Coordinator, Service Desk

Location: City of Syracuse

About Le Moyne College:

Le Moyne College, located in Syracuse, N.Y., is an independent college established by the Jesuits in 1946 to provide students with a values-based, comprehensive academic program designed to foster intellectual excellence and preparation for a life of leadership and service. Today, Le Moyne has evolved into a nationally acclaimed college of liberal arts and sciences that draws students from across the U.S. and abroad.

Our Mission:

Le Moyne College is a diverse learning community that strives for academic excellence in the Catholic and Jesuit tradition through its comprehensive programs rooted in the liberal arts and sciences. Its emphasis is on education of the whole person and on the search for meaning and value as integral parts of the intellectual life. Le Moyne College seeks to prepare its members for leadership and service in their personal and professional lives to promote a more just society.

Le Moyne College aims to advance the values of diversity and inclusiveness at the college. To do this, Le Moyne seeks scholars and professionals who bring innovation, creativity, and impact to the campus, and who bring greater depth, breadth, and diversity to our campus community.

POSITION SUMMARY

The Service Desk Coordinator is responsible for supervision, training, managing tasks for all service desk student workers. This position's primary responsibility is to ensure student workers deliver timely, quality, and professional support to the community. This position is responsible for monitoring daily and weekly tasks, policies and maintain procedures to ensure consistency across the department. The Service Desk Coordinator will also work with the Service Desk Manager on various projects for the department.

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS

Job duties specific to this position:

Student Workers

• Recruit, train, and supervise 20-25 student employees providing Tier 1 IT support
• Schedule shifts to ensure adequate coverage for service desk operations
• Monitor, track, and evaluate student worker performance, providing feedback and coaching using Dolphins Grow process
• Foster a collaborative and professional work environment that promotes growth and development
• Maintain a positive and inclusive work culture that encourages teamwork and professional development
• Organize team meetings and training sessions to reinforce best practices and address performance concerns
• Develop and implement training programs to enhance student workers' technical knowledge and customer service skills.

Service Desk Operations

• Oversee day-to-day IT Service Desk activities to ensure timely and effective resolution of technical issues
• Act as an escalation point for complex technical issues or customer service concerns
• Create and maintain service desk knowledge base, documentation, and standard operating procedures
• Ensure compliance with IT service management best practices and organizational policies

Service Request and Incident Management

• Troubleshoot common technical issues related to hardware, software, and network connectivity.
• Monitor and perform quality assurance of incidents and service requests to ensure proper logging, categorization, and resolution of IT support requests within the service management system.
• Analyze recurring issues and collaborate with IT teams to implement long-term solutions.

Customer Service and Communication

• Promote a customer-focused approach, ensuring a positive experience for users.
• Communicate effectively with students, faculty, and staff regarding IT services, outages, and policy changes

Job expectations for all Le Moyne College employees:

• Demonstrates and role-models all of Le Moyne's mission-based competencies (collaboration, communication, diversity, integrity, leadership and service) in every interaction with all community members and external parties.
• Strengthen digital literacy skills through education and the application of digital technologies in order to effectively engage in information gathering, utilization and data management while promoting a security culture.
• Supports cura personalis by treating all individuals with dignity, professionalism and kindness.
• Promotes cura apostolica by…