Job Listings

IT Service Desk Manager

Company:
Buena Vista University
Job Location:
Storm Lake, Iowa
Category:
IT Support and Training

Summary: 

Buena Vista University (BVU) has an opening for an IT Service Desk Manager. This position is responsible for the end-user computing experience. This includes nurturing and developing a service-oriented mindset for student workers, owning and overseeing technology supporting end-users, and ensuring successful rollout of technology projects and products to students, faculty, staff, and campus guests. This position is also responsible for recruiting and training student workers, actively participating in technology-related projects, and ongoing professional development. 

Primary responsibilities: 

The IT Service Desk Manager is responsible for the University’s Service Desk (2Fix). Managerial and leadership responsibilities including hiring, training, scheduling, and managing a staff of up to fifteen student workers. Technical responsibilities include planning, configuration, administration, and maintenance of end-user facing tools and technologies. Overall responsibilities include but are not limited to: 

  • Provide Tier 1 and Tier 2 technical support as needed in person and remotely 
  • Provide full management and leadership of student workforce within the Service Desk. Ensure that student workers receive top-tier opportunities for co-curricular experiential learning by being direct contributors as part of ITS staff. 
  • Train student and career staff as needed to support the furtherance of the university’s mission. 
  • Cultivates positive, productive relationships with students, faculty, staff, and guests and ensures they receive all the support they need 
  • Proactively monitor and oversee Service Desk activities and workflows to identify and engage in opportunities to provide higher quality and broader support and services. 
  • Provides high quality documentation and ensures that student staff are properly documenting as required to support internal and external business processes 
  • Act as advocate for users in the escalation of support tickets through ITS, involvement in incident management processes, or creating connections between users and those who can provide the appropriate assistance. 
  • Proactively develop IT Service Management processes which would benefit the university. Partner with other ITS staff and stakeholders throughout the university in the development of Enterprise Service Management. 
  • Monitor and inform ITS leadership and others as necessary regarding security practices and controls according to institutional policy and industry best practices. Train others and identify opportunities to improve the cybersecurity posture of the university and work with others to ensure the security of university data. 
  • Oversees the management, use, training and expanded use of Windows, Microsoft 365, and other technology products. 
  • Assist in development and management of technology hardware and software inventories. Provide accountability for University owned technology equipment falling under the responsibility of the Service Desk. 
  • Proactively research, develop, and maintain hardware and software standards 
  • Develop, maintain, and perform configuration, imaging, and management of University owned technology equipment falling under the responsibility of the Service Desk 
  • Perform onboarding / offboarding training and activities in technology and related services 
  • Collaborate with other ITS staff, and provide backup and support for other roles as needed 
  • Contribute to the advancement of the department and university by performing other duties as required 

Education and Experience: 

  • Four-year degree in related field or an equivalent combination of education and experience including a minimum of six years of experience in a Service Desk support role, preferably in a university setting 
  • Demonstrated ability to lead technical staff 
  • Demonstrated ability to seek out and provide added value to others

Knowledge, Skills and Abilities: 

  • Strong customer service skills 
  • Strong analytical skills and attention to detail 
  • Extensive experience using and supporting PC desktops and laptops, printers, Microsoft Windows, and Microsoft Office 
  • Experience using and supporting the Microsoft365 suite of programs 
  • Demonstrated engagement in a continuing program of personal and professional development 
  • Interest in and ability to interact professionally and effectively across all levels of an organization 
  • Interest in and ability to manage and prioritize multiple projects and tasks and work independently with little supervision 
  • Interest in and ability to manage staff 
  • Interest in and ability to train others, including new-hires and non-technical users 
  • Interest in and ability to read, interpret, and apply technical documentation 
  • Interest in and ability to perform job duties with the utmost integrity and adherence to institutional policy 

Buena Vista University

Buena Vista University is located on the shores of beautiful Storm Lake, a 3,200-acre natural lake located in Northwest Iowa. Since 1891, we have prepared students for lifelong success and blended liberal arts with real-world applications. BVU expands access to a quality education by empowering the people who propel Iowa forward in order to power rural vitality and personal prosperity. We foster an environment based on success both for our students and our employees, and we strive to build and support a diverse community. BVU firmly stands behind our motto, Education for Service, and was recently awarded the 2020 Carnegie Community Engagement Classification.

In Storm Lake you will find impressive amenities perfect for families, students, young professionals, and retirees alike. Residents and visitors enjoy an energetic downtown that is home to a variety of locally-owned retail stores that complement several national chains. There is an array of shopping, dining, and professional services, as well as a vibrant arts and multicultural environment. We are a diverse community in both population and opportunity. Most important, Storm Lake residents enjoy a relatively low cost of living and a high quality of life. Learn more at BVU.edu/StormLake.

Application Process

Please submit letter of application and current resume. Review of applications will begin immediately and will continue until the position is filled.

Buena Vista University is an EOE/ADA/Smoke-Free Employer, and especially welcomes applications from individuals who will contribute to any aspect of the university’s diversity.

This position is not eligible for an employer-sponsored visa and all applicants must be currently authorized to work in the United States on a full-time basis.

A background check will be conducted on the final candidate. 

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