Los Angeles Community College District

Technology Service Desk Manager (#1084)

$58.18-$72.07 hourly / $8,532.45-$10,570.21 monthly / $102,389.40-$126,842.52 annual


Definition

Plans, organizes, and manages the operations of the District's central technology service desk center related to the designs and implementation of a comprehensive service desk program to support all technologies and applications supported by the District and its colleges; oversees daily technology service desk center staff and operational workflow to ensure quality technical support and a positive customer experience for users with diverse business and technical needs and technical competencies.

Typical Duties

Develops, implements, and manages strategies, policies, standards, processes, and systems necessary to support the centralized operations of a 24/7 technology service desk center to support all technologies and applications throughout the District.

Oversees the daily operations of the District’s technology service desk center staff for local and remote computer and network users and ensures that established high quality service levels are met for all customer types, including faculty and staff.

Plans, organizes, assigns, and evaluates the activities of technology service desk staff to ensure client support requests are resolved in accordance with established service level and processes are consistently executed.

Configures, implements, and maintains problem tracking and service management application systems such as ServiceNow or comparable systems.

Establishes and streamlines technology service delivery processes to ensure efficient, cost-effective, and consistent high quality customer service levels throughout the delivery stages.

Manages and personally participates in urgent and complicated support issues; advises management of situations that may require additional client support or escalation.

Schedules technology service center desk staff and operations to ensure adequate coverage during normal business hours, peak workload periods, and on-call support periods.

Monitors and reviews documentation of service requests and incidents from ticket creation through successful resolution to ensure completeness, consistent execution of solutions, and maintenance of desired service levels.

Isolates recurring problems and trends; collaborates with other technology specialists and support teams in the development and implementation of proper troubleshooting processes and solutions.

Develops, writes, and implements problem-resolution scripts and escalation protocols; maintains a solutions repository to ensure top quality solutions are available to the staff.

Conducts regular meetings with business clients to obtain feedback on technology service desk center operations and services throughout the District; designs surveys and reviews survey feedback to improve services, tools, and support experience.

Provides technical training, mentoring, and coaching to professional and technical staff assigned to District-wide technology service desk operations.

Creates and conducts education and awareness programs related to technology service desk operations for a broad range of audiences including administrators, managers, supervisors, staff, students, and the public.

Provides benchmarks for the Colleges and assists with the implementation of best practices District-wide.

Oversees and/or coordinates the collection, compilation, and analysis of technology service desk center activities including call/ticket response time, problem resolution, service level agreements (SLA), and customer satisfaction; writes and presents timely comprehensive statistical and narrative program reports to college and Division management.

Coordinates and evaluates the work of third-party resources and vendors employed for special projects related to technology service desk center operations.

Maintains effective and cooperative working relationships with administrators, functional and technical team members, and users groups.

Plans and manages the unit’s operating budget and program budgets for technology service desk center initiatives and projects.

Performs related duties as assigned.

Distinguishing Characteristics

A Technology Service Desk Manager has District-wide responsibility for planning, organizing, scheduling, and managing overall operations and staff assigned to technology service desk center services to support all technologies and applications supported by the District and its colleges and ensure quality technical support and a positive customer experience for users with diverse business and technical needs and technical competencies.

A Senior Technology Service Desk Technician troubleshoots questions and problems about software, hardware, desktop, network, and systems from District employees, students, and faculty by providing Tier 2 customer support which addresses mid-level technical questions such as local system set-up, local network issues, basic configuration issues, software installations, hardware repair or compliance with data and interoperability standards.

A Technology Service Desk Technician troubleshoots questions and problems about software, hardware, desktop, network, and systems from District employees, students, and faculty by providing Tier 1 customer support which addresses the most basic support and troubleshooting issues such as general inquiries, non-technical questions, password recovery, website navigation assistance, basic procedural “how-to” questions, printer configurations, and routine break/fix instructions.

Supervision

General supervision is received from information technology management staff. Immediate supervision is exercised over technology service center desk staff. Functional supervision may be exercised over college technology staff.

Class Qualifications

Knowledge of:

Principles, processes, standards and best practices associated with customer support operations management

Principles associated with the operation and configuration of networks and hardware including desktops, laptops, copiers, printers, peripherals, and other client computing devices

A wide range of technologies including Microsoft Windows Operating systems, Active Directory, Jira, SCCM/MOM, AV and endpoint protection tools, Azure, AWS, O365 support, backup of endpoints, basic security, Mobile Device Management, and MAC OS.

Techniques and processes used to diagnose and resolve issues involving hardware and software operability of multiple systems

Problem-tracking and service management systems

Methods and techniques of technical documentation and record keeping

Principles of organization and management

Principles and practices of supervision, team building, and training

Principles and practices of budget preparation and control

Ability to:

Plan, coordinate, manage, and evaluate technology service desk operations with a strong focus on responsiveness to customer and business requirements

Provide effective and timely liaison with District and college management and information technology team members regarding issues and activities

Recognize critical elements of problems, develop and evaluate data, determine solutions, and react independently and promptly to situations and events

Effectively communicate highly technical information accurately, concisely and in understandable terms, both orally and in writing

Manage personal and institutional data in accordance with legal, regulatory, administrative and contractual requirements

Consistently use and promote professional standards and practices related to assignments

Actively contribute to a culture of constructive collaboration and innovation with colleagues

Maintain high levels of customer service and satisfaction

Establish and maintain effective and cooperative working relationships with administrators, technology staff, users, student, and vendors

Motivate, direct, train, and develop others

Stay abreast of current trends and technical advancements in technology areas related to technology service desk center operations and approaches and apply knowledge to operational problems

Effectively allocate and utilize the human, fiscal, and physical resources of assigned unit

Travel to offsite meetings

Entrance Qualifications

Education and Experience:

A bachelor's degree from a recognized college or university preferably with a major in computer science, computer engineering, information technology, mathematics, or a related field. Additional qualifying experience may be substituted for two years of the required education.

AND

Four years of recent, full-time, paid experience in troubleshooting, installing, and configuring microcomputer hardware, operating systems, applications, peripherals, and networks preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments. Experience in supervising and training a group of employees is highly desirable. Experience with an institution of higher education is desirable.

Special:

A valid Class "C" California driver’s license must be obtained within 10 days of establishing residency in the State of California

Travel to locations throughout the District is required

Reasonable Accommodations

Our class specification generally describes the duties, responsibilities, and requirements characteristic of the position(s) within this job class. The duties, responsibilities, and requirements of a particular position within this class may vary from the duties of other positions within the class.

In accordance with the Americans with Disabilities Act (ADA), the Los Angeles Community College District provides reasonable accommodation to qualified individuals with covered disabilities on a case-by-case basis throughout the application, examination, and hiring processes and throughout employment. If an individual is in doubt about his or her ability to perform the duties and responsibilities of a position or possession of any other requirement noted in a class specification or job announcement, he or she should always apply for a position and request reasonable accommodation at the appropriate time.


CLASS: 1084; EST: 10/24/2018; REV: 4/15/2020;