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Job Details

Help Desk Services Manager

Posted on
Aug 13, 2018

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Provides leadership and supervision of the College's consolidated IT help desk and provides computer users with interactive help desk support. Supervises help desk technicians, computer lab manager and part-time employees. Oversees all aspects of the student open computer labs. Serves as the System Administrator of the Cherwell service desk system and print management software. Maintains the Help Desk website and automated call distribution system. Develops, maintains, and monitors IT service-level agreements with College constituents. Interacts with technology vendors and employees on the acquisition of technology equipment. Provides administrative support (training, help desk support and communications) for the identity and password management system.
WORK PERFORMED
Manages and supervises the daily activities of the IT help desk to include hiring, training, coaching, organizing, planning, and staffing operations of help desk technicians. Provides direct supervision of helpdesk staff including, but not limited to, hiring, training, performance appraisals, and work/vacation schedules.
Manages the Cherwell Technology Services platform. This includes the organization, planning, coordination, timing and execution of all related activities required for core service desk activities. Related duties include:
Managing Incident and service requests.
Provide technical assistance to IT staff to develop integrated business catalogue, service requests, management reports and dashboards based on service-level agreements and IT vital signs.
Provide technical support and assistance leveraging Cherwell workflow tools to automate repetitive and complex service desk tasks and support activities within all IT work centers.
Provide ongoing training to IT staff and end users.
Manages the student open computer labs and ensures continued operational support for students seven days per week. his also includes coordinating the configuration and maintenance of desktop systems in the open labs; training and assignment of staff; and providing technical assistance to students on Microsoft applications and other systems, including myHCC, Password Services, and Canvas LMS. Participates in the development and revision of policies on lab access and operations. Oversees supervision of part-time computer lab consultants.
Identifies and implements industry best practices for IT call centers. Maintains membership with the Help Desk Institute to keep abreast of the latest industry trends, practices and benchmarks.
SUPERVISION
Reports to executive director of information technology services. Supervises Help desk technicians, student lab manager and part-time help desk and computer lab employees.
Requirements:
KNOWLEDGE REQUIRED
Bachelor's degree and three years' experience in information technology field required or equivalent combination of education and work experience
Two or more years IT help desk management experience
Industry certification through the Help Desk Institute, preferred
Strong communication, interpersonal, and analytical skills
Comprehensive knowledge of computer hardware, software, and infrastructure
Knowledge of computer administration systems user interface and utilities with the ability to analyze and diagnose a broad range of computer problems and provide technical solutions
Operational knowledge of help desk software

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