Manager

Description:

Responsible for direct supervision of technicians in the College of Engineering and Computer Science IT Department. Responsible for managing day-to-day operations to ensure end user problems are identified, prioritized, researched, resolved, and followed-up on quickly and competently. Responsible for ensuring that deskside Support staff utilize ServiceNow to document and track IT incidents and requests to track activities and performance necessary for reporting on metrics.

Responsibilities
 

• Oversees all Service Desk staff and activities and ensures end users are receiving proper support.
• Manages all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions.
• Provides first-level investigation and diagnosis, resolving those incidents/service requests that they are able to resolve and escalating those that cannot be resolved.
• Fulfills hardware purchases of end user computer equipment and software.
• Maintains accountability of hardware and administration of inventory documentation.
• Maintains Service Desk staff schedule and approves time off for all Service Desk staff.
• Logs all relevant incident/service request details into the Service Desk ticketing system, allocating categorization and priority codes.
• Assists system administrators with desktop hardware and basic software installation, desktop upgrades, patches, and hot fixes.