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Service Desk Manager

Company: National Education Partners
Location: Rapid City
Posted on: June 2, 2021

Job Description:

What We Are Looking ForNEP is currently seeking a dynamic individual to become part of our IT team as a Service Desk Manager.This position is responsible for managing all operational aspects of the Service Desk. The Service Desk is a 24/7/365 operation, serving as the primary support center for all technical requests across our client base including students, faculty, and staff.Essential FunctionsHiring, training, coaching and leading Service Desk analysts as the provide technical support to our customers.Responding and resolving escalated customer service issuesCoordinating and maintaining internal communicationsAssuring daily service levels meet customers expectationsCollects, analyzes, and reports on contact center statisticsResponsible for operational strategy to meet or exceed published SLAs within the Service DeskImplement and maintains standard operating procedures based on policies and customer needs for troubleshooting and remediating technical issuesPlans, designs, and analyzes the organization's Service Desk according to best practices, while ensuring high levels of customer service quality and availability.Continually improves operations through data driven decisions.Maintains current IT tracking system and offers suggestions to improve efficiency, workflow, and customer experience.Analyzes support trends and provides recommendations and/or solutions to senior leadership.Reasonable and consistent attendance to fulfill requirements of the position.Knowledge, Skills, and AbilitiesProven track record in leading a remote, support teamExcellent verbal and written communication skillsProven track record in managing and meeting client needsProven track record in the management of Service Level Agreements.Contact center management skills including, but not limited to, the measurement of telephony goals and response times.Effective technical troubleshooting skills, including the ability to prioritize and escalate to Tier 2 teams.Ability to effectively prioritize and execute tasks in a high-pressure environment.Experience with and an understanding of technology in the higher education spaceSkill in operating computer equipment including computer, soft phones, and cell phones.Proficient with Microsoft Word and otherEducation and ExperienceBachelor's degree preferredMinimum of three (3) years of experience managing a Help Desk/Service Desk environment leading team projects and initiatives requiredExperience managing teams that have supported but not limited to: Windows, Macintosh, Linux, PDA/Smartphone/ Handheld technology, or equivalent combination of education and experienceExperience in higher education preferredExperience working in a technology-driven enterprise preferredAll skills, abilities and education will be considered for minimum qualificationsPhysical DemandsThe physical demands described here are representative of those that must be met by a team member to perform the essential functions of this job successfully. The physical requirements for performing the essential functions of this position require the team member to be able to:Able to sit, stand, kneel, walk, and reach.Able to lift, push, pull, and/or move up to 20 pounds.Hear well enough to communicate with others.Read a computer screen and written material.Write, type, and use phone system.Working ConditionsThis position operates in a remote, home office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Good working environment with the absence of disagreeable conditions.The noise level in the work environment is usually moderate.Regular and reliable attendance is required.NEP will not sponsor applicants for work visas.Who We Are National Education Partners (NEP) provides premier online program management (OPM) services for leading educational institutions. NEP offers a rich history of delivering traditional academic operations support in areas such as finance, human resources, enrollment, financial aid, marketing, information technology and much more. Today, NEP is the OPM of record for Northcentral University (NCU), which offers doctoral, master's and bachelor's degrees in business, technology, education, and psychology, as well as doctoral and master's degrees in healthcare and marriage and family therapy. NEP also provides online services to John F. Kennedy University. Both NEP and NCU are part of the National University System, a system of nonprofit universities with its headquarters in La Jolla, California.

Keywords: National Education Partners, Rapid City , Service Desk Manager, Other , Rapid City, South Dakota

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