IT Help Desk Manager |
| Sep. 12, 2008 - Oct. 09, 2009 |
| Location: | Bluefield, VA |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | Medical, Vision, and Dental Insurance, Life Insurance, 401k, etc. |
| Employment Type: | Full Time |
| Branch: | Information Technology (Corporate Center - Bluefield VA) |
| Description: | Oversee the Help Desk staff and ensure that end users are receiving the appropriate assistance. Responsible for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. Also, will contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. |
| Duties: | 1. Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.2. Design and enforce request handling and escalation policies and procedures.3. Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.4. Coordinate and/or perform hands-on fixes at the desktop level, including simple installing and upgrading software, installing hardware, and configuring systems and applications (e.g. Fiserv/CBS common file).5. Monitor and test fixes to ensure problems have been adequately resolved.6. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.7. Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.8. Track and analyze trends in Help Desk requests and generate statistical reports.9. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.10. Identify, recommend, develop, and implement end user training programs in conjunction with corporate training resources to increase computer literacy and self-sufficiency.11. Oversee development and dissemination of help sheets, usage guides, and frequently asked question (FAQ) lists for end users. Present ideas in user-friendly language to non-technical staff and end users.12. Prepare budget proposals and operational expenditure statements.13. Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.14. Maintain and broaden knowledge of current and future Help Desk issues and technologies by Internet research or attending training seminars, conferences, and trade shows.15. Liaise with Information Technology Department members for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.16. Oversee the development, implementation, and administration of help desk staff training procedures and policies.17. Train, coach, and mentor Help Desk Technicians and other junior staff.18. Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary. |
| Qualifications: | REQUIRED KNOWLEDGE, SKILLS AND ABILITIES1. Bachelor’s degree in computer science or related field, information sciences, or equivalent education and related experience 2. Eight to ten years of help desk or corporate IT experience3. Two to five years experience in the management of a technical support team4. Exceptional knowledge of computer hardware, including PCs and printers5. Deep-seated experience with desktop operating systems, including Windows 2000 and XP 6. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables7. Solid relationship management and performance management skills8. Ability to motivate and direct staff members and subordinates9. Exceptional written and verbal communication skills.10. Exceptional interpersonal skills, with a focus on listening and questioning 11. Strong documentation skills12. Ability to absorb and retain information quickly13. Keen attention to detail14. Proven analytical and problem-solving abilities15. Ability to effectively prioritize and execute tasks in a high-pressure environment16. Exceptional customer service orientation17. Experience working in a team-oriented, collaborative environmentDESIRED KNOWLEDGE SKILLS AND ABILITIES1. Extensive application support experience with Fiserv CBS, Metavante check image applications, Harland Laserpro and Harland DecisionPro2. Working knowledge of a range of diagnostic utilities, including […]3. Strong understanding of the organization’s goals and objectivesPHYSICAL REQUIREMENTS1. Additional working hours as required2. Sitting for extended periods of time3. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components4. Lifting and transporting of moderately heavy objects, such as computers and peripherals5. Ability to travel occasionally |
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