The #1 Site for IT and Engineering Jobs - search all IT and Engineering  jobs.
Mxl2jh71tqgcxjjqszp

Technology Service Desk Manager

Job Description

The Los Angeles Community College District (LACCD) invites applications for the position of Technology Service Desk Manager. This position designs and implements a comprehensive service desk program to support all technologies and applications supported by the District and its colleges; oversees daily service desk 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..


MONTHLY SALARY: $7,423 - $9,197*

*Salary Information is based on a full-time, 12-month position

TYPICAL DUTIES


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

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.

Monitors and manages the phone queue and participates in escalated calls as needed.

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 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 service desk 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.

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

Performs related duties as assigned.

VACANCIES
A current vacancy exists at the District Office, 770 Wilshire Blvd., Los Angeles, CA 90017. The hiring list established by this examination will also be used to fill future vacancies as they occur during the life of the list.  Our Colleges include:


Los Angeles City College
East Los Angeles College
Los Angeles Harbor College
Los Angeles Mission College
Los Angeles Pierce College
Los Angeles Southwest College
Los Angeles Trade-Technical College
Los Angeles Valley College
West Los Angeles College


BENEFITS

  • Medical and dental insurance and vision care plans are provided for employees and their dependents.
  • A $50,000 life insurance policy is provided free of charge for each employee.
  • 12 full-pay days and 88 half-pay days of illness leave.
  • At least 15 paid holidays per year.
  • Vacation days accrue annually beginning at 10 days and increasing incrementally to 24 days depending on years of service with the District.  Vacation days for management and confidential positions begin at 15, 20, or 24 days.
  • Other paid time off includes: bereavement leave, personal necessity leave, court subpoena, and jury duty.
  • Employees become members of the Public Employees Retirement System.  The employee contribution rate is 6 percent.  The District also contributes to the retirement system.  Employees are also covered by Social Security.
  • Employee Assistance Program

Job Requirements

MINIMUM REQUIREMENTS FOR ACCEPTANCE OF AN APPLICATION:
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.

 

For a complete job description including the Knowledge, Skills, and Abilities associated with the position please visit our website.


EXAMINATION PROCESS


The examination process may consist of one or more parts which may include a training and experience evaluation, written test, performance test and/or oral interview.


ACCOMMODATION

Individuals protected by the Americans with Disabilities Act (ADA) may request, orally or in writing, an accommodation in the examination process. Documentation of the need for accommodation is required solely for the purpose of establishing that the applicant has an ADA disability and that the disability necessitates a reasonable accommodation. Typically, a recent letter from an appropriate health care or rehabilitation professional which establishes that the applicant has an ADA qualifying disability, identifies the functional limitations as they relate to the testing situation, and recommends/suggests the appropriate accommodation is sufficient.  In order for appropriate arrangements to be made at the testing site, a request for accommodation and required documentation must be received by the Examiner of Record at least 3 days prior to the administration of the test.



HOW TO APPLY

Online
https://jobapscloud.com/laccd

DEADLINE
Interested applicants are invited to submit applications through our online employment system by 4:00 P.M. on FRIDAY, JANUARY 18, 2019. Resumes will not be accepted in lieu of an application.  For a listing of other job opportunities with the Los Angeles Community College District, call our 24-hr job hotline, or refer to our Web Page at https://jobapscloud.com/laccd.


Contact Us
Personnel Commission: (213) 891-2129
24-hr Job Hotline: (213) 891-2099
TDD: (213) 891-2408
Hours of Operation: Monday – Friday 7:30AM – 4:30PM

Job Snapshot

Location US-CA-Los Angeles
Employment Type Full-Time
Pay Type Year
Pay Rate $89,087.00 - $110,364.00 /Year
Store Type IT & Technical
Apply

Company Overview

LACCD

Over the past seventy-seven years we've served as educator to more than three million students. Affordable, accessible and practical, the LACCD offers opportunity to all. Our doors are wide open for a diverse student population eager for skills, knowledge and upward mobility. LACCD educates almost three times as many Latino students and nearly four times as many African-American students as all of the University of California campuses combined. Eighty percent of LACCD students are from underserved populations. Community colleges serve adults of all ages, meeting the needs of a society where "lifelong learning" is the rule and multiple careers and continual retraining are the norm. More than half of all LACCD students are older than 25 years of age, and more than a quarter are 35 or older. More than any other California system of higher education, community colleges offer a first - and a second - chance for anyone who wants to succeed. Learn More

Contact Information

US-CA-Los Angeles
Personnel Commission
2138912129
Snapshot
LACCD
Company:
US-CA-Los Angeles
Location:
Full-Time
Employment Type:
Year
Pay Type:
$89,087.00 - $110,364.00 /Year
Pay Rate:
IT & Technical
Store Type:

Job Description

The Los Angeles Community College District (LACCD) invites applications for the position of Technology Service Desk Manager. This position designs and implements a comprehensive service desk program to support all technologies and applications supported by the District and its colleges; oversees daily service desk 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..


MONTHLY SALARY: $7,423 - $9,197*

*Salary Information is based on a full-time, 12-month position

TYPICAL DUTIES


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

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.

Monitors and manages the phone queue and participates in escalated calls as needed.

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 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 service desk 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.

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

Performs related duties as assigned.

VACANCIES
A current vacancy exists at the District Office, 770 Wilshire Blvd., Los Angeles, CA 90017. The hiring list established by this examination will also be used to fill future vacancies as they occur during the life of the list.  Our Colleges include:


Los Angeles City College
East Los Angeles College
Los Angeles Harbor College
Los Angeles Mission College
Los Angeles Pierce College
Los Angeles Southwest College
Los Angeles Trade-Technical College
Los Angeles Valley College
West Los Angeles College


BENEFITS

  • Medical and dental insurance and vision care plans are provided for employees and their dependents.
  • A $50,000 life insurance policy is provided free of charge for each employee.
  • 12 full-pay days and 88 half-pay days of illness leave.
  • At least 15 paid holidays per year.
  • Vacation days accrue annually beginning at 10 days and increasing incrementally to 24 days depending on years of service with the District.  Vacation days for management and confidential positions begin at 15, 20, or 24 days.
  • Other paid time off includes: bereavement leave, personal necessity leave, court subpoena, and jury duty.
  • Employees become members of the Public Employees Retirement System.  The employee contribution rate is 6 percent.  The District also contributes to the retirement system.  Employees are also covered by Social Security.
  • Employee Assistance Program

Job Requirements

MINIMUM REQUIREMENTS FOR ACCEPTANCE OF AN APPLICATION:
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.

 

For a complete job description including the Knowledge, Skills, and Abilities associated with the position please visit our website.


EXAMINATION PROCESS


The examination process may consist of one or more parts which may include a training and experience evaluation, written test, performance test and/or oral interview.


ACCOMMODATION

Individuals protected by the Americans with Disabilities Act (ADA) may request, orally or in writing, an accommodation in the examination process. Documentation of the need for accommodation is required solely for the purpose of establishing that the applicant has an ADA disability and that the disability necessitates a reasonable accommodation. Typically, a recent letter from an appropriate health care or rehabilitation professional which establishes that the applicant has an ADA qualifying disability, identifies the functional limitations as they relate to the testing situation, and recommends/suggests the appropriate accommodation is sufficient.  In order for appropriate arrangements to be made at the testing site, a request for accommodation and required documentation must be received by the Examiner of Record at least 3 days prior to the administration of the test.



HOW TO APPLY

Online
https://jobapscloud.com/laccd

DEADLINE
Interested applicants are invited to submit applications through our online employment system by 4:00 P.M. on FRIDAY, JANUARY 18, 2019. Resumes will not be accepted in lieu of an application.  For a listing of other job opportunities with the Los Angeles Community College District, call our 24-hr job hotline, or refer to our Web Page at https://jobapscloud.com/laccd.


Contact Us
Personnel Commission: (213) 891-2129
24-hr Job Hotline: (213) 891-2099
TDD: (213) 891-2408
Hours of Operation: Monday – Friday 7:30AM – 4:30PM
M651qs6svzhlc7t0prq
Sologig Advice

For your privacy and protection, when applying to a job online: Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn More

By applying to a job using sologig.com you are agreeing to comply with and be subject to the workinretail.com Terms and Conditions for use of our website. To use our website, you must agree with theTerms & Conditionsand both meet and comply with their provisions.
Technology Service Desk Manager Apply now