IT Service Desk Manager

Description

Summary: The IT Service Desk Manager leads a team to deliver reliable, responsive, and professional IT support, fostering a positive, service-oriented cultural transformation. Highlights: 1. Lead IT Service Desk team to deliver reliable and professional support 2. Champion and enhance a client-focused culture 3. Implement strategies for continuous improvement and elevated client satisfaction Position Summary: The starting salary range for this position is $109,644.00 to $130,344.00, with most candidates starting at $109,644.00. This is a full-time, permanent, classified, overtime-exempt position with the Pierce College District. The main work location is Fort Steilacoom campus and standard work hours are between 8:00am and 5:00pm Monday through Friday. This position reports directly to the Director of Information Technology and requires regular and consistent attendance. This position is eligible for one day of telework per week after the six-month probationary period and additional days may be considered based on operational needs. The mission of Pierce College is to create quality educational opportunities to a diverse community of learners to thrive in an evolving world. The Pierce College District is committed to being an anti-racist institution; to truly be anti-racist we must work deliberately to eliminate barriers that have prevented the most promising and capable students from entering and thriving in college. We work to ensure that every student in the Pierce College District feels valued, respected, and inspired to achieve their goals. We provide a brave space for Black, Indigenous, Persons of Color (BIPOC), LGBTQ/QTPOC students, students with disabilities, and all students and staff to seek refuge, and an opportunity for them to cultivate their strengths, intelligence, resilience, and creativity. To learn more about our Equity, Engagement, and Belonging efforts, please visit: https://www.pierce.ctc.edu/equity-engagement-and-belonging. The IT Service Desk Manager (excels at fostering a positive, service-oriented cultural transformation that reflects the organization’s mission and values, while leading the Service Desk team to deliver reliable, responsive, and professional IT support for students, faculty, and staff. This role requires a forward-thinking leader with expertise in Information Technology Infrastructure Library (ITIL) practices and IT Service Management (ITSM) frameworks, combined with the ability to champion and enhance a client-focused culture. The ideal candidate will implement strategies to enhance service delivery, elevate client satisfaction, and create a collaborative environment focused on continuous improvement. The IT Service Desk Manager and the team of IT Service Desk professionals are responsible for addressing inquiries, resolving technical issues, and delivering innovative software and hardware solutions, ensuring seamless support for both student and employee end users. This position leads the IT Service Desk team, which manages daily operations of IT Service Desk support, hardware and software deployment, updates, and end-user hardware across the district. Key responsibilities include developing and managing an ITSM platform and ensuring the application of ITIL principles to standardize and improve service delivery. The role emphasizes the importance of establishing and enforcing standards and procedures that ensure consistent and equitable practices across the district. Candidates should possess a strong understanding of ITIL and ITSM principles, along with the leadership skills and mindset to embed these frameworks into the organization's culture, driving efficiency, accountability, and exceptional service outcomes. This position provides people leadership and operational direction for the IT Service Desk team by setting priorities, coaching staff, resolving escalated issues, and maintaining effective service delivery standards. To view the full job bulletin, and to apply, please visit: https://www.schooljobs.com/careers/piercedist/jobs/5478113/it-service-desk-manager?pagetype=transferJobs