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Helpdesk Manager

University of Nebraska at Lincoln
Lincoln, NE Full-time
Posted on August 10, 2019

Helpdesk Manager (Lincoln, NE)

Position Summary:

This position manages staff that provides first-tier customer services for a broad spectrum of campus core computing services. Service includes direct support (email, telephone, walk-in) for email, courseware, online file storage, and a wide spectrum of software and hardware platforms. The manager is responsible for creating, implementing and continually monitoring and improving customer support processes in order to proactively address emerging issues and ensure accurate and timely response to internal and external customers. The service desk acts as the point of contact for all ITS problem resolution including processes ranging from simple, everyday service requests to long term complex issues relating to all potential endpoints including workstations, mobile devices, servers, hi-tech classrooms, and labs as well as networking and software problems. The service desk also provides online self-help materials to the university user community.

Qualifications:

  • Bachelor's degree in Computer Science, Business Management or related field; equivalency considered
  • Three years information technology support and/or customer service; required
  • Proven customer relations experience including the ability to create and maintain solid working relationships with key customer groups; required
  • Advanced written and oral communication skills, incident/crisis management experience and excellent problem-solving skills. Integrity and high ethical standards; required
  • The ability to tailor feedback about technical and informational issues to each customer; required
  • Knowledge of current and future trends in information technology; required
  • Supervisory experience; required Experience within higher education; preferred
  • Must demonstrate competency in project management; preferred

Salary: $65,000/year minimum