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Form of workAbout Seattle Pacific University:
Founded in 1891, Seattle Pacific University has a long and distinguished history in Christian higher education. Located just minutes from downtown Seattle, SPU seeks to be a premier Christian University fully committed to engaging the culture and changing the world by graduating people of competence and character, becoming people of wisdom, and modeling grace-filled community. Seattle Pacific University seeks applicants committed to its Christian mission.
Diversity Statement
As part of our mission of cultural engagement, SPU is committed to building an excellent and diverse staff and faculty. Diversity is an ethos that is inseparable from our Christian faith. At SPU, we recognize diversity as a basic feature of God's creation and a core theme of the gospel. At the heart of our mission-centered commitment to becoming a more diverse community is a desire to represent the breadth of God's kingdom more fully.
We strive to become a workplace of choice and to recruit, develop, and retain faculty and staff who can embrace, value, and engage differences with humility and care. We invite you to join us on our journey by starting a career at SPU! Learn more about SPU's commitment to diversity and opportunities for our employees to deepen their capacity to serve our increasingly diverse student body.
Seattle Pacific University provides reasonable accommodation to applicants. If you need a reasonable accommodation for any portion of the application or hiring process please contact the Human Resources Department at (206)281-2809, or email hr@spu.edu. Notification must be given at least five (5) working days before the accommodation is needed.
Job Description:
General Summary: The CIS (Computer & Information Systems) HelpDesk Manager is responsible for the day-to-day operations of the CIS HelpDesk. The CIS HelpDesk is a central point for SPU faculty, staff, and students to receive technical support; this includes direct customer support, administration of personal computing hardware and software, support of classroom technology/audio visual, and the management of online support resources. The CIS HelpDesk Manager supervises and mentors the student employees that staff the HelpDesk, models a strong work ethic, and possesses excellent technical knowledge and expertise. The CIS HelpDesk Manager will also work closely with the Director of Technology Support Services to set the strategy and vision of the CIS HelpDesk.
Job Duties
Technology Helpdesk: Responsible for customer service, operations, strategy, and vision of the CIS HelpDesk. Monitors the timely and thorough completion of service requests by taking ownership and seeing tasks through to completion. Responsible for coordinating computer support activities with multiple user departments and CIS internal teams, as well as third party vendors. Builds and maintains positive, constructive, and partnering relationships with the SPU campus community. A high level of interaction with others through regular verbal and written communications is the norm.
Hardware & Software Support: Trains and supports HelpDesk Student Employees to ensure customer issues are handled accurately. Works directly with customers and instructs students on how to resolve technology issues that are beyond student employee technical know-how. As a Senior member of the TSS team, provides guidance and direction to HelpDesk Staff or other TSS Staff when insight is needed.
Asset Management: Assists the TSS Director in the management of the University's inventory of technology equipment. This includes coordinating the procurement of new equipment, processing the return of malfunctioning equipment, overseeing the sales of depreciated equipment, and related accounting tasks.
Technology Training: Provides customer training on technology tools and services offered by CIS to the University. This may include: the preparation of materials, documentation, and engaging directly with campus community members one-on-one or in group sessions, in-person or remotely.
Supervisor and Mentor: Supervise and mentor student employees; to help them deliver excellent customer service, critically analyze issues, and bring issues to resolution, as they assist in supporting the SPU community. This includes training, creating support structures, mentoring, providing regular evaluations and feedback, as well as assignment of tasks. Work collaboratively with full-time staff as they support the HelpDesk and the student employees and its customers through ticket completion and service requests.
Software and System Security: Enforce policies and security measures to safeguard organizational information against accidental or unauthorized damage, modification or disclosure, control data system access permissions and privileges. Maintain working knowledge of current security issues, laws and policies related to data and technology systems.
Documentation and Procedures: Develop, implement, and manage technical support processes, procedures, and documentation for CIS employees and end users. Documents and creates procedures that will enforce?standards, communicate best practices,?define roles and responsibilities,?and sustain the optimal technical support in the SPU community.
Continuous Improvement: Stays current on technology and best practices related to HelpDesk and technical support, PC computing, audiovisual technology tools, classroom technologies, PC security, and other methodologies. Incorporates new knowledge and ideas into long range planning for client computing and standards. Works with the Director of TSS to Identify ways the HelpDesk or TSS Team as a whole can work together more efficiently and effectively while continuing to deliver excellent service to campus.
Team Player: Provides leadership for projects in TSS and the department as called upon by the Director or CIO. Committed to a collaborative and collegial mindset and positive attitude. Places the needs of the University and CIS above the preferences of oneself. Performs other related duties as assigned to support the mission of the team.
Requirements:
- 3-5 years of experience in technology support, customer service, or equivalent skillset. Preferred Bachelors or Master's degree in IT Service Management, Business Administration, Education, or related field.
- High-quality customer service ability amid a multi-modal Help Desk environment (phone, walk-in, and ticketing system).
- Previous experience supervising and mentoring staff.
- Superior verbal and written communication skills.
- Strong interpersonal and teamwork skills.
- Experience with standard client software (Microsoft Office Products, O365, Anti-malware and anti-virus software, multiple operating systems, browsers, etc.).
Preferred Qualifications:
- Bachelors or Master's degree in IT Service Management, Business Administration, Education, or related field.
- 5+ years of experience in technology, workstation, or user support or equivalent.
- 2-3 years of experience supervising and mentoring staff.
- Experience working with ticketing systems, Active Directory, documentation platforms, and other client hardware and software management tools.
- Certifications related to Workstation support (e.g.: A+, etc.).
Additional Information:
Position will remain open until filled.
Salary: $80,000
This is a full time position with excellent benefits. SPU pays the employee premium for medical, dental, and vision insurance. SPU makes contributions to an employee HSA account and to a retirement account after one year of eligibility in the plan. Tuition discount program available for the employee and qualified immediate family members.
Application Instructions:
Please submit a cover letter and resume along with the online application.
Frequently Asked Questions (FAQ's)
