Help Desk Manager
The John Marshall Law School - Chicago, IL

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  • To manage the performance of Level 1 and Level 2 services, manage support to clients (students, faculty and staff) and ensure that service levels are achieved.
  • Ensure that customer expectations are met or exceeded.
  • Responsible for ensuring the Help Desk team members are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Key Responsibilities (% of Time)
1. Oversee 100% of the requests, incidents and problems.

  • Manages and coordinates urgent and complicated support issues.
  • Act as escalation point for all requests and incidents.
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Determine root cause of issues and communicate appropriately to internal and external customers. (25%)

2. Manage, train, coach and mentor Help Desk Specialists (Level 1 / 2) including career development.

  • Oversee staff activities.
  • Builds/obtains/manages training material for support staff.
  • As needed, schedule employees working times and provide backup support.
  • Interact with internal and external customers.
  • Assist in the professional and technical development of Help Desk team, create technical goals, monitor, mentor, coach and assist team members to deliver quality support (20%)

3. Provide data and reporting of KPI¹s and trends to the IT management team at weekly meetings.

  • Will drive Ticket Deep Dive and develop strategies for improvement.
  • Work to make Help Desk the single source of truth and service delivery channel for IT.
  • Develop a performance measurements framework and use to produce detailed performance metrics to enhance the quality of support delivered
  • * Monitor and manage phone queue (participating in escalated calls as needed). (20%)

4. Oversee Run Book and ensure top quality solutions are available to the IT team.

  • Develops Service and Business Level Agreements to set expectations and measure performance.
  • Develops an effective and workable framework for managing and improving customer IT support in the organization.
  • Advise management on situations that may require additional client support or escalation. (20%)

5. Manage process for communicating outage/emergency activities to the organization.

  • Review survey feedback to improve services, tools and support experience.
  • Facilitate a feedback system from end users, such as customer service and communication, in order to enhance the quality of support delivered (10%).

Knowledge and Skills
1. Bachelor’s degree and 3 to 5 years related experience or equivalent.

  • Professional certifications as appropriate.
  • Knowledge of current trends in the field.
  • Demonstrated experience with standard software applications, network infrastructure operating systems.
  • Must have a strong dedication to customer service.
  • Training ability/experience a plus.
  • Excellent oral and written communication skills .

2. Discretion and decision making are key to this position.

  • Exercise independent judgment.
  • Work affords significant opportunity to act independently on assigned tasks
  • Duties are performed under minimal supervision

3. Work and communicate with a wide range of people – vendors, students, faculty and staff members

  • Consistently demonstrate professional, positive, and approachable attitude/demeanor and discretion
  • Demonstrate sensitivity in handling confidential information
  • Formulate and clearly communicate ideas to others
  • Fluency in English

4. Work may require moderate physical exertion and/or physical strain

  • Willingness to work flexible hours
  • Ability to work under stress during peak workload periods

Measurements of Success

  • Timely, accurate and detailed monthly performance metrics submitted to CTO
  • Availability of Help Desk resources during posted hours
  • Quality of communications
  • Quality of training for Tier 1 employees
  • Ensuring that TTS estimates are given to end users and followed by Tier 1 team members
  • Ensuring that SLAs are explicitly followed

About this company
The John Marshall Law School is a law school in Chicago, Illinois, that was founded in 1899 and accredited by the American Bar Association...