Top 4 Help desk analyst Jobs in Fort Dodge, Ia

Technology Customer Service Manager
Solutions Management Group —Fort Dodge, IA
- Full-time
- Computer science
- Microsoft Excel
- Computer Science
- Paid holidays
- Disability insurance

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Technology Customer Service Manager

Solutions Management Group -
Fort Dodge, IA

Apply Now

Job Details

Full-time

Benefits

Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Paid time off
Employee assistance program
Vision insurance
401(k) matching
Life insurance

Qualifications

Customer communication
Staff supervision
Team supervision
Adobe Flash

Full Job Description

Job Purpose

The Technology Customer Service Manager is responsible for leading the Service Desk Analyst and Computer Support Technicians who manage the Iowa Central Community College's computing endpoints and will ensure that policies and procedures set by the Leadership Team are applied consistently.

The Technology Customer Service Manager will organize and coordinate endpoint deployment and break-fix efforts through the day-to-day coaching of the team, ensuring efficient and accurate resolution of incidents and requests.

This position will focus on First Contact Resolution (FCR) and will directly interface with the Computer Support Services Incident & Service Request Teams to escalate the resolution of all remaining issues. In addition, the Customer Service Manager will coordinate the creation of self-help documentation, based on trending common questions, and work closely with the Service Center Supervisor and the Tech Support Supervisor in developing training content.

Primary Job Responsibilities

Provides excellent customer service to all Iowa Central Community College staff
Participates in the hiring/training/developing of the Service Desk Analyst and Customer Support Technicians
Provides coaching and direction of staff by assigning appropriate resources and reviewing processes and deliverables of all activities performed by their team
Manages the development, training, and ongoing performance of all team members
Acts as the first point of contact for North Iowa Central Community College in the absence of the Director of Dedicated Client Services
Facilitates ongoing communication between the Service Desk, Student Service Desk, Customer Support Technicians, Department functional units, and System Administration as necessary to ensure rapid incident resolution
Engages with the client's CIO on a regular basis and attends the reoccurring checkpoint meetings
Motivates team to utilize Industry best practices and deliver outstanding customer service and satisfaction to all locations
Leads and participates in projects, using departmental incident/project tracking software and Agile work-flow methodologies
Produces Quarterly metrics and templates to evaluate technical support issue response times and issue resolution with teams
Complies reports of SLA’s targets/numbers/types of requests, analyze the data, and then communicate to the team.
Works with various departmental leaders and stakeholders to implement service delivery & support requirements.
Establishes target activities and manages the Service Desk Analysts team's daily workflow

Hours

The employee works a full-time schedule, Monday-Friday from 8:00 am-5:00 pm.

This position is Exempt.

Qualifications

Employee must be able to execute strong customer service skills
Associates Degree or Certificate/Diploma in computer science or related field
Management experience is required
Computer knowledge: Microsoft Word, PowerPoint and Excel, MAC operating system, and Adobe Flash Media Live

Benefits

Health, Dental, and Vision insurance
Company paid STD/LTD Insurance for employee
Company paid Life Insurance $10,000.00 policy for employee
Section 125 Flex Spending Account
401(K) Retirement Plan and 401(k) match
Paid Time Off (Vacation, PTO and Holidays)
Paid Volunteer Time
Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer

#hc235891

Apply Now

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help desk analyst jobs in fort dodge, ia

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