Help Desk Manager

*HELP DESK MANAGER NEEDED*

This is a CONTRACT TO HIRE opportunity.

RESPONSIBILITIES:

- Supports help desk, walk-up and Campus Card Services, ensuring services are delivered to meet customer needs and expectations.
- Directs and supervises staff responsible for first-level support, documentation, tracking, escalation and follow-up on all user incidents.
- Ensures staff has required technical and customer-service skills and process knowledge.
- Leads development of incident management procedures and policies.
- Job performed with minimal supervision.
- Schedules phone coverage, including vacations, training and sick leave to ensure user commitments, needs and expectations are met within the service level agreement.
- Assists with taking customer calls during high call volume.
- Directs and ensures staffing of walk-up and Campus Card functions, paying close attention to service level commitments.
- Assists with setting goals and objectives across help desk, walk-up and Campus Card services, including development and coordination of incident management procedures with escalated OIT support functions.
- Will lead of team of 4; lead or supervisory skills helpful.

This contract position is expected to be 6 months in duration.