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The Service Delivery Manager provides leadership, management, and guidance to the IT Service Desk and its staff. Promotes the delivery of exceptional IT services, including service desk operations, classroom technology and event support. Develops and implements knowledge management practices that enhance the digital literacy of Le Moyne College's community. Actively advances and promotes Le Moyne's mission, Catholic and Jesuit identity, and commitment to both social justice and care for the whole person.

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS

Job duties specific to this position:

• Develops, recruits, and supervises the Service Desk Coordinators who are responsible for incident and service request management, including first call resolution, escalation, and promoting response and resolution in accordance with established standards.
• Lead in the development of the Support Services' knowledge management practices and assist in the creation and enhancement of resources for internal and external use.
• Lead and coach the Service Desk Coordinators in the development of a comprehensive student employee program
• Lead the coordination of communications between Information Technology and the College community with respect to incidents, enhancements to services, and new initiatives.
• Facilitate daily operations meetings with department representatives to ensure collaboration and awareness of operational activities
• Report on and lead in the analysis of trends and effectiveness of policies and procedures for problem resolution and provide operational recommendations.
• Perform monitoring activities to ensure quality, timely, and professional services are being delivered to the College community
• Facilitate collaboration with academic and administrative departments to assess their IT needs and offer guidance for implementing solutions
• Serve as a member of the team that is responsible for Support Services on call evening and weekend support
• Assists in the preparation of annual operating and capital budgets for the IT Service Desk.
• Assist in the support of the team responsible for AV classroom and event support.
• Maintain an awareness of new products, technologies, trends and advances in the profession.
• Maintains a constituent centric approach at all times. Demonstrates professionalism in contacts with others.

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.

• Bachelor's degree or equivalent academic preparation from a regionally accredited institution.
• Three (3) or more years of professional experience with responsibility in the management of a service environment and knowledge management.
• Experience with ITIL or comparable service management framework.
• Experience supervising staff in a fast-paced environment
• Knowledge of PC and Macintosh based operating systems and instructional and academic computing applications appropriate for a college.
• Strong commitment to quality customer service
• Flexibility, adaptability, and willingness to embrace change.
• Excellent oral and written communication skills, particularly the ability to tailor that communication to people of different ages, ethnicities and technical abilities.
• Effectively and gracefully, manages multiple priorities and deadlines as a team member and a team leader.
• Experience in project management and enabling collaboration and effective team communications
• Quickly comprehends new concepts and master new technologies.
• 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.

Diversity, Equity & Inclusion job expectations for all Le Moyne College employees:

• Demonstrates commitment to promoting a more diverse, inclusive and equitable work environment by supporting the diversity, equity, and inclusion goals of the employee's unit.
• Regularly participates in professional development opportunities to become more aware of DEI issues and to consider ways in which their work can be expanded to honor and incorporate the diversity of our community.
• Works to neutralize institutional bias by analyzing the policies and procedures of their unit and making suggestions to remove barriers for historically underserved people.
• Promotes open communication across Le Moyne's community in order to create an inclusive environment, and understanding of others backgrounds, ideas, and perspectives.

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 (In addition to paid time off the week between Christmas and New Years)
• Generous time off package

Range: $55,341 - $63,400

Equal Employment Opportunity

Le Moyne College is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit 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.