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11 Mar 2016

Full-Time Technology Service Delivery Coordinator

Hobart and William Smith Colleges – Posted by SACJobs Geneva, New York, United States

Job Description

Under the leadership of the Operations and Technical Support
Director, the Technology Service Delivery Coordinator will
be a working member of the Help Desk and Field Support
Teams. This individual will also serve as the focal point
for Incident Management, refining, overseeing and monitoring
the process for resolving incidents, including reporting.
This position serves as a back up to the Director of
Operations and Technical Support.

RESPONSIBILITIES:

Serve as a working member of Operations and Technical
Support teams (60%)
Includes Tier I, II and III support of hardware and software
for institutional and student computers as well as phone
support for campus constituents.
Manage day-to-day Help Desk operations, as well as workload
for Help Desk and Field Support Full-Time Staff.
Investigate and lead process improvement discussions with
regard to Help Desk, Print Services and Post Office operations.
Incident and Problem Management (30%)
Responsible for facilitating the definition of service level
agreements (SLAs) and key performance indicators (KPIs)
related to services. This includes analyzing tickets to
identify areas that we can make enhancements provide better
service and more self-help options for HWS constituents.
Facilitate the development of processes and methodologies,
to ensure effective monitoring, control and support of
service delivery, to include but not limited to an
escalation and knowledge management.
Other duties and project work as assigned. (10%)

QUALIFICATIONS:

Bachelor’s Degree in related field plus 5 years related
experience, or the equivalent combination of experience,
education and training. Must have served in a technical
support role for at least 5 years. A+ Certification beneficial.
ITIL Foundations Certification strongly preferred. Awareness
of ITIL Framework and concepts required.
Knowledge of TrackIT or another platform-as-a-service
solution required.
Must be able to perform repairs of hardware, install
software and troubleshoot IT-related issues.
Must work well under pressure and have excellent customer
service skills.
A high level of oral and written communication skills in
order to communicate effectively with senior managers,
colleagues and other stakeholders. Must have experience and
the ability to write documentation and provide training.
Critical thinking, analysis and research skills required.
Must be flexible in approach and be comfortable with a fluid
organizational structure that requires both team work and
self-sufficiency as necessary.

OTHER INFORMATION:

This is a full-time, 12-month, benefits-eligible
administrative position. Some on-call hours required. Some
weekend and evening hours may be necessary. This position
description is not all-inclusive as other tasks or
responsibilities may be assigned.

APPLICATION INSTRUCTIONS:

Review of applications will begin immediately and continue
until the position is filled. Interested applicants are
encouraged to submit a cover letter, resume and the names
with contact information of at least three references to our
application service, Interfolio
https://apply.interfolio.com/34074.

If you have any questions about using Interfolio, please
send to ferran@hws.edu.

 

REQUIREMENTS
Education: Bachelor’s Degree Preferred
Work Experience: 4-6 Years

How to Apply

CONTACT / ADDITIONAL INFO Peggy Ferran Associate Director of Human Resources ferran@hws.edu

Job Categories: IT / Technology. Job Types: Full-Time. Job Tags: Delivery Coordinator and Technology Service. Salaries: TBD - Based on Experience.

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