Engineering a world of possibilities

Mines is pleased to announce an opening for an IT Service Desk Manager. The person in this role provides leadership and management for full-time IT employees and student employees that represent Mines Information Technology (IT) as the first point of contact for technical support at Mines.

In this role, you'll oversee daily operational decisions to lead the team toward the implementation of project plans as well as the broader strategic decisions charting longer-range goals. You will lead a Tier 1 and 2 support team and ensures that every customer's experience is exemplary. You also will continue to build on the vision of making the Mines IT Service Desk world-class with a record of excellent customer service by focusing on successful first call/contact resolution of technical issues related to a wide range of computer applications, systems, and devices associated with STEM-focused teaching and research requiring a broad range of hardware and software technologies across all operating systems, including Windows, MacOS, Linux, iOS, Android, and more. You will help provide a baseline for knowledge sharing, training, and metrics to better develop and measure service excellence standards consistent with the IT mission and goal of providing a seamless user experience.

This role is on-site Monday through Friday to provide supervision and support to the team and proactive customer service to our campus community.

Responsibilities 
 

Manage Service Desk functions

• Ensure the appropriate tools, systems, and access are in place for the Mines IT Service Desk to succeed in providing excellent customer service as the primary customer-facing support team which includes phone, chat, walk-up and ticket-based support requests. 

• Partner with other IT teams to provide Tier 1 & 2 support, triage, and escalate issues as appropriate. 

• Provide regular reports to leadership that measure key performance indicators (KPI), service-level agreements (SLA), and customer satisfaction (CSAT) scores among other metrics to monitor service quality, evaluate team and service performance, and provide feedback to IT teams. In addition, provide usage reports and trends for computer lab software and hardware to enable usage forecasting and to evaluate software licensing needs. 

• Refine and mature an ITSM quality assurance program, ensuring that IT services meet the required standards and expectations of both Mines IT and its faculty, staff, and students.   

• Engage in problem management activities. Participate in the resolution of problems as teams engage. 

• Serve on the Change Advisory Board (CAB) to ensure impacts to customers are considered in our change process. 

• Develop and maintain best practices that are consistent with an ITIL 4-based service desk. 

• Monitor communications to ensure responses are professional, appropriate, and helpful. 

• Drive knowledge centered support (KCS) by providing detailed guidance for capturing, structuring, reusing, and improving the knowledge articles that enable processes, functions, and other capabilities that improve a service provider's efficiency and effectiveness. 

• Using ITIL 4 p