Service Desk Manager
Job Number: P555
Work Type: Administrative
Location: Murfreesboro, Tennessee
Categories: Information Technology
Service Desk Manager
Client Services IT Help Desk
$57,113 - $85,861 (Commensurate with experience)
Job Summary/Basic Function
The Service Desk manager position provides leadership and oversight of the MTSU Information Technology Service Desk. The manager will be responsible for the administration, support, and maintenance of the ITSM ticketing platform (ServiceNow), including, but not limited to, incident management, knowledgebase article management, and service catalog continuity. The manager is a key component of providing operational effectiveness by managing the performance of Tier 1 and Tier 2 support personnel and ensuring escalation paths and processes are properly defined and maximized for efficacy and efficiency. The manager is also responsible for ensuring that service desk staff are meeting and exceeding expectations in regard to performance, defining and meeting metrics, and ensuring that standards and processes are followed to provide optimal customer service. The manager will provide daily oversight of the Service Desk as well as refine service management operations such as incident management and the service request process as well as create, modify and maintain the service catalog and knowledge base. This position may include a flexible schedule that will involve nights and weekends.
Bachelor's degree preferably in computer science, information systems, or other related area required. An Associate's degree and seven (7) years of extensive work experience or nine (9) years of extensive work experience may also be substituted in lieu of a degree.
Required Related Experience
Two (2) years of experience leading, directing, or supervising technical support staff.
CompTIA A+ and ITIL Foundations v3 or v4
Documents Needed to Apply
Cover Letter & CV/Resume Required
MTSU offers a comprehensive benefits package, including but not limited to the following:
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- Vacation and Sick Leave
- 13 paid University holidays
- Medical, dental, vision, and life insurance
- Retirement plans
- Optional 401K and 403B Deferred Compensation Plans
- Educational benefits for the employee and their spouse and dependents
MTSU is an equal opportunity, affirmative action employer that values diversity in all its forms. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply.
Proof of U.S. citizenship or eligibility for U.S. employment is required before employment (Immigration Control Act of 1986). Clery Act crime statistics for MTSU are available at https://www.mtsu.edu/police/docs/2022AnnualSecurityReport.pdf or by contacting MTSU Public Safety at (615) 898-2424.
MTSU is a Tobacco & Drug-Free campus.
This position requires a criminal background check. Therefore, you will be required to provide information about your criminal history to be considered.
For individuals requiring reasonable accommodation to apply: In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation to apply for a position with MTSU, please call 615-898-2929 or email email@example.com.
Application Review Date: December 1, 2022
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