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Manager
Job Description
Position Number:
358321Title:
Workday Service Desk Manager, MD Connect Workday ConsortiumFunctional Title:
ManagerCategory Status:
33-Exempt RegularApplicant Search Category:
StaffUniversity Authorized FTE:
1.0Unit:
USMO-All University System of Maryland Office UnitsCampus/College Information:
The University System of Maryland Office (USMO), led by Chancellor Jay A. Perman, is the staff to the Board of Regents. Staff members advocate on behalf of the 12 USM institutions, facilitate collaboration and efficiencies among the institutions, and provide information about the system to the public. With leadership from the USM Board of Regents and Chancellor Perman, the USMO coordinates academic programs, assists with long-range planning and resource management, facilitates private fund raising, and provides financial stewardship.
Background Checks
Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.
Position Summary/Purpose of Position:
The Service Desk Manager leads the MD Connect Workday Consortium support team and ensures the efficient resolution of user inquiries and issues related to the Workday platform. The Service Desk Manager plays a pivotal role in providing exceptional customer service, managing escalations, and optimizing support processes to enhance the overall user experience. The incumbent will primarily telework with in-person requirements a few times per month. Office location is in Adelphi.
Responsibilities:
Service Operations and Customer Support:
- Oversees the timely resolution of user inquiries, incidents, and service requests related to the Workday platform and integrated systems.
- Monitors ticket queues and allocates resources effectively to meet service-level agreements.
- Acts as the point of escalation for complex or high-priority issues, collaborating with cross-functional teams to ensure swift resolution.
- Provides regular updates to stakeholders on escalated cases and resolutions.
- Develop reports on Helpdesk resolution performance and ticket trends.
- Maintains close collaboration with key stakeholders at the institutions and Workday technical team to make recommendations to fix root causes for trending issues. Examples are training, job aides, change management, business process, etc.
- Maintains open communication channels with users, keeping them informed about system updates, known issues, and best practices.
- Gathers feedback to identify trends and areas for improvement in user experience.
- Develops and modifies helpdesk tool where possible and as required.
Helpdesk Process Management:
Identifies opportunities for process improvement within the Workday Helpdesk function. Implements enhancements to streamline support processes, increase efficiency, and improve overall user satisfaction.
Develops and deliver training programs for Helpdesk staff on Workday functionality, troubleshooting techniques, and customer service best practices.
Ensures the creation and maintenance of comprehensive documentation for common issues and resolutions.
Team Leadership:
- Leads and manages the Workday Helpdesk support team, ensuring high levels of customer satisfaction and efficient issue resolution.
- Provide guidance, coaching, and mentorship to support specialists, fostering a collaborative and customer-focused work environment.
- Oversees contractor performance based on agreed-upon responsibilities.
Minimum Qualifications:
Education:
Bachelor’s degree in information technology, business administration, or a related field. Related experience may be substituted for the education requirement on a year-for-year basis with one year of full-time experience being equivalent to 30 college undergraduate credits.
Required Experience:
Three (3) years of experience in a leadership role within an ERP Helpdesk support function. · Experience building out a ticketing system.
Knowledge, Skills, & Abilities:
Bachelor’s degree in information technology, business administration, or a related field. Related experience may be substituted for the education requirement on a year-for-year basis with one year of full-time experience being equivalent to 30 college undergraduate credits.
Required Experience:
Three (3) years of experience in a leadership role within an ERP Helpdesk support function. · Experience building out a ticketing system.
Knowledge, Skills, & Abilities:
- Exposure to Workday tools.
- Strong customer service orientation.
- Skill in developing reports, dashboards with tools like Tableau or Power BI.
- Working knowledge of system integration technologies.
- Excellent verbal and written communication skills.
- Ability to communicate clearly and concisely across technology and business teams.
- Ability to clearly define business challenges and identify and communicate technical and business changes required to address them.
- Ability to analyze complex issues and provide effective solutions.
- Ability to drive decision making through a consensus-building approach.
- Project management skills.
Preferences:
Preferences:
IT experience at a University System of Maryland institution.
Experience with the MD Connect implementation Project.
IT experience at a University System of Maryland institution.
Experience with the MD Connect implementation Project.
Additional Information:
How to apply: Resumes will be reviewed until the position is filled. Applicants must combine a cover letter and resume into one PDF or Microsoft word document to the following email address: hr-wsdmgr@usmd.edu.
Hiring Range Minimum: $90,000
Hiring Range Minimum: $90,000
Hiring Range Maximum: $130,000
Posting Date:
03/21/2024Open Until Filled
YesBest Consideration Date
04/03/2024Diversity Statement:
Diversity Statement: The University System of Maryland is an equal opportunity, affirmative action employer without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin or ancestry, marital status, veteran status, physical or mental disability unrelated to an individual’s ability to perform the job, in accordance with applicable law. As required by the 1986 Immigration Act, applicants should be prepared to present acceptable documentation showing their identities, their U.S. citizenship or alien status, and their authorization to work in the United States.
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