Penn State IT Service Desk Manager
Penn State University
Enterprise IT is seeking candidates for an IT Manager. This position is responsible for managing day-to-day operations of the Penn State IT Service Desk. The successful candidate will have experience managing and leading teams to meet defined goals. This position will assist in creating, implementing, and maintaining programs and strategies for support and ongoing improvements at the Service Desk. The candidate must work well in a team environment and possess the ability to work through complex, and often unstructured problems to provide solutions that either meet or exceed expectations as well as be able to serve as a Service Desk representative in a variety of University initiatives. In addition, they will need to demonstrate the ability to empower employees and lead the unit through change and towards organizational priorities. This includes but is not limited to, coaching, consulting, coordinating, facilitating, and evaluating performance to ensure results. This job will be filled as a level 1, or level 2, depending upon the successful candidate's competencies, education, and experience. Typically requires a Bachelor's degree or higher, or an equivalent combination of education and experience for a level 1. Additional experience and/or education and competencies are required for higher level jobs. Familiarity with Service Desk support, ServiceNow and Major Incident Response Processes and the ability to apply them to the University’s environment are a plus. The ability to manage both staff as well as multiple projects and priorities; excellent interpersonal and communication skills; a collaborative, solutions orientation; project management skills; as well as a customer-first approach and strong attention to detail and are required.
These salary bands have been established to provide salary guidelines for staff positions.