The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Service Desk Manager with an exceptional commitment to service excellence to join its team. As the Service Desk Manager, you will be an integral member of the Customer Experience team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.
ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USC’s ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.
We are looking for top talent to join us on our journey.
USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.
USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.
The candidate for the position of Service Desk Manager must meet the following qualifications:
The ideal candidate for the position of Service Desk Manager has the following qualifications:
THE WORK YOU WILL DO
The Service Desk Manager leads a high-performing frontline customer support team in providing customer service excellence to a diverse range of university stakeholders. The Service Desk Manager is responsible for driving service quality and continuous service improvement for Level 1 processes and plays a key role in building a best-in-class organization by ensuring that the frontline team is responsive to the needs of a broad range of customers. The Service Desk Manager ensures that critical issues are tracked, managed, and escalated appropriately and facilitates effective issue resolution in a timely manner. As a member of ITS, the Service Desk Manager is expected to model and cultivate ITS’s cultural values and behaviors within his or her team.
The Service Desk Manager:
3434 S. Grand Ave., Suite 127 Los Angeles, CA, 90007Contact