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Help Desk Manager job description
Individual must possess the knowledge and the following skills and abilities or be able to perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Proficiency in Microsoft Windows and Microsoft Office.
Expert knowledge in hardware and networking, with particular emphasis on wireless networking.
Ability to provide excellent customer service and public relations outreach.
Proven ability to effectively manage multiple priorities and meet deadlines.
Strong analytical and problem-solving skills.
Demonstrated ability using a life cycle management process for implementation of changes in technology.
Ability to performs a variety of professional tasks including, but not limited to, technology services representative on various committees or task forces
Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.
Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand
High School Diploma or equivalent is required.
Ability to demonstrate expert knowledge in applicable areas of technology. A+, Net+, MCP and/or equivalent certification is required.
Valid Class C Driver’s License.
5-7 years of technical and managerial/leadership experience is required.
Experience of help desk software,
Experience in an academic environment is preferred but not required.
The Help Desk Manager is primarily responsible for providing leadership and supervision of the Technology Services Help Desk professionals to deliver outstanding customer service, satisfaction, and timeliness. This position has frequent contact with customers, direct reports, peers, and independent vendors.
Works with administration, faculty, and staff to assess and respond to IT needs.
Supervises the ongoing operations of the Helpdesk providing quality and timely support to employees and students concerning hardware and software needs.
Resolves/addresses escalated support issues.
Assists in the preparation of the Technology Services budget and business plans.
Serves on planning and policy-making committees.
Manages the tasks and responsibilities of the Help Desk Technicians and Coordinators, including scheduling and conducting introductory, quarterly, and annual reviews.
Prepares and distributes reports, including but not limited to weekly and monthly status reports to the Vice President for Technology Services and, as needed reports and assessments.
Performs a variety of professional tasks including, but not limited to, technology services representative on various committees or task forces.
Attends seminars, conferences, in-service training and staff meetings as required.
Other related duties, as assigned.