University System of Georgia Hiring for Service Desk Manager at System Office- Sandersville Full Time

Job Title: Service Desk Manager
Location: System Office- Sandersville
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 257315
Job Summary

The Service Desk Manager is responsible for the strategic and operational management of the University System of Georgia (USG) Shared Services Center (SSC) Service Desk which currently supports students, employees, retirees, applicants, and practitioners of USG institutions, the System Office, and all USG Enterprise products, technologies, and services. This position ensures that operations consistently meet or exceed operational and service level guidelines, remain aligned with USG’s strategic and operations goals, and deliver excellence in customer service. This position manages the USG Service Desk both in the Sandersville and Athens location and is responsible for developing, maintaining, documenting, and improving customer service-related processes and systems by tracking emerging trends using both Case Management and Call Analytic reporting. In addition, this position serves as an escalation point for internal and external staff with sensitive and/or complex issues and acts as a liaison with cross-functional teams within the USG on special projects and initiatives with high organizational impact.

Responsibilities Management Support

Develops and implements Service Desk operational strategies by conducting needs assessments, forecasting and capacity planning, and cost/benefit analysisResponsible for designing, maintaining, and implementing effective support strategies, processes, and procedures used by the USG Service DeskAdministers, maintains, reports, recommends, and improves contact center solutions (e.g. case management tracking system, phone system, and call analytic reporting solutions) by monitoring use, performance, and resolving issuesDevelops, monitors, and publishes key performance metrics in areas including staffing coverage, depth and hours of operation, qualitative metrics, incident and problem management, customer responsiveness, service restoration, solution sources and other key measuresManages and directs the Service Desk Team in all aspects of inbound and outbound contact center operations; ensures cross-training between locationsConducts random audits of calls and electronic communications to improve quality, minimize errors and track operative performanceEstablishes and monitors standards for productivity, continuous process improvement, quality assurance, and customer service to ensure necessary changes are made and communicatedPartners with HR to recruit, interview, select, hire, and train qualified new Service Desk employeesResponsible for the development and execution of performance evaluations, developing performance improvement action plans, and counseling staff with any required coaching or disciplinary actions.Works with Service Desk Supervisors to ensure scheduling, task assignment, and timesheet administration of Service Desk staffEnsures all Service Desk staff are well aware of and abide by applicable USG policies, procedures, and state and federal lawsServes on-call rotation providing 24/7 support to USG Institutions and the Board of Regents Functional/Technical ResourcesDevelops a high degree of functional and technical familiarity with processes, systems, and applications to facilitate fast, efficient support for internal and external customersServes as an escalation point for the Service Desk Team to drive the resolution of complex functional/technical issues Ensures training programs are developed, maintained, and communicated so staff are prepared, trained, poised, capable, and responsive to all stakeholdersBenchmarks state-of-the-art practices, develops, documents, maintains, communicates, and executes Service Desk operations, practices, and procedures

Team Liaison

Establishes, maintains, and manages internal and external working relationships through effective communication and collaborationIdentifies trends and/or training opportunities for USG institutions, organizes and facilitates collaborative working sessions to improve day-to-day operationsRepresents the Service Desk Team in various meetings with internal, higher-level technical and/or functional teams and executive leadershipPartners with internal/external departments and third-party vendors to develop business requirements and to implement new systems, upgrades, and changes related to Service Desk technology

Communications

Develops, maintains, and executes a customer service communication strategy to support business objectivesDefines and targets internal and external stakeholders to keep them informed in a timely and effective manner of new developments and system updatesVisits campuses and other locations to meet with and make presentations to stakeholders; gathers feedback and implements changes for continuous improvements

In addition to the above, other duties may be assigned outside of the scope of this description.

Required Qualifications

Bachelor’s Degree in Business Administration, Management, or a related field Five or more years of service desk experienceOne year of leadership experienceOr any equivalent combination of education, experience and training which provides the necessary knowledge and skills

Knowledge, Skills, & Abilities

Experience and proven ability to effectively manage successful and efficient Service Desk operationsAbility to work in a fast-paced environment with multiple priorities and changing demands while being responsive to end user needsExcellent oral and written communication skills and the ability to communicate complex information in a logical, organized mannerAbility to effectively establish, maintain and manage working relationships with a diverse group including all end users from various levels within the USGSkilled in facilitation and public speakingExcellent people/customer skills, the ability to work in a group or independently and negotiation skillsDemonstrated ability to manage and motivate others to excelStrong analytical and problem-solving skills Ability to prioritize, set goals and objectives, and follow through to completionExperienced in managing multiple complex projects and initiativesWorking knowledge of project management fundamentalsAbility to provide after-hours support utilizing various technologies
• Proficiency with a wide range of computer software knowledge and experienced in Microsoft Office Applications, including Word, Excel, Outlook, and Teams
• Experienced in building and analyzing reports and dashboards in call center and case management systems/applications

Other Information

• Day and overnight travel from headquarters may be required

Non-traditional working hours and overtime is required

• Must have a valid GA Driver’s License
• Light physical exertion may be required
• Ability to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise level