Manager, Service Desk

Job Description

About the University of Notre Dame:

The University of Notre Dame is a prestigious and renowned institution committed to excellence in education, research, and community engagement. We are seeking a Manager of the Service Desk to join our team.

At Notre Dame, we believe in creating an environment where all individuals feel valued, respected, and included. We are committed to diversity in all its forms and actively seek candidates from underrepresented backgrounds. We encourage applications from individuals of all races, ethnicities, genders, abilities, and perspectives.

Job Summary

The Manager of the Service Desk within the Office of Information Technology (OIT) will lead a dynamic team responsible for providing exceptional technical support to the University of Notre Dame’s faculty, staff, and students. This role will ensure the efficient operation of the Service Desk, deliver outstanding customer service, and foster continuous improvement in the delivery of IT support services.

The OIT Service Desk is a shared service that provides responsive, centralized support for standard computing devices and software and a single point of contact for telephone and deskside support to the Notre Dame community. Support includes handling phone calls (including remote connecting to computers when needed), electronically submitted questions, and walk-in customers requesting assistance with OIT services and desktop applications. Additionally, the Service Desk supports computer imaging, inventory management, computer ordering and installation, and provides standard technical support to partnership areas. This service is provided by leveraging in-depth troubleshooting skills to identify, diagnose, and resolve computer-related and telephone problems, as well as great communication and customer service skills to match the outstanding service provided by this team.

Key Responsibilities

Leadership and Management

• Supervise, mentor, and coach a team of Service Desk technicians, promoting a culture of excellence and professional development.
• Work closely with the Director to innovate and develop strategic plans for the Service Desk services and staff.

Customer Service

• Implement and monitor quality assurance KPIs to ensure Service Desk staff consistently provides outstanding service that meets the quality standards expected by the university.
• Maintain plans to ensure business continuity during university closures, times with increased workload, and staff changes.
• Act as an escalation point for complex technical and customer service issues, providing guidance and support.

Process Improvement and Automation

• Oversee the development of standard operating procedures (SOPs) for all Service Desk activities including documentation, training, and ongoing coaching.
• Maintain KPIs to discover opportunities for process improvements.
• Consistently seek and implement ways to leverage automation to continue improving services.

Collaboration

• Work closely with other OIT departments and IT@ND colleagues to represent the Service Desk and ensure the team outcomes align with university and stakeholder goals and values.

Communication

• Facilitate effective communication between the Service Desk and the university community regarding IT issues, updates, and Service Desk changes.

Planning and Coaching

• Maintain plans to ensure business continuity during university closures, times with increased workload, and staff changes.
• Coach and develop Service Desk staff to create pipeline opportunities for future staff needs.

Training

• Assist with training and mentoring of new Service Desk staff, students, and Temp/On-Call employees.

Project Work

• Represent Client Experience on IT projects and committees to aid in planning support and change management activities for new and evolving services.

We encourage anyone with interest to apply, even if you don’t have all of the skills mentioned above. As a professional in the ever-changing fields of technology and education, the selected candidate can expect to continue to develop in these areas through structured professional development programs, experiential learning, and self-directed growth. Our team invests in helping each other learn and grow along with our industry. You will be supported in your desire for well-being, life-work integration, and professional growth and development.

Minimum Qualifications

Minimum Qualifications

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work closely with key campus partners to ensure the Service Desk is well understood and received positively.
• Strong background in creating and maintaining metrics to demonstrate the effectiveness of a service.
• Demonstrated experience leading highly effective teams.
• Understanding of ITIL (Information Technology Infrastructure Library) best practices and service management frameworks.

Preferred Qualifications

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