ITS Service Desk Manager

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.

* 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.

.A Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and professional experience, is required.

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

Interpersonal *

A Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and professional experience, is required.

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.