ITS Service Desk Manager
Loyola University Chicago
Position Details Position Details Job Title HELP DESK MANAGER Position Number 8100176 Job Category University Staff Job Type Full-Time FLSA Status Exempt Campus Rogers Park-Lake Shore Campus Department Name ACADEMIC & OPERATIONAL SUPPORT Location Code IT SUPPORT SERVICES Is this split and/or fully grant funded? No Duties and Responsibilities The ITS Service Desk Manager oversees the day-to-day operations of Loyola University Chicago’s IT Service Desk, ensuring the delivery of timely, effective, and high-quality technical support to the university community, including faculty, staff, and students. This role manages a team of full-time staff and student workers, fostering a collaborative, customer-focused environment dedicated to resolving IT issues, incidents, and service requests in alignment with university goals and service-level agreements.
This position plays a critical role in continuously improving support processes, leveraging data to enhance performance, and ensuring the delivery of innovative, user-centered solutions. This position requires strong leadership and communication skills to effectively manage team performance, maintain a high standard of service delivery, and cultivate a welcoming support environment for the diverse needs of the university community.
Duties and Responsibilities· Lead and develop a team of full-time service desk staff and student workers, fostering a collaborative and high-performing environment that delivers exceptional IT support to the university community.· Provide regular feedback, performance evaluations, and opportunities for professional development.· Foster a supportive, collaborative team culture focused on delivering exceptional customer service.· Ensure the service desk provides professional, courteous, and timely support to all university users, including faculty, staff, and students.· Promote a customer-focused approach to IT support, prioritizing user satisfaction and clear communication.· Act as an escalation point for complex or high-priority issues, ensuring swift and effective resolution.· Oversee the logging, prioritization, assignment, and resolution of IT incidents and service requests through the university’s ticketing system, TeamDynamix.· Track and analyze service desk metrics, including response times, resolution rates, customer satisfaction, and ticket backlog.· Generate and present regular reports on service desk activities, performance trends, and improvement opportunities to university leadership.· Administer and maintain the university’s ticketing system, TeamDynamix, ensuring optimal configuration and usage.· Evaluate and improve service desk workflows, processes, and documentation to enhance efficiency and quality of support.· Lead efforts to document recurring IT issues and solutions in a shared knowledge base to encourage self-service and improve team response times.· Develop and maintain a knowledge base with resources, FAQs, and troubleshooting guides to support service desk staff and end users.· Partner with other ITS teams (e.g., infrastructure, network, security) to facilitate cross-team issue resolution and system optimization.· Work closely with university departments to understand their IT needs and ensure alignment with service desk priorities.· Solicit and act on feedback from users to identify areas for improvement in service delivery.· Lead initiatives to enhance customer service, streamline processes, and adopt new tools or technologies that benefit the university community.
- Perform other duties as assigned. Minimum Education and/or Work Experience .A Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and professional experience, is required. Qualifications Must be inspired to continuously improve the University’s experience of IT service. Success in this role demands experience in developing and operating service management platforms. Skill in business analysis and excellent customer and team communication are also required
Language Ability Excellent and persuasive communication (oral, written, presentation), interpersonal and consultative skills to work effectively with external customers and providers, and internal clients at all levels of the University. Core consulting skills such as business writing, presentation, and analytic comparison. Ability to read, analyze, and interpret general business processes, technical procedures, and user manuals. Ability to develop and write reports, business correspondence, and procedure manuals. Able to communicate technical ideas and concepts to non-technical audiences
Interpersonal · Positive attitude and strong work ethic. Ability to work independently and in team settings. Focuses on accountability and problem and conflict resolutions. Maintains confidentiality and follows ITS and other University policies regarding data security and protection. Balances team and individual responsibilities. Contributes to building a positive team spirit. Effectively influences actions and opinions of others. Strives to continuously build knowledge and skills. Shares expertise with others. Able to communicate technical ideas and concepts to non-technical audiences. Excellent oral and written communication skills. Shows respect and sensitivity for cultural differences; supports and engages with University Diversity, Equity, and Inclusion initiatives. Treats people with respect. Works with integrity and ethically; handle sensitive and confidential issues and materials appropriately. Organizational Skills Must be hands-on, detailed oriented and have the ability to quickly adapt to changes and new ideas. Supports organization’s goals and values. Develops strategies to achieve organizational goals. Adapts strategy to changing conditions. Includes appropriate people in decision-making process. Strong administrative and organizational skills. Communication Excellent customer-facing skills, especially those applicable to oral and written presentations. Ability to develop and write reports, business correspondence, and procedure manuals. The position must have the ability to respond to questions appropriately and promptly from a variety of customers. Solicits customer feedback on how to improve service. Core consulting skills such as business writing and presenting, and analytic comparisons. Ability to read, analyze, and interpret general business processes, technical procedures, and user documentation. Ability to develop and write reports, business correspondence, and procedure documentation. Able to communicate technical ideas and concepts to non-technical audiences. Reasoning Ability Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives. Synthesizes complex or diverse information. Generates creative solutions; Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Works well in both group and individual problem-solving situations. Looks for ways to improve and promote quality. Responds promptly to client needs. Solicits client feedback to improve service. Responds to requests for service and assistance. Ability to be flexible and adaptable to changing environments and business situations. Support change management initiatives as well as explain changes to others. Proactively manages change through existing change management processes, and project risks through early identification, negotiation and/or escalation when required. Evaluate technology problems and create manageable solutions. Able to synthesize complex or diverse information at an enterprise level. Certificates/Credentials/Licenses A Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and professional experience, is required. Computer Skills Operating Systems and Software: Proficient in Windows and macOS, office productivity tools (e.g., Microsoft Office 365, Google Workspace), and peripherals. Familiarity with Power BI is a plus. Ticketing Systems: Experience with IT service tools like TeamDynamix, ServiceNow, or Ivanti for logging and tracking service desk requests. Remote Support: Skilled in tools like Remote Desktop Protocol or TeamViewer for troubleshooting. Troubleshooting: Ability to resolve Level 1 hardware, software, and network issues efficiently. System Administration: Familiarity with Active Directory for user account management. Supervisory Responsibilities Yes Required operation of university owned vehicles No Does this position require direct animal or patient contact? No Physical Demands None Working Conditions None Open Date 12/11/2024 Close Date Position Maximum Salary or Hourly Rate $120,000/ann Position Minimum Salary or Hourly Rate $95,000/ann Special Instructions to Applicants About Loyola University Chicago Loyola University Chicago is a private Jesuit University founded in 1870 by the Society of Jesus. One of the largest Catholic Universities in the United States, Loyola’s professional schools include programs in medicine, nursing, and health sciences anchored by the Loyola University Medical Center, and the Loyola University Chicago School of Law. Comprised of thirteen colleges and schools, Loyola University Chicago offers more than 80 undergraduate and 140 graduate/professional programs while enrolling approximately 17,000 students. In addition to offering a world class educational experience, Loyola University Chicago strives to be an employer of choice by offering its staff and faculty a wide array of affordable, comprehensive, and competitive benefits. Our benefits are centered on health and wellness, financial security, equity, and work-life balance. We offer medical, dental, vision, 403(b), HSA, FSAs, tuition benefit, pre-tax transit benefits, EAP, and more. To view our benefits in detail, click here.
As one of the nation’s largest Jesuit, Catholic Universities, Loyola University Chicago fosters a transformative cultural experience that honors Diversity, Equity, and Inclusion. We are committed to recruiting and retaining a diverse, mission driven workforce that enables a culture of inclusivity. We act with the heart of a nonprofit organization and an academic enterprise with ethical practices that advance the Jesuit Mission. Loyola actively seeks to build a community of diverse opinions, perspectives, and backgrounds that support our Jesuit tradition, while helping Ramblers foster a sense of belonging and affinity for all.
Loyola University Chicago is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion (except where religion is a bona fide occupational qualification for the job), national origin, sex, age, disability, marital status, sexual orientation, gender identity, protected veteran status or any other factor protected by law.
Quick Link for Posting https://www.careers.luc.edu/postings/30261 Supplemental Questions
This position plays a critical role in continuously improving support processes, leveraging data to enhance performance, and ensuring the delivery of innovative, user-centered solutions. This position requires strong leadership and communication skills to effectively manage team performance, maintain a high standard of service delivery, and cultivate a welcoming support environment for the diverse needs of the university community.
Duties and Responsibilities· Lead and develop a team of full-time service desk staff and student workers, fostering a collaborative and high-performing environment that delivers exceptional IT support to the university community.· Provide regular feedback, performance evaluations, and opportunities for professional development.· Foster a supportive, collaborative team culture focused on delivering exceptional customer service.· Ensure the service desk provides professional, courteous, and timely support to all university users, including faculty, staff, and students.· Promote a customer-focused approach to IT support, prioritizing user satisfaction and clear communication.· Act as an escalation point for complex or high-priority issues, ensuring swift and effective resolution.· Oversee the logging, prioritization, assignment, and resolution of IT incidents and service requests through the university’s ticketing system, TeamDynamix.· Track and analyze service desk metrics, including response times, resolution rates, customer satisfaction, and ticket backlog.· Generate and present regular reports on service desk activities, performance trends, and improvement opportunities to university leadership.· Administer and maintain the university’s ticketing system, TeamDynamix, ensuring optimal configuration and usage.· Evaluate and improve service desk workflows, processes, and documentation to enhance efficiency and quality of support.· Lead efforts to document recurring IT issues and solutions in a shared knowledge base to encourage self-service and improve team response times.· Develop and maintain a knowledge base with resources, FAQs, and troubleshooting guides to support service desk staff and end users.· Partner with other ITS teams (e.g., infrastructure, network, security) to facilitate cross-team issue resolution and system optimization.· Work closely with university departments to understand their IT needs and ensure alignment with service desk priorities.· Solicit and act on feedback from users to identify areas for improvement in service delivery.· Lead initiatives to enhance customer service, streamline processes, and adopt new tools or technologies that benefit the university community.
- Perform other duties as assigned. Minimum Education and/or Work Experience .A Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and professional experience, is required. Qualifications Must be inspired to continuously improve the University’s experience of IT service. Success in this role demands experience in developing and operating service management platforms. Skill in business analysis and excellent customer and team communication are also required
Language Ability Excellent and persuasive communication (oral, written, presentation), interpersonal and consultative skills to work effectively with external customers and providers, and internal clients at all levels of the University. Core consulting skills such as business writing, presentation, and analytic comparison. Ability to read, analyze, and interpret general business processes, technical procedures, and user manuals. Ability to develop and write reports, business correspondence, and procedure manuals. Able to communicate technical ideas and concepts to non-technical audiences
Interpersonal · Positive attitude and strong work ethic. Ability to work independently and in team settings. Focuses on accountability and problem and conflict resolutions. Maintains confidentiality and follows ITS and other University policies regarding data security and protection. Balances team and individual responsibilities. Contributes to building a positive team spirit. Effectively influences actions and opinions of others. Strives to continuously build knowledge and skills. Shares expertise with others. Able to communicate technical ideas and concepts to non-technical audiences. Excellent oral and written communication skills. Shows respect and sensitivity for cultural differences; supports and engages with University Diversity, Equity, and Inclusion initiatives. Treats people with respect. Works with integrity and ethically; handle sensitive and confidential issues and materials appropriately. Organizational Skills Must be hands-on, detailed oriented and have the ability to quickly adapt to changes and new ideas. Supports organization’s goals and values. Develops strategies to achieve organizational goals. Adapts strategy to changing conditions. Includes appropriate people in decision-making process. Strong administrative and organizational skills. Communication Excellent customer-facing skills, especially those applicable to oral and written presentations. Ability to develop and write reports, business correspondence, and procedure manuals. The position must have the ability to respond to questions appropriately and promptly from a variety of customers. Solicits customer feedback on how to improve service. Core consulting skills such as business writing and presenting, and analytic comparisons. Ability to read, analyze, and interpret general business processes, technical procedures, and user documentation. Ability to develop and write reports, business correspondence, and procedure documentation. Able to communicate technical ideas and concepts to non-technical audiences. Reasoning Ability Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives. Synthesizes complex or diverse information. Generates creative solutions; Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Works well in both group and individual problem-solving situations. Looks for ways to improve and promote quality. Responds promptly to client needs. Solicits client feedback to improve service. Responds to requests for service and assistance. Ability to be flexible and adaptable to changing environments and business situations. Support change management initiatives as well as explain changes to others. Proactively manages change through existing change management processes, and project risks through early identification, negotiation and/or escalation when required. Evaluate technology problems and create manageable solutions. Able to synthesize complex or diverse information at an enterprise level. Certificates/Credentials/Licenses A Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and professional experience, is required. Computer Skills Operating Systems and Software: Proficient in Windows and macOS, office productivity tools (e.g., Microsoft Office 365, Google Workspace), and peripherals. Familiarity with Power BI is a plus. Ticketing Systems: Experience with IT service tools like TeamDynamix, ServiceNow, or Ivanti for logging and tracking service desk requests. Remote Support: Skilled in tools like Remote Desktop Protocol or TeamViewer for troubleshooting. Troubleshooting: Ability to resolve Level 1 hardware, software, and network issues efficiently. System Administration: Familiarity with Active Directory for user account management. Supervisory Responsibilities Yes Required operation of university owned vehicles No Does this position require direct animal or patient contact? No Physical Demands None Working Conditions None Open Date 12/11/2024 Close Date Position Maximum Salary or Hourly Rate $120,000/ann Position Minimum Salary or Hourly Rate $95,000/ann Special Instructions to Applicants About Loyola University Chicago Loyola University Chicago is a private Jesuit University founded in 1870 by the Society of Jesus. One of the largest Catholic Universities in the United States, Loyola’s professional schools include programs in medicine, nursing, and health sciences anchored by the Loyola University Medical Center, and the Loyola University Chicago School of Law. Comprised of thirteen colleges and schools, Loyola University Chicago offers more than 80 undergraduate and 140 graduate/professional programs while enrolling approximately 17,000 students. In addition to offering a world class educational experience, Loyola University Chicago strives to be an employer of choice by offering its staff and faculty a wide array of affordable, comprehensive, and competitive benefits. Our benefits are centered on health and wellness, financial security, equity, and work-life balance. We offer medical, dental, vision, 403(b), HSA, FSAs, tuition benefit, pre-tax transit benefits, EAP, and more. To view our benefits in detail, click here.
As one of the nation’s largest Jesuit, Catholic Universities, Loyola University Chicago fosters a transformative cultural experience that honors Diversity, Equity, and Inclusion. We are committed to recruiting and retaining a diverse, mission driven workforce that enables a culture of inclusivity. We act with the heart of a nonprofit organization and an academic enterprise with ethical practices that advance the Jesuit Mission. Loyola actively seeks to build a community of diverse opinions, perspectives, and backgrounds that support our Jesuit tradition, while helping Ramblers foster a sense of belonging and affinity for all.
Loyola University Chicago is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion (except where religion is a bona fide occupational qualification for the job), national origin, sex, age, disability, marital status, sexual orientation, gender identity, protected veteran status or any other factor protected by law.
Quick Link for Posting https://www.careers.luc.edu/postings/30261 Supplemental Questions
Required fields are indicated with an asterisk (*).
* Do you possess a Bachelor’s degree in Information Technology, Computer Science, or a related field? Yes No * Why do you want to work for Loyola University Chicago?(Open Ended Question)
* How did you hear about this employment opportunity? Public Job Posting Internal Job Posting Agency Referral Advertisement/Publication Personal Referral Website Other Applicant Documents Required Documents Resume Cover Letter/Letter of Application Optional Documents
Confirm your E-mail: Send Email
All Jobs from Loyola University Chicago