Information Technology Services (ITS) Help Desk and related services. The Coordinator of IT Help Desk Services supervises technical staff that support the Help Desk services. The incumbent will be responsible for managing and administering all aspects of the Help Desk service, including managing and configuring the help desk software system, maintaining services levels, providing data and trends to IT department, oversight of the solutions repository (knowledgebase), assists with implementing best practices, processes and workflows, and conducts assessments to ensure excellent customer satisfaction. The Coordinator of IT Help Desk Services participates in ITS services planning and represents the Help Desk in meetings with academic departments, task forces and user groups. The incumbent has thorough knowledge of help desk operations, managing help desk systems, desktop computing systems, process mapping, ITSM and ITIL practices and customer service standards. The work is performed under the direct supervision of the Director of Academic and User Technology Services. Does related work as required.
TYPICAL WORK ACTIVITIES_:_
- Supervises operations of the Help Desk, including managing staff, resolution of user problems, service escalations and service level assurances to provide excellence in customer service.
- Develops training and evaluates Help Desk personnel to ensure highest quality service standards are achieved in Service Desk support services
- Manages the Help Desk software system, including planning system upgrades, developing project plans, coordinating development and configuration and monitoring system health and status
- Develops and defines vision for help desk process and workflows to meet business goals and satisfy customers’ needs.
- Conducts quantitative and qualitative assessments on customer satisfaction related to the help desk services. Propose services to add or remove based on Help Desk service data.
- Researches, develops or implements new processes to further improve support services.
KNOWLEDGE, SKILLS AND ABILITIES:
The Coordinator of IT Help Desk Services coordinates the operation of the ITS Help Desk and related support services. The incumbent must have thorough knowledge service management practices, Service Desk operations, process mapping and desktop computing systems. Must have sound professional judgment, initiative; resourcefulness; ability to effectively communicate; and must be physically capable of performing the essential functions of the position with or without reasonable accommodation.
Graduation from a regionally accredited college or university with a Bachelor’s degree in Computer Science or related field and five years of experience working in a technology position in a higher educational environment; Ability to interface with all levels of the organization; Extended knowledge of Service Desk systems and standards, Windows and Mac desktop systems and customer service practices.
Experience in a higher education help desk environment, leadership abilities, thorough understanding of ITSM best practices and knowledge of the ServiceNow ITSM platform.
*Verifiable part-time and/or volunteer experience will be pro-rated toward meeting full-time experience requirements._
Official transcripts will be required for successful candidates within 30 days of hire
Contact Human Resources at (716) 851-1840 with any questions.
Our mission to offer quality education includes exposing our students to a diverse range of cultures, experiences and expertise. At SUNY Erie Community College, we value diversity and encourage applicants from all backgrounds to apply.
Notice of Non-Discrimination
SUNY Erie Community College does not discriminate in admission, employment, or in the administration of any of its policies and programs on the basis of race, color, religion, national origin, age, sex, gender, gender expression, gender identity, pregnancy, disability, sexual orientation, familial status, military status, domestic violence victim status, predisposing genetic characteristics, veteran status, criminal conviction, or any other characteristics protected by law. This applies to all students, applicants or other members of the College community (including, but not limited to, vendors and visitors). Grievance procedures are available to interested persons by contacting the Civil Rights Compliance Officer listed below. Retaliation against a person who files a complaint, serves as a witness, or assists or participates in the investigation of a complaint in any manner is strictly prohibited.
The following individual has been designated to handle inquiries regarding the College’s non-discrimination policies:
Civil Rights Compliance Officer
Tracy Archie, Chief Diversity Officer
Office of Equity and Diversity
City Campus, Room 174, 121 Ellicott Street
Buffalo, NY 14203
For further information on notice of non-discrimination, please contact:
New York Office
United States Department of Education
Office for Civil Rights, 32 Old Slip 26th Floor,
New York, N.Y., 10005-25010;
Tel (646) 428-3800; Email: mailto:OCR.NewYork@ed.govOCR.NewYork@ed.gov.