Position Details Position Information Department Service Desk (JIS) Position Title Manager 1-IT Job Title Service Desk Manager Appointment Type Professional Faculty Job Location Corvallis Benefits Eligible Full-Time, benefits eligible Remote or Hybrid option? Yes Job Summary The University Information and Technology department is seeking a Service Desk Manager. This is a full-time (1.00 FTE ),12-month, professional faculty position. The Service Desk Manager provides day-to-day managerial oversight for the University Information and Technology ( UIT ) Service Desk. Reporting to the Service Desk Director, the position manages a team of full-time represented and non-represented staff that support OSU faculty, staff, and students. The Service Desk Manager works closely on a daily basis with the Service Desk Director and Service Desk Supervisor. The Service Desk Manager is also a member of a team of IT managers providing IT support to the OSU community more widely. UIT commits to deliver data as a strategic working asset and to enable data informed decision making across OSU . UIT leaders and staff lead by example and use data to inform decision making at all levels in the organization. Persons in technology roles are also expected to design systems with data portability in mind and work within enterprise architecture and privacy guidelines. UIT commits to and believes in the strength and value of diversity, equity, inclusion, and access ( DEIA ) both throughout our team and as an intentional and active practice to advance the vision, mission, and strategic efforts of the entire university. As a member of the UIT community, the person in this position is expected to foster and promote the values of DEIA and demonstrate a commitment to inclusive excellence in their work. Proactively securing and protecting OSU’s digital assets and information systems is crucial to our missions of teaching and learning, research, and extension and engagement. All OSU IT professionals are directly responsible for providing high quality and secure IT systems and services. Persons in technology roles are expected to be responsive to security related actions and requirements, and to collaborate to find secure ways to support the OSU community. Why OSU? Working for Oregon State University is so much more than a job! Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all. FACTS : •Top 1.4% university in the world •More research funding than all public universities in Oregon combined •1 of 3 land, sea, space and sun grant universities in the U.S. •2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties •7cultural resource centers (https://hr.oregonstate.edu/work-life/diversity-and-cultural-resources) that offer education, celebration and belonging for everyone •100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates •35k+ students including more than 2.3k international students and 10k students of color •217k+ alumni worldwide •For more interesting facts about OSU visit:https://oregonstate.edu/about Locations: Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport. Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances. Total Rewards Package: Oregon State University offers acomprehensive benefits package (https://hr.oregonstate.edu/benefits/prospective-employee) with benefits eligible positions that is designed to meet the needs of employees and their families including: •Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents. •Free confidential mental health and emotional support services, and counseling resources. •Retirement savings paid by the university. •A generous paid leave package, including holidays, vacation and sick leave. •Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities. •Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program. •Optional lifestyle benefits such as pet, accident, and critical illness insurance, giving you peace of mind and the support you need to thrive in all aspects of your life. Future and current OSU employees can use theBenefits Calculator (https://hr.oregonstate.edu/benefits/new-employees/benefits-calculator) to learn more about the full value of the benefits provided at OSU . Key Responsibilities Management and Coordination – 30% + Oversee the overall activities and operations of UIT’s Service Desk, serving the entire OSU community. + Work closely with the Service Desk Supervisor to manage daily operations, including the call center, walk-up service, ticket queue, knowledge base, and other support channels. + Directly manage the Service Desk Supervisor and Service Desk Information Technology Consultants (ITCs) and indirectly manage a team of about 100 student employees. Serve as a backup student supervisor as needed. + Recruit, hire, train, supervise, and evaluate employees; respond to grievances and resolve disputes. + Foster a positive, team-oriented, customer-service-focused workforce. + Develop, assign, and approve work procedures and timelines, and meet regularly with full-time staff for check-ins. + Ensure the Service Desk team have the tools, access and training needed to perform their duties effectively. Customer Service – 30% + Ensure that information about customer interactions with the Service Desk is documented accurately and that communications to customers are clear, concise, and professional. + Coach staff and student employees on excellent customer service and communication. + Review customer feedback for issues and trends regarding customer service. + Handle escalations from the Service Desk when customers are frustrated or when it is unclear how to proceed. + Facilitate advanced technical support for troubleshooting IT issues, including problem investigation, preventive maintenance, and contacting vendors, manufacturers, campus agencies, and other support organizations to resolve issues. + Research and resolve unique technology problems through consultation with others in the field. + Ensure that documentation is done accurately and in a timely manner. + Monitor trends for accuracy and quality of support provided to customers. + Coordinate with the Service Desk Director and Service Desk Supervisor to review and revise Service Desk processes as needed for better customer service and efficiency. Performance Monitoring and Feedback – 10% + Provide feedback to the Service Desk Supervisor regarding student technicians’ performance. + Monitor ticketing queues to ensure timely resolution of incidents and service requests. + Track, document, and report performance data using industry-standard service desk metrics and key performance indicators (KPIs). + Analyze user requests and feedback to drive support innovation and make data-driven recommendations for improving service delivery. Incident Management – 5% + Coordinate with the Service Desk Supervisor and Service Desk Director on incident management, including major incidents. + Notify the Service Desk team of upcoming maintenance or changes that may result in customer requests, ensuring appropriate documentation is available to support customers during and after changes. Team Training and Development – 10% + Coordinate training for the Service Desk team as needed when there are changes to IT services or processes. + Ensure the Service Desk team is up-to-date and able to advise customers on standard and recommended enterprise-wide applications and best practices, including information security and IT accessibility. Budget and Policy Recommendations – 5% + Assist the Service Desk Director and Business Architecture Executive Director in preparing annual budgets. + Evaluate trends that may affect the forecasted budget. + Plan and select appropriate tools, processes, and procedures to meet defined UIT policies and goals. + Make policy and procedural recommendations to the Service Desk Director. + Ensure that services provided by the Service Desk are accessible and in compliance with relevant IT accessibility regulations. Professional Development – 10% + Stay abreast of IT projects, developments, and offerings within the OSU community; maintain a working knowledge of university applications and services. + Maintain professional knowledge of technology trends in higher education through research, training, attending conferences, and peer networking. + Build and foster strong collaborative working relationships with colleagues in UIT and other departments. + Occasionally lead or participate in IT projects within UIT or across OSU IT. What You Will Need + Bachelor’s degree in Computer Science or related field, or equivalent combination of education and experience. + Minimum of two (2) years of direct supervisory experience in a technical environment. + Minimum of four (4) years of experience providing IT support. + Demonstrable leadership and supervisory experience and skills with the ability to foster an effective work environment that encourages teamwork and employee growth. Ability to recruit and manage multiple staff. + Knowledge and experience with a variety of desktop operating systems, including Windows, macOS and mobile operating systems, and a wide range of software applications, including Microsoft 365 applications. + Effective communication skills and excellent interpersonal skills. + Independent problem­ solving and decision-making, self-direction, and ability to manage a complex workload. + Demonstrable track record of success in managing relationships. + Demonstrable ability to maintain a team-oriented, professional, and cooperative attitude at all times. + Demonstrable commitment to promoting and enhancing diversity and cultural sensitivity in the workplace. This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. What We Would Like You to Have + Experience supporting IT in an academic environment. + Demonstrable experience managing a high-volume IT call/service center. + ITIL or ITSM certification. + Experience supporting the Microsoft 365 suite of applications, including Outlook, Teams, OneDrive, and SharePoint. + Foundation in knowledge management, e.g. Knowledge Centered Service ( KCS ) experience. + Knowledge of accessibility in IT. Working Conditions / Work Schedule This position involves frequent long-term use of a computer and phone in an office environment and walking to other locations while carrying a laptop. May involve driving to some customer office locations if appropriately trained. The work schedule is primarily Monday-Friday 8am-5pm and is primarily on-site at the OSU Corvallis campus. This position may provide essential services during emergencies and inclement weather. This position may be required to fulfill essential services and functions during these times. Hybrid schedule for in-person and remote work negotiable. Pay Method Salary Pay Period 1st through the last day of the month Pay Date Last working day of the month Recommended Full-Time Salary Range $99,600 - $109,269 Link to Position Description https://jobs.oregonstate.edu/position\_descriptions/164406 Posting Detail Information Posting Number P08845UF Number of Vacancies 1 Anticipated Appointment Begin Date 07/01/2025 Anticipated Appointment End Date Posting Date 02/17/2025 Full Consideration Date Closing Date 03/03/2025 Indicate how you intend to recruit for this search Competitive / External - open to ALL qualified applicants Special Instructions to Applicants When applying you will be required to attach the following electronic documents: 1) A resume/CV; and 2) A cover letter indicating how your qualifications and experience have prepared you for this position. You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process. For additional information please contact: Kirsten Petersen at kirsten.petersen@oregonstate.edu or 541-737-8291 OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community. OSU will conduct a review of the National Sex Offender Public website prior to hire. Starting salary within the salary range will be commensurate with skills, education, and experience. OSU is a fair chance employer committed to inclusive hiring. We encourage applications from candidates who bring a wide range of lived experience including involvement with the justice system. This job has “critical or security-sensitive” responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate. Take a look at ourBackground Checks (https://hr.oregonstate.edu/careers/background-checks) website including thefor candidates (https://hr.oregonstate.edu/careers/candidates) section for more details. If you have questions or concerns about the pre-employment check, please contact OSU’s Employee and Labor Relations team atemployee.relations@oregonstate.edu. Supplemental Questions Read More at: https://jobs.oregonstate.edu/postings/164809 OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.