SUMMARY

This position is responsible for the daily operations of a call center, walk-in support, classroom technology support including audio-visual; and desktop hardware/software support. In providing exceptional customer service and in ensuring client facing technologies meet operational defined Service Level Agreements (SLAs), the incumbent collaborates with cross-departmental IT areas. They will work with contractors, service providers; and will supervise several IT staff while also managing the daily activities of GVSU student employees. 

PRIMARY DUTIES

1. Develops and monitors performance measures; ensures that IT services and support provided to the GVSU community members meet defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) as well as quality assurance standards. 
2. Organizes, controls, and oversees the Call Center/Service Desk operations; audits tickets and call center records as needed, initiates, and conducts IT Services’ surveys for process improvement and to reach customer excellence. 
3. Prepares and manages allocated resources, including time and activity management of the assigned students and staff; develops and manages the hardware inventory system and maintenance schedules to ensure proper implementation of equipment life cycle process. 
4. Develops and provides regular progress reports; analyzes and mitigates risks; assists in the development of standards operating procedures and practices to ensure a stable and effective IT Service support environment. 
5. Supervises staff and student workers, leading their personal development, coaching, and guiding their activities; and provides hands-on support as needed in the execution of the team’s duties, ensuring ongoing communication and interactions with subordinates. 
6. Works closely with the other IT Services management counterparts to ensure equitable support of GVSU’s campuses and community; provides backup support for leadership when they are unavailable. 
7. Establishes professional relationships with stakeholders, end-users, and external clients to support IT projects and service improvement (this includes contractors, vendors, counterparts at other Universities, etc.). 
8. Oversees major and minor IT Services related projects from conception to completion as they pertain to the applicable campus or remote GVSU locations. 
9. Keeps informed to ensure compliance with applicable regulations and rules.
10. Performs other duties as required/assigned by manager.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• A master’s degree or equivalent of a master’s degree; AND two (2) years of work experience in Information Technology Management, IT Helpdesk, IT ServiceDesk or an IT call center of any type.

OR,

• A bachelor’s degree or equivalent of a bachelor’s degree; AND five (5) years of work experience in Information Technology Management, IT Helpdesk, IT ServiceDesk or an IT call center of any type.
• Experience supervising staff and scheduling and assigning work to various IT support teams.
• Experience in monitoring the progress and evaluating the performance of staff.
• Experience working with Windows OS and Macintosh iOS and Information Technology Management System (ITMS).
• Previous supervisory experience

KNOWLEDGE, SKILLS AND ABILITIES PREFERRED

• Experience with audio-visual and classroom technologies.
• Experience with the repair of both Mac and PC hardware.
• Good understanding of Customer Relationship Management (CRM) or any IT ticketing systems. 

WORKING CONDITIONS

Normal office environment.  Some travel may be required with ability to serve at both the Allendale, Michigan and Grand Rapids, Michigan campuses, including high mobility at other GVSU locations on temporary duties as assigned by the supervisor.  

Physical Demands: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individual currently holding this position and additional duties may be assigned.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.

Salary: Commensurate with experience

Department/Division: IT Services/Information Technology

Campus: Grand Rapids

Application Deadline Date: The review of applications will begin January 26, 2023 and the posting may be closed at any time at the discretion of the university.

How To Apply: Please include a letter that specifically addresses how skills, education and experience relate to the position announcement and a resume. The online application will allow you to attach these documents electronically. On the application, you will be required to provide names, phone numbers, and e-mail addresses for three professional references. If you need assistance, call Human Resources at 616-331-2215.