Service Desk Manager
Academy of Art University - San Francisco, CA

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What We Do:
The Academy of Art University, San Francisco, is the largest private art school in the nation and prides itself on its dedication to the career preparation of artists and designers. Students are offered cutting edge curriculums for AA, BFA, MFA and Certificate Programs, fusing state of the art technology with academic excellence. Our graduates enjoy a high placement rate and have been hired by prestigious companies worldwide. As an urban institution, the Academy draws upon and contributes to the cultural wealth of the San Francisco community and fosters a progressive, diverse and creative environment.

Service Desk Manager

As an IT Service Desk Manager, you will be responsible for providing top quality software and hardware support for all Academy employees. The Manager should have excellent verbal and written communication skills, problem solving skills, and have the ability to multitask in a fast paced and challenging work environment. This position is responsible for managing a team supporting approximately 2500 users as well as driving process improvement. This position requires a hands-on manager who will participate in all facets of Service Desk activities including working closely with the Network and Applications team as well as with other departments.

Responsibilities:
Manage and supervise the daily activities of the Service Desk function, to include training, coaching, organizing, planning, and staffing operations

Ensure that quality customer service is provided at all times by monitoring ticket queue, documenting user problems, and maintaining service level agreements with user departments

Assist the department manager in establishing processes, procedures, workflows and policies for the Enterprise Service Desk

Act as Problem Specialist, gather and disseminate information to and from IT support groups, and communicate outages to the user community

Maintain liaison with all IT division operations and services to keep abreast of policy and procedural changes; Develop and review procedures for Service Desk operating/procedure manuals

Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions concerning requests

Assist the department manager in budgeting for both recurring and project based costs on a yearly basis

Maintain accurate inventory of all Service Desk supported devices

Perform other duties as assigned to assist in attaining departmental goals

Requirements:
Bachelor's or Associate's degree required (or equivalent experience), preferably in computer science or information systems

Minimum four (4) years of experience of hands-on, end-user support

Five (5) years of management/supervisory experience

Knowledge of Wi-Fi networking technologies, equipment, and connectivity

Strong knowledge of MS Windows Operating Systems, Microsoft Office tools, Active Directory, Exchange, Antivirus, PC utilities, VPN, TCP/IP, and windows networking required

Advanced knowledge in corporate level computer networking, PCs, servers, and data storage

MCSE Certification preferred

Experience with Macintosh workstations including OS9 and OSX operating systems

Experience with Help Desk Problem Management applications and reporting tools such as Remedyforce and SurfControl/Mimecast

Previous management and supervisory experience in Help Desk or Call Center

Strong knowledge of industry standard Help Desk/Customer Service best practices

Strong interpersonal and leadership skills, with the ability to coach and mentor others

Benefits:
Academy of Art University offers employees’ health insurance, 401K Plan, paid vacation and holidays, and a commuter program. In addition, we offer the following unique advantages: A tuition-free undergraduate class, health & wellness programs, access to University gym/pool & athletic games, and participation in various events such as our film festival, fashion show, and gallery auctions.

About this company
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Established in 1929 by Sunset Magazine's creative director, Richard S. Stephens, Academy of Art University transforms aspiring students into...