Service Desk Manager

• Deskside Support Services via on-site (in person) remote telephone and email including support for scientific software and peripherals.
• End user training for supported hardware and software.
• Meet with customers principal investigators senior investigators and team members on a regular basis.
• Provides IT training/overview for supported hardware and software as needed to customers.
• Maintaining of all IT and AV equipment on all conference rooms and team room.
• Imaging and configuring of new and/or existing workstation or laptop.
• Configuring and deployment of mobile devices and tablets.
• Configuring and troubleshooting of computer peripherals.
• Software installation and configuration as needed.
• Perform cyber security related tasks for remediation and patching.
• Work together with IT Engineering and ISSO team for manual remediation of tasks and deployments.
• Perform analysis and provide forecast of IT inventory estimate 6 months in advance prior to next fiscal year.
• Performs and support for technology hardware refreshes of end user devices.
• Provide Tier 2 Desktop Support and Tier 3 Scientific Engineering Support services via on-site (in person) remote telephone unified communication software such as MS Teams and via email including support for scientific and non-scientific hardware and software as well as scientific/research and non-scientific computer peripherals.
• Perform technical troubleshooting and exceptional customer service for Mac Linux Windows and desktop laptop iOS phone and tablet platforms printers multi-function copiers fax VoIP desk and soft phones.
• Support for hardware refreshes of end user devices.
• Support of desktop and laptop research/scientific and non-scientific hardware and software.
• Support of fax desk and soft VoIP phones fax network printers and multi-function devices (MFD).
• Support of research/scientific and non-scientific computer peripherals and devices.
• Inventory report of tracking and management of all hardware software peripherals and accessories used by all staff.

• Bachelors degree from an accredited college or university
• Experience as Service Desk Team leadership
• Experience with managing customer expectations and delivering the highest quality customer service
• ServiceNow expertise for queue management and ticket fulfillment.
• Oversee and manage a team of IT Support technicians including training coaching and performance monitoring.
• Provides leadership and direction to IT Support team fostering a collaborative and high-performance work environment.
• Ensures that IT Support tickets adhere to high quality standards meet ticketing SLAs and meet the expectations of customers.
• Ensures that IT Support staff provide timely and effective support to end-users resolving technical issues and fulfilling service requests in a professional and customer-focused manner.
• Coordinate the response to and resolution of IT incidents ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.
• Analyze recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.
• Monitor service level agreements (SLAs) for IT support services ensuring that performance meets or exceeds agreed-upon targets.
• Manage the escalation of complex or high-priority issues to appropriate technical teams or management ensuring timely resolution and communication to affected stakeholders.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.