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: $7,666 - $9,496*
*Salary Information is based on a full-time, 12-month position
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.
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
● 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