Service Desk Manager

Who We Are:

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses.  Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty.  Learn more about CU System Administration .

University Information Services (UIS) provides technical services and enterprise applications to the University of Colorado’s (CU) four campuses and the Office of the President. UIS is committed to excellence in customer service, technical expertise, and the development of enterprise applications responsible for supporting CU’s students, faculty, staff, and others.

The Service Desk is part of the Enterprise Cloud Services team in UIS and provides desktop support, A/V support, ordering support, and Tier I call-center support for System Administration employees. System Administration employees rely on the expertise of the UIS Service Desk to make their use of technology as seamless as possible.

Position Summary:

The Service Desk Manager is responsible for ensuring day-to-day Service Desk operations run smoothly, with formal management of four full-time service desk technicians, and two part-time student technicians. The manager is charged with building and motivating a team to exhibit a positive, helpful, listening approach to solving customer inquiries, and ensuring operating procedures promote service-first interactions.

This position reports to the Director of Enterprise Cloud Services and is exempt from the State of Colorado Classified System.

Where You Will Work:

This position has the ability to work in a hybrid remote environment, with expectations of on-site coverage.

Diversity and Equity:

The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.

Duties & Responsibilities:

• Provide the highest level of customer service in all interactions, maintaining a customer centric team environment
• Develop and maintain positive relationships with System Administration constituents, vendors and internal UIS partners
• Update customer support policies and procedures, and knowledge base entries to ensure consistent and appropriate response to future incidents of a similar nature.
• Maintain expertise in supported applications and operating systems
• Provide best-practices for the team of Service Desk technicians on ticket monitoring, updates, interactions and customer approach for written, phone and in-person interactions
• Identify trends and make recommendations for operational improvements for the Service Desk
• Recognize and refer escalated matters to appropriate support staff, assess urgent and high-priority tickets
• Manage the procurement of all CU Systems endpoints
• Send and oversee RAVE’s as appropriate
• Hire, train, mentor, manage and motivate technicians to achieve high performance
• Oversee the design and delivery of technician training programs
• Monitor tickets, calls and interactions for quality assurance

What We Offer:

Salary: The anticipated hiring range has been established at $74,000-$76,000.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Benefits: The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision and Wellness
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
  • Vacation Days: 22
  • Sick Days: 15
  • Holiday Days: 10
• Tuition Benefit: System employees have the benefit on all campuses 
• ECO Pass: RTD Bus and light rail service
• Additional Perks & Programs: Click here to access a few more Perks and Programs

Click here to access our Total Compensation Calculator to see what your total rewards could be at CU. This position is a University Staff position.

Additional taxable fringe benefits may be available.

More information on benefits programs, including eligibility, is available at www.cu.edu/employee-services/ .

Qualifications:

Minimum Qualifications:

Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications.  You must meet all minimum requirements listed at the time of application to be considered for this role.

• Five (5) years’ experience working in an IT helpdesk or service desk which includes:
  • Analyzing and troubleshooting computer systems, software, peripherals, and A/V equipment
  • Working in a high-traffic customer service setting
  • Working with a remote troubleshooting tool
• One (1) year of experience in a team lead or supervisory role, which includes assigning and reviewing the work of others, providing guidance to internal and external team members, and assisting management with performance reviews (this requirement may be substituted by formal leadership training)

Preferred Qualifications:

• Seven (7) years’ experience as described above
• Two (2) years’ experience in a team lead or supervisory role
• ITIL Foundations
• Dell Certifications
• CompTIA A+, Net+, Security+ Certifications
• Experience providing support to executive level customers
• Experience with Cherwell Service Management
• Experience with SnipeIT
• Experience managing a service team
• Working within an institution of higher education

Knowledge, Skills, and Abilities:

• Customer service orientation with excellent communication (oral and written) and interpersonal skills to effectively interact with technical and non-technical staff at all levels, as well as outside clients and vendors.
• Ability to operate with flexibility in a fast-paced and evolving team environment, learn quickly and appropriately prioritize with simultaneous initiatives.
• Knowledge and understanding of UIS’ catalog of services, products, and related customer segments
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others
• Employee management, supervision, and team building skills, including the ability to communicate effectively, manage conflict, reward good behavior, and establish and maintain accountability
• Negotiation skills, including the ability to listen, build rapport, solve problems, make decisions, be assertive, and deal with difficult situations
• Collaboration skills, including the ability to work with others from different areas and backgrounds to reach a common goal by sharing knowledge and strategy and maintaining constant communication
• Computer skills, including the ability to utilize Microsoft Office programs (i.e. Word, Excel, PowerPoint, Outlook, Teams, Visio, SharePoint, Project, etc.), IT Service Management Tool (i.e. Cherwell) and learn and experiment with new software and systems
• Ability to think critically and analyze complex requirements
• Ability to work in a technically complex environment
• Knowledge of team management and leadership best practices
• Skilled in troubleshooting complex issues
• Strong attention to detail
• Ability to manage work queues and priorities for direct reports

COVID-19:

The University of Colorado has a requirement for COVID-19 vaccinations and full completion of the attestation form within the first 30 days after hire date.  Information regarding this requirement, and exemptions can be found at https://www.cu.edu/vaccine-requirement

How to Apply:

For full consideration, please attach the following as separate documents to your application:

Please ensure you check the “Job Specific Attachments” box next to each document on the “Required Documents” page of the application for the appropriate documents to be attached.

When to Apply:

For full consideration completed applications must be submitted by November 7, 2022.  Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*

Background Check Statement:

The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.

ADA Statement:

We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting.  Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: [email protected] .