Help Desk Manager
Help Desk Manager will manage a team of support personnel to identify IT issues and expand automated system capabilities. He/she will implement policies and procedures for proper operations within the MIS department; and will be responsible for system management specific to the Help Desk. ESSENTIAL FUNCTIONS: Implement policies and procedures to identify, receive, document, distribute, and correct IT related problems. Supervise and manage a team of support staff to identify IT issues. Primary interface to technical and operational staff. Identifies hardware and software problems. Identify hardware components necessary to expand automated system capabilities. REQUIRED KNOWLEDGE, SKILL, AND ABILITY: Working knowledge of computer hardware and software. Knowledge of Networking and VoIP system. Knowledge of a broad range of computer-related technologies (i.e., wide area networking (email), database management, and software packages). Some knowledge and skill in general management and financial management. Skill in communications and programming. Ability to effectively plan, supervise and coordinate work of others Ability to creatively troubleshoot hardware/software/network problems and work with suppliers. Ability to maintain accurate records and prepare reports. Ability to perform trending analysis based on CLIENTâ€™S helpdesk data and communicates trend incidents to the department director. Ability to effectively work independently and with others. REQUIRED EXPERIENCE AND TRAINING: Bachelorâ€™s degree in Computer Science Management Information System or closely related field and a minimum of five (5) years experience in systems management, and/or operations to include two (2) years experience in supervisory or management or six (6) years experience in systems management.