IT Client Services Manager
Northwestern Health Sciences University - Bloomington, MN

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DESCRIPTION

Responsible for management of the Client Services operations at Northwestern Health Sciences University. This includes the support of all hardware, software, printers and associated resources at the college campus and satellite clinics. Responsible for management the Help Desk Specialists and the Student Computer Assistants. Responsible for prompt response to user requests for service and the resolution of issues within the expectations of the Service Level Agreement (SLA.)

DUTIES

  • Oversees and manages Help Desk operations including scheduling of staff
  • Performs staff management functions including staff performance appraisals
  • Develops and refines Help Desk processes to ensure continuous improvement in the level of support provided
  • Ensures policies and procedures are administered properly and problem resolution is achieved within stated service levels
  • Responsible for desktop HW and SW specifications and procurement
  • Produces regular reports, benchmarks, statistics and results of performance key indicators
  • Develops and manages the end-user Service Level Agreement
  • Assists with the development of departmental policies, budgets, plans and other administrative functions
  • Assists A/V team with set up and support of recording technology (Mediasite), classroom computers, video projection and audio systems
  • Supports SMART podium and clickers
  • Updates and install security patches
  • Monitors network performance
  • Responds to faculty, student and staff requests for support as it relates to IT supported applications and databases
  • Troubleshoot various application, system and network issues
QUALIFICATIONS

Education

Required- A bachelor's degree in computer science or related field; an equivalent of work experience and education may be considered

Desired- ITIL, PMP or other SDLC certification desired

Experience

  • Three or more years of management experience required
  • Experience supporting Novell, GroupWise environment required
  • Experience with educational technology (SMART podiums, clickers, A/V equipment) desired
  • Experience with Mediasite desired
Licensure and/or Certification

  • Certified Novell Administrator required
  • MCP or A+ certification desired
Other Required Knowledge, Skills, and Abilities

  • Proficient with the MS Office Suite, Visio and MS project
  • Knowledge of and experience with Call Tracking tools such as Everything HelpDesk
  • Demonstrated analytical , critical thinking and project management skills
  • Strong verbal and written communications skills&8194;&8194;&8194;
  • Oversees and manages Help Desk operations including scheduling of staff
  • Performs staff management functions including staff performance appraisals
  • Develops and refines Help Desk processes to ensure continuous improvement in the level of support provided
  • Ensures policies and procedures are administered properly and problem resolution is achieved within stated service levels
  • Responsible for desktop HW and SW specifications and procurement
  • Produces regular reports, benchmarks, statistics and results of performance key indicators
  • Develops and manages the end-user Service Level Agreement
  • Assists with the development of departmental policies, budgets, plans and other administrative functions
  • Assists A/V team with set up and support of recording technology (Mediasite), classroom computers, video projection and audio systems
  • Supports SMART podium and clickers
  • Updates and install security patches
  • Monitors network performance
  • Responds to faculty, student and staff requests for support as it relates to IT supported applications and databases
  • Troubleshoot various application, system and network issues

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