IT Service Desk Manager

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Type of Position:
Professional Staff – Project/Program Administration

Workstudy Position:

No

Job Type:
Regular

Work Shift:
Day Shift (United States of America)

Sponsorship Available:

No

Institution Name:
University of Arkansas System

Since its inception, the University of Arkansas System has developed a tradition of excellence that includes the state’s 1871 flagship, land-grant research university; Arkansas’s premier institution for medical education, treatment and research; a major metropolitan university; an 1890 land-grant university; two regional universities serving southern and western Arkansas; five community colleges; two schools of law; a presidential school; a residential math and science high school; a 100 percent-online university and divisions of agriculture, archeology and criminal justice. The individual entities of the UA System maintain cooperative strength as well as diverse offerings that exhibit unmatched economic and social impact to the state.

The UA System provides communities in Arkansas with access to academic and professional opportunities, develops intellectual growth and cultural awareness in its students and provides knowledge and research skills to an ever-changing society. The system enrolls more than 60,000 students, employs over 17,000 employees, and has a total budget of over $2 billion. An intrinsic part of the texture and fabric of Arkansas, the UA System is a driving force in the state’s economic, educational and cultural advancement.

Department:
Enterprise Services

Department’s Website:

Summary of Job Duties:
The IT Service Desk Manager is responsible for monitoring, analyzing, reporting, troubleshooting and completion of tickets for the University of Arkansas System. The Manager position is internal and external customer facing and requires solid organizational and interpersonal skills along with excellent ability to follow through. The Manager will work with the team to provide leadership in implementing and maintaining service management processes including incident management, a service catalog, knowledge management, process mapping, and service level agreements. The Manager is a key component of ensuring operational credibility for by managing the performance of Level 1 and Level 2 services while supporting clients and ensuring that service levels are met or exceeded. Beyond daily oversight of the Service Desk, the Manager will build on current successes in service management by continuous improvement efforts in incident management, problem management, knowledge management, and service request processes.

Qualifications:

Minimum Qualifications:

• The educational equivalent of Bachelor’s degree from an accredited institution of higher education
• At least five years of experience leading or managing projects within the area of information technology
• At least three years of experience leading an information technology service desk
• At least three years of supervisory experience

Salary Information:

Commensurate with education and experience

Required Documents to Apply:

Cover Letter/Letter of Application, Resume

Optional Documents:

Additional Information:

Recruitment Contact Information:

Nathan Nolen
AVP of Enterprise Services
nnolen@uasys.edu

All application materials must be uploaded to the University of Arkansas System Career Site https://uasys.wd5.myworkdayjobs.com/UASYS  

Please do not send to listed recruitment contact.

Pre-employment Screening Requirements:
Criminal Background Check, Sex Offender Registry

The University of Arkansas is committed to providing a safe campus community. We conduct background checks for applicants being considered for employment. Background checks include a criminal background check and a sex offender registry check. For certain positions, there may also be a financial (credit) background check, a Motor Vehicle Registry (MVR) check, and/or drug screening. Required checks are identified in the position listing. A criminal conviction or arrest pending adjudication or adverse financial history information alone shall not disqualify an applicant in the absence of a relationship to the requirements of the position. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

The University of Arkansas is an equal opportunity, affirmative action institution. The university welcomes applications without regard to age, race, gender (including pregnancy), national origin, disability, religion, marital or parental status, protected veteran status, military service, genetic information, sexual orientation or gender identity. Persons must have proof of legal authority to work in the United States on the first day of employment. All applicant information is subject to public disclosure under the Arkansas Freedom of Information Act.

Constant Physical Activity:
Manipulate items with fingers, including keyboarding, Repetitive Motion, Sitting

Frequent Physical Activity:
Hearing, Talking

Occasional Physical Activity:
Walking

Benefits Eligible:
Yes