Director- Information Technology (Helpdesk)
: Job Details :

Essential Functions of the position are detailed below, and include any physical requirements below that. Team Management & Leadership:o Lead, mentor, and manage a team of 3 Help Desk employees and 5 Field Operations Technicians.o Responsible for coaching, supervising, training, and professional development of staff.o Ensure that team members are properly trained and equipped to handle IT support issues at various levels.o Conduct regular one-on-one meetings with staff to discuss performance, provide feedback, and set clear objectives.o Foster a collaborative team environment that prioritizes excellent customer service and efficiency. Help Desk Operations (Level 1-2 Support):o Oversee the daily operations of the Help Desk, ensuring that tickets are handled in a timely and efficient manner.o Monitor ticket volume and escalate complex issues to the appropriate resources or Field Operations Technicians.o Maintain and track performance metrics, ensuring SLA compliance for response and resolution times.o Support the development of knowledge base articles and troubleshooting guides for common issues. Field Operations & Onsite Support (Level 3 Support):o Manage and coordinate the team of 5 Field Operations Technicians responsible for on-site IT support.o Ensure that the Field Ops team provides timely and effective support for hardware, network, and infrastructure issues on-site.o Oversee the deployment, setup, and maintenance of laptops and peripherals, ensuring that all devices are properly configured and delivered to end-users.o Collaborate with the Field Operations team to identify recurring technical issues and implement solutions to minimize downtime. Vendor Management & Inventory Control:o Manage the procurement, inventory, and tracking of IT assets, including laptops, peripherals, and other hardware.o Maintain relationships with third-party vendors and service providers to ensure timely and cost-effective procurement and support.o Oversee the deployment of new hardware to employees and ensure equipment is properly registered and configured. Incident & Problem Management:o Ensure incidents are managed effectively, with a focus on root cause analysis and long-term solutions.o Coordinate with other IT departments and external partners as necessary to resolve complex issues.o Lead post-incident reviews and implement changes to prevent recurring issues. User Training & Support:o Provide guidance and assistance to end-users for resolving IT-related issues and ensure the Help Desk team delivers high-quality customer support.o Develop and conduct training sessions for staff on new technologies, tools, or procedures.o Provide regular reports on team performance, including response times, resolution times, customer satisfaction, and ticket trends.o Identify opportunities for process improvements, automation, and workflow optimization.o Stay updated on the latest industry trends and emerging technologies to enhance service delivery and team effectiveness.PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.X Kneel and move from sitting, bending, kneeling or standing multiple times a day.X Push and pull objects up to 25 pounds.X Climb up and down up to 5 flights of stairs at a time. X Lift up to 25 pounds.Other Requirements Comply with program and/or Agency requirements related to (check all that apply). X Background check, including any program specific requirements. Physical examination TB Testing Drug Testing X Driver's License and reliable transportation X Agency-specified automobile insuranceImmediate Supervisor: Vice President of Information TechnologyDirectly Supervises: Senior Help Desk Technician, Help Desk Technician II, Senior Field Technician, Field Technician IIEducation and Experience Requirements:Qualifications and Skills:Preferred: Bachelor's degree in Information Technology, Computer Science, or a related field * 5+ years of experience in IT support, with at least 2 years in a leadership or management role.* Proven experience managing Help Desk or Field Operations teams.* Strong knowledge of ITIL practices, Help Desk ticketing systems, and remote desktop tools.* Experience with hardware troubleshooting, including laptops, peripherals, and network devices.* Strong communication, organizational, and leadership skills.* Ability to manage multiple tasks, prioritize effectively, and meet deadlines.* Excellent problem-solving and analytical abilities.* Experience with asset management and vendor coordination is a plus.* Certification in ITIL, CompTIA A+, or Microsoft certifications (preferred).Minimum: Bachelor's degree in Information Technology, Computer Science, or related field * 3+ years of experience in IT support, with at least 1 year in a leadership or management role.* Proven experience managing Help Desk or Field Operations teams.* Strong knowledge of ITIL practices, Help Desk ticketing systems, and remote desktop tools.* Experience with hardware troubleshooting, including laptops, peripherals, and network devices.* Strong communication, organizational, and leadership skills.* Ability to manage multiple tasks, prioritize effectively, and meet deadlines.* Excellent problem-solving and analytical abilities.Relevant Education:Preferred: Bachelor's DegreeMinimum: Associate's DegreeRelevant Experience:Preferred: 2-4 YearsMinimum: 1-2 YearsCertification/Licensure:Preferred: ITIL, CompTIA A+, or Microsoft certificationsMinimum: N/ARelevant Education:Preferred: Bachelor's DegreeMinimum: Associate's DegreeRelevant Experience:Preferred: 2-4 YearsMinimum: 1-2 YearsCertification/Licensure:Preferred: ITIL, CompTIA A+, or Microsoft certificationsMinimum: N/A