Service Desk (Help Desk) Manager

Type: Full Time
Department: Technology
Classification: Exempt
Reports to: Senior Technology Director
Expires: Jan 31, 2018

Job Goal:

Manages the Staff and Student IT Service Desks to facilitate resolution of technical issues. Coordinates training and documentation needs of the IT Service Desk staff for effective and consistent troubleshooting, diagnosis, and resolution of software problems in a variety of computing environments. Coordinates coverage scheduling and serves as the primary administrator for the IT service ticketing system. Works with other IT areas to communicate, identify, and resolve issues. Creates and manages escalation procedures to ensure service level agreements are met.

Minimum Qualifications:
  • Bachelor's Degree in the field of Information Technology or equivalent with 3-5 years of work experience in the field, and at least one year as a supervisor or manager.
  • Strong technical background related to endpoints and applications in a Windows environment
  • Strong analytical and problem solving skills to help guide the team in complex situations
  • Strong team oriented focus for building highly effective teams
  • Excellent communication, interpersonal, and time management skills
  • Ability to manage, plan and effectively prioritize tasks
  • Child Abuse Clearance; Pennsylvania State Police Criminal Record Check and Federal Bureau of Investigation (FBI) Clearance required
Essential Duties and Responsibilities:
  • Manage and train IT Help Desk staff in resolving technical issues for staff and students
  • Administer service ticket system, and create and manage escalation procedures
  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
  • Develop procedures that outline how problems are identified, documented, assigned and corrected
  • Assist in the budget planning process as appropriate and as requested
  • Stay current on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
  • Ensure appropriate training initiatives for new and existing staff
  • Develop and enforce request handling and escalation policies and procedures
  • Track and analyze trends in Service Desk requests and generate statistical reports
  • Monitor incident trends and anticipate potential problems for proactive resolution
  • Attend as training seminars and/or conferences to broaden knowledge of current and future ITSM-based Service Desk issues and technologies
  • Coordinate with other IT groups (e.g. systems, hardware) to gather information and assist with problem resolution
  • Provides backup support to staff and students as needed.
  • Address complaints and resolve complex software, hardware, and procedural problems
  • Work with vendors as necessary to troubleshoot issues for all services
  • Analyze Helpdesk activity and make recommendations for changes in procedures and systems
  • Write step-by-step procedures of processes, and coordinate implementation of procedural changes
  • Direct oversight of RMA and reclamations department operations
  • Train subordinate employees and supervisors on effectiveness of duties and responsibilities
  • Work to resolving personnel issues.
  • Interview, hire, and train new employees
  • Carry out supervisory responsibilities in accordance with the organization's policies
  • Complete, maintain and process pertinent paperwork and records for all responsibilities and services
  • Manage the overall desk activities and staff
  • This person directly or indirectly supervises 15 or more employees in and may directly supervise two or more subordinate supervisors
  • Perform any additional duties as deemed necessary by Senior Technology Director
Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand, walk, sit; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

This job description is only a summary of the typical functions of the position, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Additional duties may be assigned as necessary.

How to Apply

In order to apply for this position please submit your cover letter, resume, and clearances.

Description Updated: November 2017