IT Helpdesk Manager – HigherEdJobs | #education | #technology | #techjobs

Position Summary

The IT Helpdesk Manager is focused on the operations, delivery of technology solutions to
fulfill business needs. Responsible for overseeing MUIH’s helpdesk operation to provide excellent customer service and technical support to
the organization by providing direct services in the installation, use, upgrade, maintenance, troubleshooting, and repair of computer
systems. The position reports to the VP of Information Technology and serves as a back-up to the VP of IT when required.

The
successful candidate will analyze the performance of service desk team activities and documented ServiceDesk resolutions, identify areas of
opportunity, and recommend and implement solutions to enhance quality of service and eliminate future incidents. Regularly review incident
and request tickets to ensure process adherence and optimal end user experience.

Lead the team to ensure all incoming calls and
requests to the IT ServiceDesk are professional, courteous, timely, and provide effective resolution of end user issues. Ensure incidents or
requests are assigned in a timely manner to ensure quick resolution.

The successful candidate will develop, maintain, document, and
test new or existing applications using a variety of tools (SQL, ASP, JavaScript, and Visual Basic). They will be heavily involved in system
and data analysis, programming, and frequent and detailed dialogues with functional users and other departments within the university. The
IT Helpdesk Manager is forward-thinking, hands-on for systems and processes and ensures that project/department milestones/goals are met and
adheres to approved budgets.

Essential Functions

Performing a variety of support and technical duties to
support the organization’s technology needs of which the following are illustrative:

• Provide regular reporting and metrics for
  the VP of IT and serve as a backup to the VP of IT when required.
• Work with VP of IT to develop effective IT solutions based on
  business needs, issues and drivers.
• Ensure the delivery of outstanding client service and contributes to the organization’s
  mission of utilizing information technology to improve student success.
• Perform diagnostics and troubleshooting of system issues,
  document ServiceDesk requests resolutions, and maintains equipment inventory lists.
• Researches issues on various computer systems
  and databases to resolve complaints and answer inquiries.
• Deploy, image, configure, and setup computers and IP phones.
• Manages hardware and software purchases and ensures timely submission of invoices to tracking team.
• Establish, and review
  annually, the hardware standards used for laptops, desktops, tablets, and IP phones. Ensure business needs are considered when purchasing
  new devices.
• Develop and implement end user training programs to increase operational effectiveness and self-sufficiency.
• Work in partnership with all stakeholders to ensure Information Systems and tools support the evolving work of the organization.
• Coordinate specific work tasks with other units or departments in order to ensure the smooth and efficient flow of information.
• Coordinate and schedule Work Study and IT Specialist staff to accommodate staffing needs of the division.
• Prioritize, plan and
  manage IT driven projects and implementations and communicates with staff in conjunction with the project.
• Monitor project
  execution to ensure that project deliverables meet business requirements.
• Ability to anticipate, troubleshoot, and resolve issues,
  strategize, make recommendations, and ensure timely results.
• Anticipate the needs of the university constituents and seeks to
  implement solutions.
• Establish and maintain service level agreements in consultation with end users to establish problem resolution
  expectations and timeframes.
• Oversight of workload and assignments for IT related development and serves as liaison with
  third-party vendors.
• With the community culture in mind, employee will serve on committees as needed.
• Performs other
  duties as assigned.

Education and Experience Qualifications

Required:

• BS degree or higher in Computer Science or related field required.
• Three plus years of experience with SaaS and cloud platforms
  and Working technical knowledge of current network hardware, protocols, and standards.
• Knowledge of computer administration systems
  user interface and utilities with the ability to analyze and diagnose a broad range of computer problems and provide technical
  solutions.
• Experience with Microsoft environment using ASP.NET, SQL Server, PowerShell, and Azure Stack.
• Experience should
  include familiarity with using Salesforce (CRM) and analytical software.

Skills and Abilities

• Excellent briefing skills and communication skills with customers.
• Outstanding human relations and management skills.
• Must work effectively in a collaborative, team environment.
• Strong organizational skills with the ability to multitask and meet
  timelines & due dates.
• Ability to adapt to ongoing changes with business needs, technology, products, and services.
• Ability to work under limited supervision.

Work Environment/Physical Requirements

This job
operates in a professional office environment. The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job.

DISCLAIMER: This job description indicates in
general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with
Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or
responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.