REQUIRED QUALIFICATIONS

• High School/GED (degree must be conferred on or before agreed upon start date)
• Six years of related work experience. Post-secondary education may be substituted for years of experience.
• Skills, Proficiencies, and/or Knowledge:
• Experience working with an IT Service Management platform and related data
• Proven ability to lead, coach, and develop team members
• Excellent written and verbal communication skills
• Ability to analyze support trends, identify root causes, and implement process improvements
• Ability to work in a high-volume, fast-paced support environment while maintaining service quality

PREFERRED QUALIFICATIONS

• Bachelor’sIT or a related field.
• Experience managing a centralized service desk in a higher education or large enterprise environment
• Demonstrated success driving improvements in first contact resolution, ticket quality, and customer satisfaction
• Certifications, Registrations, and/or Licenses:ITIL Foundation certification or equivalent service management training

Please refer the Job description for details