Help Desk Manager

Assist IT Director in providing leadership and management to the Information Technology (IT) department in its charge to provide, operate, and maintain the computing and telecommunication facilities and the services to meet the needs of the five organizations within the agency. 

This position embraces diversity in all its forms and strives to create an inclusive, welcoming environment where every individual feels valued. They demonstrate cultural awareness and actively support a culture of equity and inclusion.

1. Manage the Help Desk system and supervise help desk staff to ensure timely and efficient resolution of technical issues.  Respond to escalated and high-priority technical support requests.  Set and uphold high customer service standards and implement best practices for support operations.  Maintain continuity of service by managing staff schedules and on-call shifts.                                                                                              
2. Develop and maintain weekly, monthly, and year-end reports on help desk productivity. Provide constructive feedback to help desk based on end-user input. Identify and address aeras for improvement to enhance overall support quality. Foster a collaborative and service-oriented relationship between the help desk and other departments/programs.                                   
3. Assist IT Director in managing the Avaya Enterprise Phone System and the NEC remote phone systems.  Provide support for attendant consoles and the Avaya app.  Train help desk staff on executing basic end user modifications to the phone system
4. Support IT Director in conducting departmental meetings, reviewing strategic goals, and fostering team cohesion. Conduct performance evaluations for help desk team members and assist in recruiting and hiring help desk employees.
5. Performs all other duties requested by supervisor.

Note: This job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee. Responsibilities and tasks may evolve or change at the discretion of the organization.

BS in Computer Science; Five years of experience in an IT or help desk environment; Solid technical background; Customer service oriented; Strong communication, organizational, and leadership skills.