Help Desk Manager

Jefferson County Government
Job Description
Manages a team of support personnel who troubleshoot and resolve IT issues.
Ensures the help desk staff uses the required tools and software to identify, document, track and resolve reported problems.
Plans, prioritizes and schedules help desk activities to ensure maximum issue resolutions in minimum time.
Develops and trains help desk staff. Analyzes help desk activities and develops tools and process improvements to optimize services and staff performance.
May maintain help desk software and make recommendations for new systems.
Manages subordinate staff in the day-to-day performance of their jobs. 
Ensures that project/department milestones/goals are met and adhering to approved budget

TYPICAL JOB DUTIES:

  • Oversees help desk requests, incidents, and problems by prioritizing and scheduling help desk activities to develop computer incident management processes in order to identify, document, track, and resolve reported issues.
  • Develops and provides training to service desk personnel by assessing training needs through discussions, meetings, and consultations with IT personnel, end users, and other organizational stakeholders in order to design, develop, and evaluate training programs, materials, and information.
  • Provides data, reporting of KPIs (key performance indicators), and IT trends to IT department and others by designing and implementing data collection plans, developing metrics, and analyzing data in order to facilitate and support system and network performance improvement.
  • Oversees solutions repository by analyzing systemic failures, assessing user needs, and providing the strategic direction and oversight for the design, development, operation, and support of IT systems in order ensure top quality solutions are available to staff.
  • Manages processes for communicating outage/emergency activities for the organization by email, texts, and phone, or written communication in order to inform staff of computer/system outage procedures to follow.
  • Reviews contracts and bids from vendors by comparing the services, products, and support offered to the specified needs outlined in the request for proposals and bid specifications in order to make a recommendation to the IT Director and to ensure contract work, services, or equipment standards are meet.
  • Coordinates with upper management and Department Heads to identify needs of the unit, assist in establishing and maintaining a budget, and coordinate efforts to procure needed supplies, equipment, & resources. 
  • Prepares requests for proposals and bid specifications for the jurisdiction or department(s) by reviewing current network and systems infrastructure, network and infrastructure needs, and budget information in order to obtain bids from vendors for networking services, products, or support.
  • Review survey feedback to improve services, tools and support experience.
  • Remains abreast of management and leadership principles and hardware and software industry trends in current and future capacities.
  • Supervises staff by assigning and distributing work, directing staff in their job duties, monitoring progress of work, providing feedback and/or training.

 

COMPETENCIES:

  • Computer Systems.
  • Customer Service.
  • Data Recovery/Disaster Planning.
  • Data Reports.
  • Data Storage.
  • Hardware.
  • Management/Personnel.
  • Network Troubleshooting.
  • Operating Systems.
  • Project Management.
  • System Analysis.
  • Training.

Additional Job Description

The following Minimum Qualifications are required for this job. You must demonstrate possession of these qualifications by providing a detailed description of your related experience in the work history section of your application. Please note that replicating or restating these minimum qualifications or the information from the Personnel Board’s job description as your own work experience will result in your disqualification. Please describe your work experience in your own words to represent the work you have performed that is related to the minimum qualifications for this job.

MINIMUM QUALIFICATIONS:

You must meet at least one of the following options:

  • Bachelor’s degree in Computer Science or related field (e.g., Information Technology, Management of Information Systems, Electrical Engineering, Management of Technology, Business Systems Analysis).

OR

  • Bachelor’s degree in Business Administration with a concentration in Computer Information Systems.

OR

  • ITIL Foundation Certification – IT Service Management (Expert Certification).

OR

  • Certified Help Desk Manager (HDI – SCM).

AND

All of the following:

  • Experience managing and supporting a service or help desk environment (e.g., incident management; identifying priority issues; deploying and maintaining workstations; installing and supporting operating systems, application, and drivers; configuring network properties and hardware).
  • Experience managing technical staff (e.g., analyze employee performance, providing help desk training).
  • Experience tracking and reporting KPIs (e.g., number of tickets open/closed per technician, complexity of ticket) using service desk or service desk platform, application or system.
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