Help Desk Manager

Manages the support and maintenance for all desktops, laptops, and peripherals, including service standards for all equipment. Ensures that all activities of the Help Desk support functions are properly coordinated and monitored, and that client support issues are resolved appropriately and in a timely manner., * Performance of Support Services Operation - Manages incoming requests to Help Desk (telephone, e-mail, and web) while ensuring courteous, timely, and effective resolution of end user issues, including ticket generation and notification. Develops and implements methodologies to improve guest satisfaction and the productivity of staff. Coaches, motivates, prioritizes, and monitors projects to ensure that all deadlines are met.

• IT Processes and Standards - Designs and enforces escalation of policies and procedures for call handling and resolving guest issues. Standardizes operations and coordinates activities, training, documentation and procedures to ensure efficient and consistent operations. Reviews problem logs and trends in problems reported and maintains desktop standards. Manages the inventory deployment, maintenance, support, and update of desktops, laptops, hardware, software, operating systems and distributed printers.
• Work Order Coordination - Coordinates the creation, modification, and removal of user accounts, rights, security for applications. Coordinates and/or performs desktop maintenance including the installation and update of software, designated installation hardware, system configurations, and applications.
• General Office and Special Projects - Develops metrics to evaluate component performance and provides regular reporting to IT. Establishes and maintains regular communications with IT staff and end-users regarding IT activities. Coordinates vendor activities including relations, and support services levels. Conducts research into current and emerging standards and technologies related to window administration, desktop support, and help desk. Achieves technical / system certifications. Works with team members from other departments to ensure smooth transactions and excellent guest service. Ensures that a clean, safe, hazard-free work environment is maintained. Participates in special projects and performs additional duties as required.

Hiring Preference: The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to - and upholding of - these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

• Is a role model of the Viejas's service culture.
• Leads by example and creates strong morale and engagement in his/her team.
• Communicates company and departmental goals and fosters open communication across the department.
• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.

INTERACTION

• Interacts with internal and external guests.
• Regularly interacts with executive and/or major customers. Interactions frequently involve special skills, such as negotiation with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.

SUPERVISION

• Carries out supervisory responsibilities for the Help Desk Technicians such as interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

• Strong skills in Microsoft Active Directory, Office, and Anti-virus detection software and removal.
• Technical knowledge of computer software (e.g., Visual Basic; MS Office, Adobe, etc.).
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills with a focus on listening and questioning skills.
• Strong analytical persuasion and negotiation skills.
• Strong guest service skills.
• Ability to resolve problems efficiently and effectively.
• Ability to handle multiple projects and timelines simultaneously.
• Must be able to work 24/7 operational environment

Required Experience

EDUCATION/CERTIFICATION

• Bachelor's degree in Computer Science, MIS, Information Systems, or related field preferred.
• MCSA certification and help desk training/certification preferred., * 5 to 7 years of related experience required.
• 1 to 3 years of supervisory/managerial experience in related area required.
• 3 or more years of experience in maintaining and supporting applications in a 24X7 production environment.
• 5 or more years of desktop support, window administration, help desk, warranty support (call center environment).
• 5 or more years of experience with desktop standards, imaging, security, and remote troubleshooting.