DESKTOP MANAGER – JOB DESCRIPTION

PURPOSE:

Directs and coordinates activities of help desk staff engaged in computer operations by performing the following duties personally or through subordinates.

RESPONSIBILITIES:

  • Responsible for assuring users are provided efficient and timely first and second level support on a 7×24 basis
  • Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
  • Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
  • Invokes problem escalation procedures to coordinate recovery
  • Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
  • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
  • Coordinates training requirements of Help Desk personnel
  • Contributes to departmental productivity and development objectives by participating in training programs
  • Provides leadership by projecting a positive attitude, and providing learning incentives
  • Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
  • Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
  • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
  • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
  • Maintains competency and enhances professional growth and development through continuing education and conferences
  • Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
  • Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort
  • Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Executive Officer
  • Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
  • Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
  • Ability to manage multiple high priority initiatives in a fast paced highly technical environment
  • Remains on-call during off-peak hours to respond to support service issues
  • Performs other duties and responsibilities as assigned by the Chief Executive Officer

EXPERIENCE:

  • A minimum of 5 years’ support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues AND 1 to 3 years of supervisory experience
  • Experienced in Microsoft environments of 25-500 end users and/or MSP experience

SKILLS AND KNOWLEDGE:

  • Experience working in a team-oriented, collaborative environment.
  • Excellent customer service, written and oral skills.
  • Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
  • Knowledge of Windows Desktop applications; various operating systems such as Windows 7 and 8; Windows 10 as well as Server 2008 R2 and Server 2012R2 are a plus.
  • Knowledge of software applications and basic hardware for the PC
  • Principles and terminology of networking on the Layer 1 and 2 side
  • Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains.
  • Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
  • Knowledge of wireless networking components and terminology; Familiarity with Cisco, Sonicwall, or Xirrus Wireless Networks are a plus
  • Awareness of commonly used Microsoft products and services
  • Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.
  • Creating and maintaining user self-help documentation, technical documentation and procedural documentation.
  • Knowledge of Anti-Virus applications such as Symantec
    Notes:
    • *Candidates with previous Managed Service Provider (MSP) Experience are considered a plus and areurged to apply*
    • *Connectwise, ITGlue, and Manage applications that are a plus*
    • *Criminal background and Patriot Act/Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
    • *Drug/Alcohol Testing.
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