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Working Title:

Service Desk Operations Lead - Information Technology Spec 2

Institution:

Saint Paul College

Classification Title:

Information Technology Spec 2

Bargaining Unit / Union:

214: Minnesota Association of Professional Employees

City:

St. Paul

FLSA:

Non Job Exempt

Full Time / Part Time:

Full time

Employment Condition:

Classified - Unlimited

Salary Range:

$28.18 - $45.82

Job Description

 

Job Summary:

 

The Saint Paul College Information Technology and Institutional Effectiveness department is dedicated to meeting the evolving educational, academic, and administrative technology needs of our community by fostering knowledge, skills, and values in a supportive environment. We are committed to inclusive excellence and preparing all students and employees for success. Effective communication and collaboration within a diverse community are essential for this role.

This position is responsible for providing lead direction for the day-to-day operations of the Service Desk, focusing on customer support, ticket resolution, and managing support operations, as well as administering and managing the IT Service Portal, which encompasses Ticket Management, Asset Management, Project Management, and Change Management. The incumbent provides lead work direction and training to Service Desk staff and supports the supervision of Service Desk student employees. The incumbent is responsible for providing technical support to students, faculty, and staff and works closely with other Information Technology staff to analyze and troubleshoot reported issues. In addition, the incumbent operates the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics. The incumbent also participates in creating documentation and training materials for students, faculty, and staff.

 

Job Duties:

 

• IT Service Operations Lead

• Technical Support

• Service Desk Administration

• Communications and Training

• Other Duties

 

 

Salary Range:

 

The salary range for this position is $28.18 - $45.82 hourly.

 

 

Minimum Qualifications

 

• Three (3) years of experience providing technical support (an Associate’s degree can substitute for 6 months of experience; a Bachelor’s degree can substitute for 1 year of experience) in an enterprise environment that includes a combination of the following:

  • Responsible for providing technical support via the phone, in person, and via written responses;

  • Experience using a service desk ticketing tool like ServiceNow, Remedy, or TeamDynamix;

  • Experience supporting issues across a broad set of applications and operating systems;

  • Experience with Active Directory and Office 365.

• Experience with developing and documenting technical processes and procedures to support end users;

• Working experience with networking, wireless, and VPN services;

• Working experience as a member of cross-functional teams.

 

 

Preferred Qualification 

 

• Experience in IT Service Management tool administration;

• Experience providing lead work direction;

• Experience analyzing tickets or incidents to identify trends and problems, develop KPIs, SLAs, and other recommendations to improve customer service, service delivery, and technician training;

• Working experience in providing Tier 2 and higher technical support;

• Experience applying best practices in project management to improve the delivery of technical services;

• Experience working in a higher education environment;

• ITIL Foundations training and certifications.

 

 

Required Application Materials: 

Please ensure you have the following items submitted with your application: 

• Cover Letter 

• Resume/CV

Other Requirements

 

 

Applicant resumes and cover letters