IT Support Desk Manager

• Acts as single point of procurement for all IT purchases across the organization
• Provide resolution to more complex, escalated issues, working with System Administrators where needed.
• Manage and mentor Support Technicians, track schedule and rotations.
• Manage the ticketing system and related workflows.
• Interface with OSF departments to understand business needs and prioritize work of the function.
• Ensure Endpoint Security and Mobile Device management.
• Administer and maintain print servers.
• Deploy VOIP phones/service to users where necessary
• Manage and maintain Support Desk documentation, procedures and knowledge base
• Schedule and maintain updates to workstations, in coordination with System Administrators and RMM functions.
• Ensure inventory system is current, managing a replenishment plan as budgets permit.
• Participate in 24x7 on-call support rotation schedule and monitoring.

Other Duties and Responsibilities:

Assigned by the IT Director

Do you have experience in Customer communication?, Do you have a Bachelor’s degree?, * Bachelor’s Degree or equivalent experience

Work Experience:

• 5 year’s work experience in a similar role

Preferred Qualifications & Skills:

• People Management - including training, mentorship, development
• Experience with Windows Server and desktop platforms
• Strong understanding of Print Servers
• Time Management and Customer Service Skills
• Working knowledge of Active Directory
• Automation tools, such as Remote Management and Monitoring platforms

Physical Ability:

• Must be able to do repetitive hand and wrist work using the computer.
• Must be able to function competently within situations of high stress and demand.
• Must be able to lift 50lbs., * Communication skills across business lines and with non-technical users
• Basic Networking Knowledge
• Prioritization of work, based on importance to the Festival