Schedule: This position is 95% remote, but requires 1-3 onsite meetings on a quarterly basis.

The IT Service Desk & Communications Manager will report within IT Client Services and be responsible for all aspects of IT Service Desk management and communications as required. This manager will drive the IT Service Desk activities, process development and expansion of best practices for service management and documentations within IT. This includes direct management of staff resources, being engaged in planning of multiple IT projects, as well as collaborating with other IT managers, classified staff and non-IT stakeholder groups related to service outages and management. At this time, this position is mostly remote with an occasional in-person meeting requirement at a PCC campus location.

These qualifications, skills and abilities are critical for success in this position.
Throughout the screening process, you will be evaluated based on the demonstration of these qualifications.

• g
  leading and managing the services desk and training staff and general IT support
  documentation and processes.
Good experience of gathering data, analysis of that data and creation of metrics an
• d
  reporting for multiple stakeholders groups.
Ability to partner with different stakeholder groups related to service management suppor
• t
  and project communications.
Excellent verbal and written communication skills
• .
Good at problem solving, process improvement with understanding and experience
• .
Able to evangelize the IT Service Desk and promote the processes and documentatio
• n
  throughout all departments.
Immediate experience working in IT service management related to new service adoptio
• n
  and ongoing support. Documentation management, operational ticket escalations and
  analysis.
Experience with creating training material/documentation for consumption by bot
• h
  technical and non-technical stakeholders
Experience with using web-based content management systems to draft, approve an
• d
  update content online.

Minimum Qualifications

To be considered, your application must demonstrate these minimum qualifications. (Experience is calculated based on the start and end dates you provide multiplied by the number of hours per week worked).

Bachelor’s Degree in Information Technology or Computer Science discipline (relevant experience may substitute for the degree requirement on a year-for-year basis).

Five years progressively responsible, professional information technology experience related to area of assignment, including two years of management-level supervision of employees (including hiring, assessment, discipline, etc).

PCC offers a comprehensive benefit package designed to provide employees and their families, including domestic partners, with access to a broad range of benefit options. Includes Health, Dental, and Vision options, Group Life, Long-term Disability, Long-term Care, and Auto and Home Insurance programs.

View a complete list of PCC benefits.