Assistant Manager, Integrated User Services - Technology Services

Duties & Responsibilities

• Provide day-to-day direction and performance feedback to full-time IT Service Desk staff and student employees.
• Manage the full employee lifecycle for a student workforce of 50+ employees, including recruitment, onboarding, training, coaching, scheduling, performance management, and professional development.
• Ensure adherence to HR, OBFS, and Student Employment policies and procedures.
• Oversee the development and maintenance of training materials and operational documentation to ensure consistency and effectiveness.
• Create and foster a respectful, inclusive, and collaborative team environment.
• Assist the Assistant Director of Service Management and User Support in managing, coordinating, and improving daily IT Service Desk operations.
• Promote and uphold high standards of customer service across all IT Service Desk functions.
• Investigate and resolve customer satisfaction issues.
• Review and analyze Service Desk performance data, trends, and customer feedback to identify opportunities for continuous improvement.
• Review customer requests to ensure accurate resolutions and adherence to established service procedures.
• Provide timely and constructive feedback to Service Desk staff to support continuous improvement.
• Serve as a liaison to the Enterprise Service Management Office (ESMO), coordinating communication and alignment between ESMO initiatives and IT Service Desk operations.
• Perform Tier 1 and Tier 2 IT Service Desk duties as needed to support team operations.
• Utilize ticketing systems to gather information, track issues, and document customer feedback.
• Identify recurring issues or trends and suggest resolutions or escalations.
• Create and maintain clear, user-friendly end-user support documentation.
• Perform other duties as assigned.