Service Desk Manager

Posting Details

Posting Information

Posting Number HMAE1472
Advertised Title Service Desk Manager
Campus Location Main Campus (Memphis, TN)
Position Number 002757
Category Staff (Hourly/Monthly)
Department ITS Service Desk
Minimum Position Qualifications

Bachelor’s degree in relevant area and two years of appropriate experience. Relevant experience may substitute for required education.

Special Conditions
Work Schedule

Monday – Friday
8:00 a.m. – 4:30 p.m.

Posting Date 11/30/2017
Closing Date 12/13/2017
Open Until Screening Begins No
Hiring Range $50,000 - $55,682 per year
Full-Time/Part-Time Full-Time: Benefits Eligible
Working Conditions

While performing the duties of this job, the employee is regularly required to sit; use hands to handle, or feel; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand; reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Additional Working Conditions
Special Instructions to Applicants

All applications must be submitted online at

Applicants must complete all applicable sections of the online application to be considered for a position. Please upload a cover letter, resume, and reference list after completing your application, if required by the system. Required work experience is based on full time hours. Part time work experience will be prorated as listed.

Candidates who are called for an interview must notify the Department of Human Resources in writing of any reasonable accommodation needed prior to the date of the interview.

Is this posting for UofM employees only? No
Positions Supervised
Knowledge, Skills, and Abilities
Additional Position Information

Job Duties

The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Establish and maintain tier one support processes that examine, diagnose, and resolve client support issues; ensure appropriate escalation in timely manner; document resolutions; conduct appropriate follow-ups to ensure satisfactory resolution of issues.

Duties & Responsibilities

Develops, implements, and maintains professional standards that support collaboration and effective communication with the University community.

Duties & Responsibilities

Serves as subject matter expert and provides primary support for service desk software and ticket system.

Duties & Responsibilities

Ensures efficient and accurate routing of tickets, including incidents and service requests.

Duties & Responsibilities

Leverage expertise with solutions for call center, ticketing, ITIL service management, SLA management, root cause determination, and IT service management.

Duties & Responsibilities

Creates, maintains, and analyzes data to recommend improvements in delivery of services.

Duties & Responsibilities

Manages call center staffing and operations to ensure efficient use of resources while providing effective levels of support.

Duties & Responsibilities

Serves as escalation point of contact.

Duties & Responsibilities

Performs other duties as assigned.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Describe your experience resolving client support issues.

    (Open Ended Question)

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter
  2. References List
  3. Unofficial Transcript