Manager, IT Service Desk (Salt Lake City Office)

The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets;

experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current range is :

Pay Range : $70, - $115,

If you’re passionate about building a better future for individuals, communities, and our country and you’re committed to working hard to play your part in building that future consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals.

The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders.

Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Essential Functions and Responsibilities :

• Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and / or perform Level 1 issues.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.
• Train, coach, and mentor Service Desk Technicians and other junior staff.
• Assist in development of reporting to end-users.
• Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis.
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.
• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions.
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
• Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• 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.
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.
• Coordinates training requirements of Help Desk personnel.
• Contributes to departmental productivity and development objectives by participating in training programs.
• Provides leadership by projecting a positive attitude and providing learning incentives.
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s).
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions.
• Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.
• Maintains competency and enhances professional growth and development through continuing education and conferences.
• Serves as the around-the-clock contact for all related support issues, providing advanced first level IT support.
• Meets with IT technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort.
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by CTO.
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position.
• Demonstrated management and decision-making skills concerning Information.
• Systems policies, processes and procedures, with a proved track record of completing tasks and / or project within budget and on schedule.
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment.
• Remains on-call during off-peak hours to respond to support service issues.
• Performs other duties and responsibilities as assigned by the Chief Technology Officer.
• Ensure incidents and service requests are managed effectively to SLA.
• Ensure consistent performance to internal KPIs targets or to exceed performance.
• Ensure the level of incidents are being continually driven down.
• Performs other related duties as assigned.

Knowledge, Skill and Abilities :

• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Competencies :

Organizational Impact :

• Manages a team that focuses on executing the operational plans for the job area with measurable contribution to the achievement of results of the department, function, or office.
• Assigns and distributes work.
• Compiles data to prepare budgets.

Problem Solving and Decision Making :

• Responsible for making moderate improvements of processes or systems to enhance performance of the job area.
• Assignments received and problems faced are broad and undefined, and occasionally require use of analytical concepts, investigation, and knowledge from prior experience.

Communication and Influence :

• Communicates within job area and occasionally with external groups. External facing professionals ( Admissions) communicate more regularly with external groups on routine matters.
• Ensures compliance with University policies and procedures within job area and may influence others outside of job area to justify and gain cooperation for policies, practices, and procedures.

Leadership and Talent Management :

Manages / Supervises a team of professionals. Manages the work of assigned employees and / or supervisors who generally exercise some latitude and independence in their assignments.

Ensures proper training of team members, and participates in hiring, firing, and promotion decisions. Conducts performance reviews and may recommend salary reviews.

May complete assignments that are technical in manner in addition to supervising others.

Job Qualifications :

Minimum Qualifications :

Requires broad management knowledge to lead the department. Generally, has advanced level knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the University.

Department Specific Minimum Qualifications :

• Exceptional knowledge of computer hardware
• Deep-seated experience with desktop and server operating systems
• Working knowledge of a range of diagnostic utilities
• Demonstrated progressive experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• Knowledge of help desk ticketing systems desired.
• Knowledge of managed services software desired.

Preferred Qualifications :

Certifications in operating system, hardware, and software are desired.

Physical Requirements :

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disclaimer :