Help Desk & Support Applications - Manager _ Division of Information Systems

Job Summary: Manager-Help Desk & Support Applications manages the daily operations of the IT Help Desk to ensure user issues and service requests are identified, prioritized, researched, resolved, and followed up on in a timely and effective manner. Oversees help desk systems, processes, staff, and service delivery to support organizational technology needs and enhance the end-user experience., * Collaborates with information technology management in the configuration of ticketing software to align with information system workflow and reporting needs and to enhance the end user experience.

• Collaborates with information technology management and other stakeholders in the integration of databases and information technology equipment monitoring software to create and maintain an all-in-one solution of service management.
• Manages and directs the use of help desk services software. Ensures products and services meet the needs of internal customers. Communicates ongoing ITSM plans and priorities to other technology services groups/units and management.
• Plans, prioritizes, and schedules help desk activates to ensure continuity of service.
• Leads, directs, evaluates and develops help desk staff to endure users receive compete tent and timely service. Recommends personnel actions such as hiring, terminating, and promotions.
• Provides application support for help desk software. Directs the transition planning for new applications required for information technology service management.
• Keeps current on and evaluates new or emerging technologies in the information technology service management arena. Recommends new technologies for deployment. Assembles annual capital and operating budget requests.
• The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time., Requires occasional working hours significantly beyond regularly scheduled hours, occasional travelling to offsite locations, occasional activities subject to significant volume changes of a seasonal/clinical nature, occasional bending, occasional driving, occasional kneeling, occasional reaching, frequent sitting, frequent standing, occasional twisting, and frequent walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)

Degree (Associate’s or Bachelor’s) and four (4) years of experience managing or supervising an IT Help Desk, Service Desk, or Technical Support team., Knowledge of computer hardware and help desk software. Knowledge of current technological trends in the information technology service management area. Analytical, organizational, and problem resolution skills. Skill in the use of personal computers and related software applications. Verbal and written communication skills. Interpersonal skills to interact with a wide range of constituencies. Ability to identify. Ability to plan, priorities, and schedule help desk activates. Ability to organize and manage resources. Ability to build and sustain professional coalitions and relationships. Ability to supervise, evaluates and develop help desk staff.