Manager of ITS Support Center

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

Under the direction of the Vice President of Information Technology Services, the Support Center Manager oversees the Service Desk support to the MBI organization.

The Support Center Manager will direct the customer service activities of the Support Center to fulfill the ITS Core Services Catalog and SLAs and is responsible for directing and managing employees assigned to the Chicago campus Service Desk.

This position will be responsible for maintaining high compliance to Information Technology Infrastructure Library (ITIL) best practices for service management.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Directs the daily operations of ITS Support Center, acting as the first point of contact for ITS service requests, in order to meet the Core Services Catalog and Service Level Agreement (SLA) outcomes based on ITIL service management.
• Oversees the initial response to reported incidents, in person and over the phone, according to developed support processes.
• Provide service desk function as necessary including dispatching, phone, and classroom support.
• Responsible for Tier 1 Support 1st Point of Contact for ITS services.
• Provide superior customer service and support in all aspects of customer requests entering incidents, resolving problems and closing calls, forwarding service desk requests, and incident follow up / ownership to the satisfaction of the customer.
• Consult with Technical Services team for additional service when necessary.
• Responsible for the management of Checkout Equipment at Support Center, including purchase of new items as needed.
• Oversee Tier 0 and 1 customer Support.
• Maintain Support Center knowledge base.
• Manage incoming support phone calls via the Call Tower system.
• Manages service desk staff, overseeing hiring, training, scheduling work assignments and conducting evaluations.
• Responsible for interviewing and hiring Service Desk staff.
• Meet regularly with Service Desk staff.
• Oversee Service Desk training and development program.
• Conduct semesterly evaluation sessions with Service Desk student worker staff.
• Monitors service indicators, evaluates user-satisfaction levels based on SLAs and ITS Core Services Catalog, and makes recommendations for improvement.
• Ensures the knowledge base is properly updated and utilized by Service Desk staff.
• Monitor Customer Satisfaction Survey results.
• Provide a weekly report on benchmarks.
• Provides first line support for all ITS printers. Working with our vendor, coordinates the procurement and replacement of printers as needed.
• Performs related and special duties as assigned.

Minimum Requirements

• Experience with supported software and hardware.
• Excellent interpersonal and customer-service skills.
• Strong leadership skills.
• Previous experience in a supervisory role.
• Associate's degree in information systems or a related discipline.
• Authorized to work in the US legally without sponsorship.

Preferred Requirements

• Professional certifications such as A+ cert., HDI, or experience with the Information Technology Infrastructure Library (ITIL) also are valuable.
• Bachelor's degree in information systems or a related discipline.

Work Environment / Conditions

This job operates in a professional office environment at Moody’s Chicago campus. This role routinely uses standard office equipment such as computers.

The noise level is usually low to moderate. This is a full-time position that regularly works 38.75 hours per week from Monday through Friday.

Due to the high level of student interaction, it is expected that this position typically works onsite three days a week and remotely two days a week.

There may be occasional evening and weekend work required as job duties demand.

Travel is primarily during the business day, although some out-of-the-area and overnight travel may be expected.

Additional Information

Moody Bible Institute is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation.

Candidates must align with MBI’s Christian identity. Employees are expected to sign a Statement of Faith and adhere to the Community Standards.

We comply with all applicable laws pertaining to nondiscrimination on the basis of race, color, national origin, sex, age, disability, and any other applicable legally protected category.

As a religious institution, we have the right to, and do, require that employees hold beliefs consistent with our Doctrinal Statement and conduct themselves in a manner consistent with our religious beliefs, as explained in our Community Standards.

J-18808-Ljbffr