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