Functional Title: CHAPDesk Assistant Manager
Classification: Hourly position – Non-exempt
Division: Technological Advancement
Reports To: Director of IT Operations
Primary Function: The CHAPDesk Assistant Manager provides prompt issue response and technical support to LCU students, faculty and staff. They also will be responsible for supervising the CHAPDesk student worker staff.
The role of the Chap Desk is an important function in the overall IT service management structure. It is the first level of contact with Faculty, Staff and Students. The main functions of Chap Desk are incident control and communications. Chap Desk handles incoming calls, filters and categorizes events in order to decide appropriate actions and provides request fulfillment. The main function of Chap Desk is incident management, to return IT services to users as quickly as possible.
The CHAPDesk Assistant Manager provides highly available response to LCU Faculty, Staff and Students for IT issues. Provides troubleshooting support for the Chap Desk student workers and assistance to the IT Service Desk manager.
The CHAPDesk Assistant Manager is responsible for managing the lifecycle of incidents and must be able to provide metrics and Key Performance Indicators to the ChapDesk Manager. The CHAPDesk Assistant Manager is also responsible for maintaining the day-to-day operations and reporting of the University Print/Copy functions.
Knowledge, Skills and Abilities Required:
Education and Experience:
Minimum of Bachelor’s degree or two (2) years’ experience and/or training; or equivalent combination of education and experience that is directly related to the specified duties and responsibilities gained through increasingly responsible positions within technology services.
While performing the essential duties of this job, the employee will be required to do the following:
Employment is contingent on criminal background check.