UNIVERSITY OF SAINT JOSEPH

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1 Title: Help Desk Manager Department / Information Technology/Computer Services HelpDesk Program: Reports To: Assistant Director of Technical FLSA Code: Exempt Services Supervises: Computer Services Coordinator and Salary Grade: 26 Student Workers Scheduled Weekly Hours: 37.5 Date Created: May 2013 Date Revised (most recent): SUMMARY This position provides vision, oversight and hands on technical support for the University s Computer Services Help Desk Unit. The position serves as the technical liaison for IT service requests ensuring that the service requestor s expectations are met or exceeded. He/she supervises, and trains a team of IT professionals and student workers to provide help desk services and technical repair for the University s personal computers, peripherals and copiers. Additionally, this position serves as the escalation point for all IT service tickets. The manager will create a collaborative, supportive environment that inspires focus on institutional needs and a professional technical support culture within the team. Works in concert with other IT managers, the Assistant Director of Technical Services and the Director of Information Technology to ensure departmental goals are met. CORE RESPONSIBILITIES The Manager will: Provide daily supervision and leadership to the unit s staff and student workers Manage unit s workload ensuring priorities are met in a timely manner Complete annual performance review for all direct report staff Manages and collects employee time cards Provide reports as requested ie written quarterly reports, project reports, etc. Provide project management for all unit projects Provides communication to the community related to unit s services, outages, projects, etc. Work to implement best practices Develop and implement unit procedures and policies in concert with the mission of the IT department Uphold all university and department policies and procedures Work collaboratively with department and university community Provide timely updates to the Assistant Director of Technical Services Accepts other duties as assigned 1

2 POSITION SPECIFIC RESPONSIBILITIES Provide leadership, oversight and hands on support of the IT Help Desk and Network Center/Public Labs Manage help desk tickets ensure tickets are completed in a timely manner o Assign service request tickets to appropriate technician o Ensure service requests assigned to Computer Services Unit are completed in a timely manner o Serve as point person for all service requests and follow up with requestor as needed Hire and train student help desk workers o Ensures student employees are properly trained to successfully perform level 1 support functions o Maintains student employee schedule o Authorizes student employee timecards o Oversees the interview/hiring process o Provides supervision to student workers and provide course correction and coaching as needed Manage the Network Center and Public Computer Labs Maintains lab hardware and peripherals in proper operating condition. Recommends and enforces Network Center policies. Ensures the lab complex is a clean, orderly, and conducive to learning and collaboration. Manages the academic software inventory, ensures that lab facilities are in compliance with software licensing agreements. Manages Laptop and Media Equipment loaner pool. Coordinates daily lab opening and closing process. Maintains financial processes and records for the GoPrint system. Recommends Lab hours of operation (collaborates with Library Staff to propose hours for breaks or other non-standard periods) Provides leadership, oversight and hands on support for all personal computers* from time of evaluation through discard. Work collaboratively with members of the IT department and university community for each of the following processes: Evaluation Acquisition Inventory Image Deployment Maintenance Discard *This includes all university owned/leased computers. The computers may be assigned to faculty, staff, Provides leadership, oversight and hands on support for all peripherals* from time of evaluation through discard. Work collaboratively with members of the IT department and university community for each of the following processes: Evaluation Acquisition 2

3 Inventory Image Deployment Maintenance Discard UNIVERSITY OF SAINT JOSEPH *This includes all university owned peripherals/leased. The peripherals may be assigned to faculty, staff, Provides leadership, oversight and hands on support for all departmental copiers* from time of evaluation through discard. Work collaboratively with members of the IT department and university community for each of the following processes: Evaluation Acquisition Inventory Image Deployment Maintenance Discard *This includes all university owned/leased copiers. The copiers may be assigned to faculty, staff, 3

4 QUALIFICATIONS Education & Experience Qualifications Education: Bachelors Degree required. Work Experience: Bachelors degree in Computer Science or equivalent experience Five years of progressive management experience in a Help Desk environment, with proven track record of build highly collaborative teams preferably in a university environment; Five plus years of demonstrated project Management expertise in Help Desk implementation and operations Four plus years of demonstrated experience in providing technical hardware support service to a range of personal computer equipment i.e. Dell, Apple, desktops, laptops Data gathering and ability to drill down into specific IT operations root cause analysis, ability to proactively recommend effective courses of action, communicate resolution, policy and procedures to the various IT stakeholders, management and end user population. Must understand and be able to implement effective IT practices and solutions in an open and collaborative networking environment Must be highly organized, detail oriented and capable of multi-tasking Coordinates complex interactions with multiple work groups Demonstrated excellence in customer service and user support Excellent oral and written communication skills Current working knowledge: o Software: Microsoft desktop/laptop OS Mac OS Microsoft Office Suite Ghost Imaging o Help Desk Management software preferably Trackit Other Qualifications Physical ability to perform essential functions of the position, as noted below, with or without reasonable accommodation. 4

5 Physical Requirements The physical requirements and description of the work environment are representative of what an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Activity Approximate Percentage of Time Spent in this Activity (Minimal, Some, Substantial) 1. Bending Some 2. Climbing (e.g. stairs) Some 3. Keyboarding Substantial 4. Kneeling Minimal 5. Lifting (indicate maximum weight) 50 lbs. 6. Reaching Some 7. Sitting Substantial 8. Standing Substantial 9. Using Telephone Substantial 10. Walking Substantial 11. Other (please explain): Work Environment (a brief description) The Technical Services Manager s primary work area is located in the Technical Services Area, an environmentally controlled, well lit office area with appropriate office furniture in a shared office cubicle space. Day-to-day duties of this position include providing supervision to the technical service staff and providing hands on technical services as needed. 5

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