Job Description

Job Description

Job Description

Company Overview
MCNC is a North Carolina non-profit, client-focused technology organization. Founded in 1980, MCNC owns and operates the North Carolina Research and Education Network (NCREN), one of America’s longest-running regional research and education networks. With over 40 years of innovation, MCNC provides protected internet, cybersecurity services, and related technology services. Learn more about what we do and our service portfolio at 

Position Summary
The position will be responsible for establishing and leading the MCNC Service Desk to oversee the end-to-end management of all customer service requests and incidents. Reporting to the COO, this role will collaborate with the MCNC network and cybersecurity engineering and operations teams to ensure high-quality customer support and maintain a high level of customer satisfaction. Under the direction of the Service Desk Manager, Service Desk analysts will be responsible for logging, categorizing, prioritizing, and triaging all inbound support requests for MCNC services. Diagnosis, recovery, and resolution will typically involve escalations through existing support structures within the organization. Additional responsibilities include, customer communications, case closure, managing post mortems for major cases, documenting Service Desk data, processes, and metrics, and service performance reporting.

 
Key Responsibilities and Duties

• As a new department, the individual identified will lead the newly formed Service Desk team.
• The Service Desk Manager will drive the development of new service management processes and procedures internally, fostering engagement, reporting, and visibility of incidents and constituent impact, along with visibility and tracking of post-incident service request tracking.
• Produce and maintain documentation outlining incident protocols and issue resolution steps, ensuring clear guidance and visibility across MCNC.
• Collaboration with ServiceNow engineering team to design, manage, and update internal support tools, including playbooks and automated workflows.
• Oversee the incident and case management processes, including service request ticket intake and resolution processes, documentation, and collaborations with tier-2 and SME support teams. In addition, ensure clear and concise updates are effectively communicated to constituents during and post-incidents.
• Support Service Desk agents’ work to triage and diagnose inbound and outbound requests, including network connectivity, security services, account management, and MCNC products/services inquiries, and recommend appropriate escalation when Service Desk efforts are exhausted.
• Collaboratively work with the Network Operations and Security Operations management and staff on service outages, reporting, call routing, etc.
• Collaborate with MCNC departmental team leads (operational and sales) during incidents and cases, including post-case resolution processes, to ensure visibility, appropriate documentation, and tracking standards in adherence with SLAs.
• Interact with customers who open support tickets throughout the incident lifecycle, from initial impact assessment to follow-up after the incident is resolved and closed.
• Escalate critical incidents and/or cases that are at risk of violating SLAs to the MCNC department leads responsible for overseeing case resolutions.
• Clearly articulate technical issues, solutions, and activities to constituents and MCNC colleagues, documenting actions and updates within ServiceNow.
• Collect necessary information and ensure data integrity and accuracy.
• Oversight of reports and metrics on departmental KPIs, analyzing data, and providing direction to improve Service Desk operations and issue resolution processes.
• Manage Service Desk analysts, including onboarding, professional development, annual reviews, and scheduling, in addition to other managerial activities. Ensure team members are skilled, trained, and developed to provide high-quality service and support.
• Facilitate and support cross-departmental shadowing and training programs for Service Desk analysts to expand knowledge of MCNC monitoring tools and awareness of MCNC departmental activities and oversight.

 
Skills, Abilities, and Characteristics

• Strong interpersonal skills and abilities to adapt to a complex and changing environment.
• Professional, courteous, and empathetic interface with constituents, professional service staff, and other non-technical members of MCNC and external vendors.
• Excellent verbal and written communication skills.
• Ability to analyze a high volume of technical data to identify incident trends and solutions while working in a high-pressure and fast-paced environment
• Proficiency in Service Management, including incident management, documentation, and process development. Prior experience in ServiceNow is a plus.
• Demonstrated ability to prioritize and multitask, with excellent attention to detail, strong investigative skills, and exceptional analytical skills.
• Must be team-oriented with ability to work independently and have flexibility to work evenings, weekends, and/or critical events necessitating additional service support.
• Baseline technical aptitude with ability to troubleshoot and ask appropriate questions to effectively triage general service requests, with telecommunications experience a plus.

 
Minimum Education and Experience

• Bachelor's degree in computer science, Information Systems, and/or Networking Technology or equivalent education or experience.
• 5-6 years of relevant experience with Information Technology Support, Case and/or Problem Management, as well as process improvement in a telecommunication organization or an equivalent combination of education and experience within process area, service delivery, and IT Service Management tools. Project management experience in information technology-related research and development is a plus.
• Prior experience managing operational teams and people is a plus.
• Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, Network Operations, client-facing, and telecommunications preferred.
• Strong leadership skills to direct service teams in service requests, case, and incident management and promote a culture of continuous learning to develop and grow a cross-functional team.
• Experienced user of a trouble or service ticketing system and best practice processes (ServiceNow preferred or a Case Management and/or CSM equivalent.)
• General knowledge and experience with IT networks, IP Communications, and basic understanding of security principles is needed.
• This role will be required to adhere to the MCNC Substance Abuse policy, which may include drug/alcohol screening at hire and periodically or randomly during employment.
• Must have a valid driver's license and will be required to drive a company vehicle on company business. Pre-employment and annual MVR checks will be required during your employment with the company for this position to be approved to drive a company-owned vehicle.
• Background and sex offender checks will be performed for pre-employment and annually during your employment with the company.

 

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

MCNC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.

Powered by JazzHR

39A5X8e2zC

Job Tags

Weekend work, Afternoon shift,

Similar Jobs