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Service Desk Manager
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Full-time
- Description :Under the direction of the Senior Director for Technology Support, the Service Desk Manager is responsible for staffing and operation of the Technology Service Desk serving all Berklee students, faculty and staff.
- The Service Desk Manager works cooperatively with Training and Instructional Technology and Technology Services areas in Technology Training and Support (TTS) to align support efforts throughout the college.
- The Service Desk Manager manages the Support Analysts, Support Consultants and student employees staffing the Service Desk. This is primarily an on-site position.
- ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES: Functional/Technical:Manage a team of staff and students providing walk in, remote and deskside support to faculty, staff and students Manage day-to-day support operations by: ensuring support coverage; monitoring ticket assignment and open ticket management; relationship management; and cross-functional team support activity.
- Strong technical skills in the configuration, installation and troubleshooting of all currently supported MacOS, Microsoft Windows, Microsoft Office Suite, and experience troubleshooting peripherals (printers, scanners, etc.)
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