Duties Responsibilities Provide day-to-day direction and performance feedback to full-time IT Service Desk staff and student employees. Manage the full employee lifecycle for a student workforce of 50+ employees, including recruitment, onboarding, training, coaching, scheduling, performance management, and professional development. Ensure adherence to HR, OBFS, and Student Employment policies and procedures. Oversee the development and maintenance of training materials and operational documentation to ensure consistency and effectiveness. Create and foster a respectful, inclusive, and collaborative team environment. Assist the Assistant Director of Service Management and User Support in managing, coordinating, and improving daily IT Service Desk operations. Promote and uphold high standards of customer service across all IT Service Desk functions. Investigate and resolve customer satisfaction issues. Review and analyze Service Desk performance data, trends, and customer feedback to identify opportunities for continuous improvement. Review customer requests to ensure accurate resolutions and adherence to established service procedures. Provide timely and constructive feedback to Service Desk staff to support continuous improvement. Serve as a liaison to the Enterprise Service Management Office (ESMO), coordinating communication and alignment between ESMO initiatives and IT Service Desk operations. Perform Tier 1 and Tier 2 IT Service Desk duties as needed to support team operations. Utilize ticketing systems to gather information, track issues, and document customer feedback. Identify recurring issues or trends and suggest resolutions or escalations. Create and maintain clear, user-friendly end-user support documentation. Perform other duties as assigned.