Senior Help Desk Analyst Jobs in Baytown, TX (NOW HIRING)

The Help Desk Manager's role is to work closely with and take directions from the IT Senior Manager to maintain service level targets and CSAT performance according to OIT guidelines. Relevant experience includes inbound omnichannel contact management, service request and ticket management, volume forecasting, and staffing. Dedicated to delivering exceptional customer service for TSU students, faculty, and staff.

Manage the daily performance of the OIT help desk agents. Working with the Help Desk analyst, ensure proper, meaningful reporting is updated for Monthly Business Review (MBR). Working with the Help Desk Analyst, evaluate data from ServiceNow to identify trends in technology performance that could be preemptively acted upon to improve the overall OIT service performance. Working with the Help Desk Analyst, report on, evaluate, and make recommendations on improvements to our channel access points (web site, voice IVR, chat, walk in) Assist in drafting and maintaining SLOs for the help desk and Engagement Technicians. Report on performance against SLO criteria in the MBR. Accurately forecast call volumes to ensure proper staffing of the help desk. Own the inbound omni channel experience and look for new ways to deploy/improve automated self-service. Recommend desktop tools to elevate customer experience (RDS, Chatbots, AI experiences, etc.) Maintain a 360-degree perspective on campus life and the role the OIT help desk plays in administration, faculty, and student's daily technology expectations. Provide insights into consistently improving the help desk experience for customers. Handle any escalations from the various channels including walk-ins. All other duties as assigned.

Position Information

Posting Number - TSU203697

Official TSU Title - IT Helpdesk Manager

Grant Title - N/A

Hiring Range - $80,870.19 - $103,109.49

Education - Bachelor's Degree (B.A. or B.S.) in Information Technology, Business or closely related discipline from an accredited four-year college or university preferred.

Required Licensing/Certification - Service-NOW experience is preferred. ITIL Certification is preferred.

Knowledge, Skills, and Abilities - Knowledge: Must have outstanding written/oral communication and analytical skills, excellent presentation skills, and the ability to communicate on both a technical and business level. Must be proficient in call center management. Must be driven by the desire to offer quality services to the faculty, staff, and students, in a timely and efficient manner. Proven work experience as a Help desk supervisor/manager. Hands on experience with help desk and remote-control software. Solid technical background with an ability to give instructions to a non-technical audience. Customer service oriented with a problem-solving attitude. Excellent written and verbal communications skills. Team management skills. Expert knowledge of recent industry trends and standards and future directions of technology in the learning environment, office administration, and ability to effectively advocate for new ideas. Must be highly proficient in Microsoft Office Suite, and other solutions for project management, scheduling, reporting and presenting data. Skills: Must possess excellent written and oral communication skills and demonstrate a high degree of professionalism and diplomacy. Must display excellent administrative, organizational, and time management skills while operating in a fast-paced environment. Must possess a strong work ethic and ready to work extremely hard executing tasks and assignments. Self-motivated, positive attitude, and a mature, professional personality, and demeanor. Work is substantially complex and varied, and requires the interpretation of technical and detailed guidelines, policies and procedures in combination. Ability to: Effectively manage a team. Prepare detailed reports. Work independently. Communicate effectively. Analyze and research for solutions. Troubleshoot.

Work Experience - Requires five (5) to six (6) years of related experience. Requires broad knowledge of complex systems and procedures Must have excellent written and verbal communication skills. Ability to maintain the security or integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment or water treatment system.

Working/Environmental Conditions - While performing the duties of this job, the employee is regularly required to: sit, walk, talk, and hear, use hands to move items and to operate computer. The employee is frequently required to: stand, reach with hands and arms, climb, stoop, or kneel or crouch, and lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work is performed within routine office environment with no exposure to hazardous or unpleasant conditions.

UA EEO Statement - It is the policy of Texas Southern University to provide a work environment that is free from discrimination for all persons regardless of race, color, religion, sex, age, national origin, individuals with disability, sexual orientation, or protected veteran status in its programs, activities, admissions or employment policies. This policy of equal opportunity is strictly observed in all University employment-related activities such as advertising, recruiting, interviewing, testing, employment training, compensation, promotion, termination, and employment benefits. This policy expressly prohibits harassment and discrimination in employment based on race, color, religion, gender, gender identity, genetic history, national origin, individuals with disability, age, citizenship status, or protected veteran status. This policy shall be adhered to in accordance with the provisions of all applicable federal, state and local laws, including, but not limited to, Title VII of the Civil Rights Act. Manual of Administrative Policies and Procedures