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IT Service Center Manager

09/12/2022 3:02 PM | A'zia Garrett

Job No: 500336
Work Type: Staff Full Time (1500 hours or greater)
Location: Dayton, OH
Category: University Staff
Department: IT Serv Cntr - 206821
Pay Grade: B - Exempt
Advertised: September 12, 2022
Applications close: Open until filled

Click Here to Apply!

Join UDit, where we strive to creatively, efficiently and rapidly identify, build, secure and sustain the information infrastructure, knowledge systems and support processes that make possible the excellent work of our University for the Common Good. We invite qualified applicants to apply for our IT Service Center Manager opening! This is a full time benefit eligible position that offers health, dental and vision insurance, retirement, disability, tuition assistance for employee and dependents, vacation/sick accrual and holiday pay.

The IT Service Center Manager is responsible for the daily operation and delivery of IT services within our IT Service Center including the walk-in help desk, call center and auxiliary support sites. The role will also be responsible for making sure just-in-time support for campus learning spaces is provided within agreed upon SLAs. Daily responsibilities include reviewing tickets entered and routed by the IT Service Center for accuracy and thoroughness, driving knowledge centered support, and monitoring SLA compliance. Additionally, the role performs elevated troubleshooting and remote assistance for faculty, staff and student systems. The IT service center manager will also perform supervisory/managerial duties of personnel within the IT Service Center. This position will mentor students within the IT service center field. The ability to work collaboratively with campus partners to analyze support trends, create streamlined support processes and ensure compliance to those processes is key to the role. This position may be required to work extended hours during the evening or weekend.

Minimum Qualifications
Bachelor’s degree OR 5 years of experience in IT customer support services
Prior experience in a call center or walk-in support environment
Strong understanding of KPI’s, IT metrics and data analysis
Previous experience supervising or coaching employees
Experience interacting with clients under pressure
Experience with Windows and Mac operating systems
Ability to learn and retain knowledge
Proven ability to troubleshoot and diagnose issues
Excellent customer service skills
Proven team player
Exceptional oral and written communication
Valid drivers license with low risk driving record

Preferred Qualifications

While not everyone may possess all of the preferred qualifications, the ideal candidate will bring many of the following:

Higher Education IT experience
Previous experience supervising and coaching student employees
ITIL or KCS certification
Experience with ITSM applications
Industry recognized technical certification
Experience working with socially and culturally diverse communities

Special Instructions to Applicants

To apply please submit a cover letter addressing each minimum qualification and any applicable preferred qualifications that you meet.

A federal court on December 7, 2021, issued a ruling that suspends the COVID-19 vaccine requirement that applies to federal contractors nationwide. With this development, the University will pause any enforcement action against employees who have not complied with the requirement to be fully vaccinated by Dec. 8, 2021 or to have requested an exemption to maintain their employment status.

The University will continue to monitor the state of the pandemic on campus and in the community as well as developments in federal and state requirements, and also will continue to regularly consult with public health officials and our medical panel. As has been the case throughout the pandemic, our protocols and requirements are subject to change depending on conditions on campus or in our community, and government requirements.

Informed by its Catholic and Marianist mission, the University is committed to the principles of diversity, equity, and inclusion. Informed by this commitment, we seek to increase diversity, achieve equitable outcomes, and model inclusion across our campus community. As an Affirmative Action and Equal Opportunity Employer, we will not discriminate against minorities, women, protected veterans, individuals with disabilities, or on the basis of race, color, national origin, religion, sex, sexual orientation or gender identity.

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