Help Desk Manager

The primary purpose of the position is overseeing the daily operations of the IT Help Desk ensuring timely and effective resolution of technical issues for end users. This role manages help desk personnel, service delivery processes, and support technologies to maintain high levels of system availability, customer satisfaction, and operational efficiency as directed by the Chief Information Officer.

Delegation of Authority As the Help Desk Manager, you are delegated the administrative authority, responsibility and accountability necessary for carrying out your assigned duties.

Job Functions Every effort has been made to make this job description as complete as possible. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is the logical assignment to the position., * Oversee and assist with day-to-day operations of the IT Help Desk.

• Monitor ticket queues and ensure all requests are resolved within SLA targets.
• Coordinate responses to major outages.
• Supervise and evaluate the IT Help Desk Staff
• Manage user relationship via service standards, performance expectations and surveys.
• Handle escalation of tier 1 issues.
• Maintain standard operation procedures and policies.
• Manage trends, reoccurring issues, and develop proactive solutions.
• Continued knowledge and support of all systems, applications and current

infrastructures.

• Assist with IT budget.
• Work with third-party support contracted services.
• Project manage necessary installations, upgrades, updates and/or maintenance of

applications.

• Knowledgeable of and implement the mission and philosophy of the organization within

the scope of responsibilities.

• Maintain client confidentiality in conformance with Agency confidentiality policy,

professional standards, and State laws and regulations.

• Maintain IT security in compliance with NIST, HITECH and HIPAA guidelines.
• Confer with personnel of organizational units including management and staff involved

to clarify program objectives, analyze current operational procedures, identify problems, and learn specific input and output requirements, such as forms of data input, how data is to be summarized, and formats for reports.

• Review computer system capabilities, workflow, and scheduling limitations.
• Prepare time and cost estimates for completing projects.
• Train employees to use supported applications.
• As needed, oversee installation of hardware and software.
• Provide technical assistance.
• Attend and participate in in-service educational classes and on-the-job training programs as

directed.

• Attend and participate in workshops, seminars, etc., as approved.
• Acquire specialized training and/or certification in relevant subject matter, on a yearly basis.
• Maintain confidentiality of all pertinent resident care information to assure resident rights

are protected.

• Assure that the residents’ rights to fair and equitable treatment, self-determination,

individuality, privacy, property and civil rights including the right to file complaints are followed.

• Other duties as assigned by Chief Information Office (CIO), Catholic Charities of, * Works in office areas as well as throughout the facility.
• Sits, stands, bends, lifts and moves intermittently during working hours.
• Is subject to frequent interruptions.
• Works beyond normal working hours on weekends and holidays; as necessary.
• Attends and participates in continuing education programs.
• Is involved with residents, family members, personnel, visitors, government

agencies/personnel, etc.

• May be exposed to infectious waste, disease, conditions, etc., including the potential

exposure to the AIDS and Hepatitis B viruses.

• Communicates with other department supervisors.
• Maintains a liaison with the residents, their families, support personnel, etc., to assure that

Do you have a valid Driver’s License license?, Do you have experience in Project delivery management?, * Ability to diagnose and solve IT related issues.

• Knowledge of IT hardware and equipment.
• Ability to learn and understand IT management software.
• Excellent verbal and written communication skills; excellent interpersonal skills.
• Detail oriented and excellent organizational skills.
• Demonstrated good judgment and decision-making ability; exercises discretion and

independent judgment.

• Experience in and comfort with leading groups and teams.
• Ability to perform well under pressure; patience and diplomacy.
• Ability to establish and maintain effective working relationships with other Secretariat

programs/services, other Archdiocesan offices, regulatory agencies, and other public and private agencies.

• Cultural sensitivity and ability to relate well and effectively in a diverse workplace and with

a diverse client population.

• Valid driver’s license; position requires travel throughout the 5-county area.
• High level of Customer Service.
• Project Management Experience.
• Relationship management.
• Ability to learn a wide range of applications.
• Fundamental understanding of financial work flow and applications.
• Eagerness to learn.
• Strength to face new challenges., * Minimum 5 years in IT support.
• Minimum 5 years of Project Management Experience.
• A degree in Information Systems, Computing Studies, IT or any other IT related fields., * Must be able to move intermittently throughout the workday.
• Must be able to cope with the mental and emotional stress of the positions.
• Must possess sight/hearing senses or use prosthetics that will enable these senses to

function adequately so that the requirements of the position can be fully met.

• Must be in good health and demonstrate emotional stability.
• Must be able to operate office, business and accounting machines
• May be required to lift up to 50 pounds, push, pull and move residents, equipment,

supplies, etc., up to 200 pounds.

• Must be able to assist in the evacuation of residents.