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Department Description:
Information Technology Services is a service organization that is integral to the success of the University of San Diego. We succeed only when we meet and exceed the expectations of our customers. We have a passion for excellence and endeavor to set and deliver the highest standards of service, value, integrity, and responsiveness. We celebrate the diversity and power of people, ideas, and cultures. We respect and enrich the academic community in which we operate. We feel a sense of responsibility to lead by examples of creativity, enthusiasm, and loyalty to the University faculty, students, and staff.
University Description:
The University of San Diego, a contemporary and engaged was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of and an earnest confrontation of
Detailed Description:
The Help Desk Manager is responsible for managing all day to day operations at the ITS help desk, including supervision of full-time staff and part-time student employees, from a customer-centric perspective. Management requires thorough understanding of common technical support and customer service call center responsibilities and practices, including triage of calls, documentations, building efficient workflows, staffing and scheduling, quality diagnostics, call volume analysis, knowledge documentation, guidelines/procedure creation and improvement, metrics and data analysis, project management, etc. This individual must possess robust understanding of enterprise-level technology, great communication skills, strong critical thinking skills, astute judgement, and reliable decision-making skills to ensure appropriate routing and resolution of work.
The Help Desk Manager is also responsible for coordinating with internal and external stakeholders to define service level targets, report on and present compliance with these targets, and ensure continuous improvement that will create and maintain a positive and consistent service experience. Additionally, this individual will act as a conduit between the help desk and other groups at USD, including the other branches in ITS, to enable effective communication and collaboration.
Duties and Responsibilities:
Helpdesk Management and Operations
Supervises the help desk staff and student workers; completes standard supervisory responsibilities, such as approving timecards and scheduling
Provides leadership by projecting a positive attitude and modeling professionalism
Emphasizes employee development, encourages learning and professional skills, provides training, and enables employees to use individual and unique skillsets
Possesses great communication skill (defining processes, writing summary reports, communicating critical information with the community).
Up keeping of the helpdesk web pages related to the services provided by the unit
Works in close partnership and communication with the supervisor obtaining approvals and change management procedures.
Facilitates training of all department staff and student workers, including new employee onboarding and monthly trainings
Delegates assignments, projects, and work to employees
Screens applicants, interviews candidates, and processes/recommends individuals for hire, both for full-time staff and student technicians
Conducts performance evaluations on a semiannual basis for student workers, and an annual basis for full-time staff. Provides recommendations for staff merit raises
Determines disciplinary actions that should be imposed on subordinates, with authority to apply such, and/or recommends same to higher level management
Provide daily and weekly reports to the supervisor on issues that the helpdesk does not have knowledge or has clear service level agreement.
Maintains scheduling to ensure help desk coverage during normal business hours, holidays, special events, after hours and on-call support as required
Works closely with technical support partners to define, document, and formalize policies and procedures that meet both internal and external support expectations, including SLAs and escalation expectations
Independently defines and maintains policies and procedures that ensure accurate and repeatable action to all common disruptions to the IT infrastructure
Remains on-call during off-peak hours to respond to support service issues
Maintains competency and enhances professional growth and development through continuing education and conferences
Reviews and updates ITS help desk services offered to meet the needs of the community
Manages and assists with major annual events, such as move-in weekend (Netweek), technology conferences, and new student orientation support
Manages the operations of Student Technology Repairs, including accounting, quality of repairs, purchasing, supply chain, and marketing
Maintains documentation, procedures, service alerts, and notifications for disruptions to campus technology and other disaster recovery
Ensures that all team members are in compliance with safety and privacy regulations
Service Desk Reporting and Analysis
Routinely reports on compliance of ITS service level targets, call volume reports, incidents by type/department/urgency, etc.
Prepares ad-hoc and scheduled reports (weekly, monthly, quarterly, yearly) for distribution to ITS Management for review and analysis
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
Oversight of the ticketing system for appropriate triage and escalation of cases, ensuring all users inquiries are flagged and addressed within the SLA.
Monitors and reports on customer satisfaction sentiment
Uses this data-driven decision making for continual service improvement initiatives and programs
Provide summary of instances and situations that require management's attention.
ITS Tools Administration
Assist with implementation of workflow automations, ITIL processes, and self-service functions
Assist in managing a service catalog, and ensure relevant service information and processes are maintained
Report, refine procedures and workflows related to ITS ticketing system
Maintain knowledge base; ensure KB articles are created, formatted, maintained, published, and retired appropriately and communicated with the respective units accordingly
Obtain approval for new processes and procedure in working closely with the supervisor
Evaluate, train on, and master the help desk system to serve as a subject matter expert
Tier I & II Technical Support and Customer Liaison
Act as an escalation point for complicated and non-standard software and hardware questions submitted to the help desk
Act as an escalation point for complicated and difficult customer service scenarios
Work closely with technical support partners to ensure that sufficient information gathering, analysis, and diagnosis occurs before escalation
Maintains working knowledge of currently deployed IT services and applications
Identify issues with common root causes, performs root cause analysis, and collaborates to facilitate speedy resolution
Oversight of vendor supported services and products such as Bomgar and Knowbe4.
Plan and administer workflows for seamless operation
Act as backup support for first and second tier support, including phone support, walk-in support, and email support
Work closely with the OneStop department to assure optimal customer service.
Other Duties as Assigned by Supervisor
Special Conditions of Employment:
Vacation opportunities may be limited August through September and during semester finals. May be required to work variable hours and overtime, including weekends. Must be available to respond to escalations during evenings, weekends and holidays.
The University of San Diego is requiring all employees to follow our Covid-19 vaccine requirement process.
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Job Requirements:
Minimum Qualifications:
A Bachelor's degree from an accredited higher-education institution and three progressive/consecutive years of relevant experience; two additional years of relevant experience may substitute for the degree requirement.
Minimum five years of experience managing staff and/or projects
Minimum three years’ experience and knowledge of: Microsoft Windows, Microsoft Office, antivirus software, VPN clients, Mac OS, iOS, and Google Suite.
Experience deploying, configuring, administrating, and using an enterprise-level ITSM tool
Excellent written and verbal communication skills
Experience in dealing with difficult interpersonal situations
Must be a team player, collaborative in nature and in practice, possess strong communication skills, and a strong customer-centered philosophy in alignment with the unit.
Preferred Qualifications:
Experience as a Helpdesk Manager in a higher education setting
ITIL Foundations Certification
ITSM tool management
A+ Certification
N+, MCP (Microsoft Certified Professional)
Performance Expectations: Knowledge, Skills and Abilities
Demonstrated expertise and proficiency in diagnosing complex hardware and software problems; ability to articulate diagnoses and solutions at varying levels of technical sophistication
Proficiency in training and supervising employees
A strong team player, works effectively under pressure and has the ability to multitask
Excellent interpersonal communication skills that ensure high quality interactions with faculty, administrators, staff, and students
Exceptional documentation skills - short and long term needs
Provide surprise-free information to the supervisor and obtain approval before turning them into new and approved workflows.
Exercise proper judgment taking care of client computers and sensitive data
Utilizes effective time management and organizational skills; sets and meets deadlines
Commitment to quality, customer-oriented service
Ability to work independently with minimal supervision
Reliable and punctual
Adaptable and a quick learner; able to work in a dynamic environment
Familiarity with standard technology applications and concepts, including Mac and Windows operating systems, email systems, Microsoft office, G Suite, antivirus software, wireless networking, etc.
Able to lift 50 pounds (monitors, printers, scanners, etc.)
Posting Salary:
$6,025.42 - $10,845.75 per month; Excellent Benefits
The University of San Diego offers a very competitive benefits package including; medical, dental, vision, a retirement contribution given to you by the University, and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer.
The range provided in this job posting is the full range of the position grade and not necessarily reflective of actual compensation that may be offered or earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors including departmental budget.
Special Application Instructions:
Resume and Cover Letter Required
Click Apply Now to complete our online application. In addition, please upload a cover letter and resume to your application profile for the hiring managers' review. If you have any questions or difficulties please contact the Employment Services Team at
Additional Details:
Hours: 37.5 hours per week