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 aligning professional goals, objectives, and performance with college's strategic goals.
- Demonstrates excellent work attendance, reliability and work ethic.
- Attends and actively participates in required meetings and training sessions.
- Complies and adheres to all of Le Moyne's established policies, procedures and codes of conduct at all times, including all health and safety requirements and regulations, to promote desired behavior and build awareness.
- Must complete all required federal, state, institution and department trainings.
- Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry including best practice, evolving operational requirements, and industry trends.
- Performs a variety of related duties as assigned.
QUALIFICATIONS - Bachelor's degree or equivalent academic preparation from a regionally accredited institution required.
- Two (2) or more years of relevant experience in a service delivery environment, preferably performing customer and/or technology support required.
- Strong and demonstrable analytical and problem-solving skills; organized; detail oriented; comprehends, learns, and masters new technologies readily is required.
- One (1) or more years of relevant experience assisting in the supervision and training of individuals in groups of 2 or more preferred.
- Ability to work evenings and weekends when required
- Excellent oral and written communication and customer service skills, particularly the ability to tailor that communication and documentation to people of different ages, ethnicities and technical abilities required.
- Effectively and gracefully manage resources, tasks, multiple priorities and deadlines in a dynamic, service-oriented environment both as a team member and a team leader required.
- Flexibility and adaptability and willingness to embrace change required.
- In-depth and demonstrable knowledge of Windows and Macintosh operating systems, networking technology and instructional and academic computing applications appropriate for a college, including but not limited to Microsoft Office, email, statistical packages, web-based applications preferred.
- Familiarity with the service-oriented culture of a Jesuit college and with the identifying characteristics of an institution of higher education preferred.
- Prior experience in a higher education setting is highly desirable.
- Personal integrity, values, and a commitment to others that is consistent with Le Moyne's mission and vision.
Additional Information: Le Moyne Benefits 403(b) Retirement contribution- (9.5% Employer match) Generous tuition coverage Health insurance options- (Medical, Dental, Vision, Flexible Spending Accounts) Health Savings Accounts- (Partially Employer funded) Basic Life & AD&D Insurance- (Employer paid) Short and Long Term Disability Insurance (Employer paid) Supplemental Life & AD&D Insurance Voluntary benefits- (Legal, Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance etc.) 12 paid holidays Generous time off package
Pay Range: $22.00 per hour
Equal Employment Opportunity Le Moyne College prohibits discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, citizenship & immigration or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Le Moyne makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Application Instructions: To apply for this position please click the 'Apply Now' button and submit the required materials for consideration: * Cover letter outlining your interest in the position * Current resume * Contact information for 3 professional references