Position Function:
A Desktop Services Manager is responsible for all desktop support issues for Information Technology Services’ supported departments in addition to general IT support for University Enterprise Systems as they relate to our MSU academic environment. This position also assists and recommends departmental software and hardware purchases, configuration and training, integration with other systems, and compliance with University policies and procedures. This is a customer focused position that requires a strong sense of urgency, open communication, advanced desktop technical skills, excellent customer service skills and a strong aptitude to learn and teach the integration of various information technology systems within our educational environment. This position coaches, mentors, manages and directs all the Desktop Specialist personnel to meet the tasks, goals and mission of User Services and ITS. This position reports directly to the Director of User Services and should maintain open communication with the director on a regular basis to ensure proper priority is given to tasks and projects.
Salary Grade: 17
Please see Staff Compensation Structure or Skilled Crafts and Service Maintenance Compensation Schedule for salary ranges. For salary grade UC, these positions are "Unclassified" and salary ranges are determined by the hiring department.
Essential Duties and Responsibilities:
1. Manages and/or resolves clients' information technology problems and issues:
a. Monitors appropriate queue for incidents assigned.
b. Communicates with superiors regarding issues and problems in the field.
c. Communicates with clients regarding problems and/or issues.
d. Troubleshoots and resolves problems efficiently and in a timely manner that frequently require working beyond the normally scheduled work hours.
e. Provides coordination with secondary support if necessary and closes tickets when problems are resolved to clients' satisfaction.
f. Coordinates the successful deployment of new applications and Enterprise systems.
g. Assists in resolving system issues with applications and Enterprise systems.
2. Demonstrates expertise in installation and troubleshooting of Windows and Macintosh operating systems:
a. Highly experienced with multiple versions of Windows and Mac operating systems.
b. Advanced analytical skills to trouble shoot operating system problems.
c. Take initiative to extensively learn the latest updates, service packs and/or operating versions.
3. Provides recommendations, operational assistance and training on various MSU information technology data and/or voice systems.
a. Works with clients through the life cycle of the purchase, installation, training and maintenance of PC and other related equipment and systems.
b. Answers questions regarding the use and configuration of systems.
c. Creates, manages, and performs deletion of accounts.
d. Works with clients to provide systems training when applicable.
4. Remains current on information technology issues related to an academic environment and provides information and assistance to clients with new information technology acquisitions.
a. Reads IT related publications (printed or Web-delivered).
b. Evaluates new information and assists clients with new information technology acquisitions.
5. Provides best-of-class customer service.
a. Anticipates clients’ needs and responds in an appropriate and timely manner.
b. Develops a strong trusting relationship with clients.
c. Communicates the status of issues with clients, team members and upper management.
6. Highly skilled in the installation, configuration and support of Desktop core services:
a. Windows and Macintosh Operating Systems and supported applications
b. AD Joined Workstations
c. Mobile Integration Service
d. Anti-Malware/Virus Enterprise Service
7. Maintains open communication with the Director of User Services
a. Meets on a regular basis to discuss issues/problems that the Desktop Services team encounters
b. Provides information of any urgent requests requiring upper management involvement/approval
8. Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a distributed organization; flexible in adapting to clients’ changing needs.
9. Performs miscellaneous job-related duties as assigned.
Supervisory Responsibility:
The Desktop Services Manager has supervisory responsibilities for the entire Desktop team:
1. Mentor, coach and guide Desktop Specialist personnel to ensure the Desktop Services team is meeting their specified goals:
a. Meet on a regular basis with Desktop Specialist personnel to discuss tasks at hand.
b. Ensure regularly open communication with the Desktop Services team.
c. Assist, guide and verify Desktop Services personnel are abiding by University and ITS policies and procedures.
d. Maintain open dialogue with the Director of User Services to ensure departmental goals and priorities are being met.
2. Involved and responsible for Desktop Services personnel issues:
a. Heavily involved in the hiring process of new Desktop Services personnel.
b. Responsible for hiring and scheduling of Desktop Services student workers.
c. Responsible for preparing annual reviews for all Desktop Services personnel.
d. Address any Desktop Services personnel issues/problems as they arise.
e. Inform the Director of User Services of personnel issues.
Minimum Qualifications:
Bachelor's degree in Information Technology or a related field from an accredited college or university.
Minimum of 5 to 7 years’ experience of customer/desktop support is required.
Preferred Qualifications:
• Proven experience in providing IT support to executive-level staff and VIPs.
• Experience providing IT support in a higher education environment.
Knowledge, Skills, and Abilities:
• Exceptional interpersonal and customer service skills.
• Ability to concentrate/focus for long periods of time.
• Strong aptitude to handle multiple urgent tasks throughout the day.
• Extremely self-motivated.
• Expert in the removal of malware and viruses.
• Requires no supervision.
• Expert in the configuration of mobile devices to use ITS Exchange integration services.
• Ability to initiate new tasks after an assigned task has been completed or passed on.
• Excellent in teaching others how to use information technology.
• Intense desire to learn new technologies.
• Expert in the installation and support of PC and/or Macintosh OS/application software.
• Excellent oral and written communication skills.
• Experience with Exchange/Office 365
• Knowledge of AD groups.
• Attributes that contribute to a Desktop team member meeting their fullest potential:
o Promotes team cooperation.
o Assists team members in completing deadlines and goals.
o Develops strong working relationships with other team members.
o Develops working relationships with other groups within ITS.
o Assists in the training of new Desktop Specialist.
o Assists other groups within ITS in resolving issues with Enterprise Systems.
• Advanced knowledge of the following:
o Troubleshooting networking issues in a complex VLAN environment.
o Installation and support of Microsoft Office Suite Products.
o Installation and support experience with AD joined workstations.
o Installation and support experience with Microsoft Windows and Macintosh OSs.
o Experience with ITSM systems.
Certification or Licensure Requirements:
Certifications are preferred but are not required for this position.
Working Conditions and Physical Effort
1. This position requires the ability to manipulate a variety of office equipment, including occasional lifting of up to 50 pounds.
2. Most work is performed in a comfortable indoor facility.
3. Routine deadlines; usually sufficient lead-time; variance in work volume seasonal and predictable; most priorities can be anticipated; some interruptions are present; involves occasional exposure to demands and pressures from persons other than immediate supervisor.
4. Job frequently requires sitting, reaching, talking, listening, and handling objects with hands.
5. Job occasionally requires standing, walking, stooping/kneeling/crouching/crawling, and occasional lifting up to 50 pounds.
6. Vision requirements: Ability to see information in print and/or electronically.
Instructions for Applying:
Link to apply: http://explore.msujobs.msstate.edu/
All applicants must apply online at www.msujobs.msstate.edu by attaching a cover letter and resume which includes the names and addresses of 3 professional references. We will accept applications only from persons with indefinite employment authorization in the U.S., and will not sponsor for nonimmigrant or immigrant status for this position.
Equal Employment Opportunity Statement:
Mississippi State University is an equal opportunity institution. Discrimination is prohibited in university employment, programs or activities based on race, color, ethnicity, sex, pregnancy, religion, national origin, disability, age, sexual orientation, genetic information, status as a U.S. veteran, or any other status to the extent protected by applicable law. Questions about equal opportunity programs or compliance should be directed to the Office of Civil Rights Compliance, 231 Famous Maroon Band Street, P.O. 6044, Mississippi State, MS 39762, (662) 325-5839.
What do I do if I need an accommodation?
In compliance with the ADA Amendments Act (ADA), if you have a disability and would like to request an accommodation in order to apply for a position with Mississippi State University, please contact the Department of Human Resources Management at tel: (662) 325-3713 or ada@hrm.msstate.edu.
If you have any questions regarding this policy, contact the Department of Human Resources Management at (662) 325-3713 or ada@hrm.msstate.edu. Upon request, sections of this job listing are available in large print, and readers are available to assist the visually impaired.
