Information Technology (IT) Manager

Manager of Help Desk and Desktop Support

Lead Customer Service and Helpdesk staff and coordinate staff schedules to ensure adequate Help Desk coverage during normal and on-call business hours.
Handle various employee relations duties: performance evaluations, employee development, documentation and discipline, justification for promotions/salary adjustments, selection, and all aspects of direct employee communications.
Supports administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions – all aspects of data base management.
Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption.
Invoke problem escalation procedures to coordinate recovery.
Identify problem trends and develop solutions to ensure troubleshooting efforts are effective.
Prepare/Communicate required statistics, status reports, and graphical/visual aids that reflect department trends, and use data for continual improvement.
Recommend and coordinate training requirements for the team; participate as needed.
Assist in the development and implementation of quality improvement programs.
Ability to solves problems and makes decisions in a professional and effective manner.
Coordination of work processes and projects with other departments and divisions.
Interfaces with users of technology with a high degree of professionalism and respect.
Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality or service.
Continues learning and professional growth and development through ongoing education and conferences to stay abreast of technology advances.
Accountable for meeting systems infrastructure or operational Service Level Agreements.
Responsible for a variety of management duties related to planning, administration, decision making, problem solving, strategy, etc., related to Information System policies, processes and procedures.
Complete tasks and/or project within budget and on schedule.
Handle on-call during off-peak hours to respond to support service issues.
Perform all other duties and responsibilities as assigned.

Skills And Requirements

Certification in ITIL Foundations, HDI-SCA, MCP, MCSE, Network+, A+ are preferred.
BS in Information Systems or comparable/related experience.
5 plus years of related technical and managerial experience in a help desk environment.
Knowledgeable in supporting Desktop, Wide Area Network, and Local Area Network.
Excellent knowledge of Desktop operating systems, Cisco telephony, Active Directory, Microsoft Office, Adobe Creative Suite, Citrix.
Strong leadership skills focused on teams and collaboration.
Excellent written and verbal communications skills –for technical and non-technical audiences.
Exceptional customer service skills.
Ability to problem solve, resolve conflicts, attend to details, and execute.
Effective time management skills that include setting priorities, planning, multi-tasking, and achieving desired outcomes in expected timeframes.
Accountability and willingness to proactively take initiative and follow through on projects and commitments.
Excellent interpersonal and customer service skills.
Skilled in effective IT service management processes and procedures.
Ability to approach technical challenges from a business perspective.
Ability and willingness to work a flexible schedule, including weekends and holidays.
Ability to interact and experience in working with senior management.