Help Desk Manager
: Job Details :

This position is responsible for providing oversight of all help desk staff and student employees, and ensuring that end-users are receiving timely and appropriate assistance. Additional responsibilities include planning, assigning, and directing work; documenting support procedures and systems; assisting team members in answering calls, addressing service or escalation issues, and applying independent decision-making skills to resolve or escalate problems to appropriate subject matter expert(s); and identify campus/department support trends, notify appropriate departments/stakeholders, and/or make recommendations for service improvements. Sponsorship is not available for this position.

* Deliver front line technical support for the entire university community;

* Promote continuous improvement of frontline support activities;

* Train help desk staff on areas of responsibility, new technologies, and support procedures;

* Ensure staff provides consistent, high-quality, and professional service, including communication and telephone skills;

* Monitor help desk ticket system and follow-up, as needed, assigning personnel or directly correcting issues to ensure timely resolution of problems;

* Provide training, support, and management for staff, services, and products;

* Schedule staff and student employees to ensure technical support coverage during normal business hours as well as for on-call support, if needed;

* Proactively identify process improvement opportunities, including end-user training tools and documentation, research best practices, and put new process improvements in place;

* Ensure adherence to established escalation procedures;

* Respond to escalated, complex, and high-impact calls in a timely manner;

* Lead the help desk team in providing initial end-user support for all campus technical needs, including, but not limited to, UNAPortal, Office 365, DUO, password resets, Wi-Fi onboarding, ticket entry, enterprise system access, and problem escalation as needed;

* Responsible for ensuring entire department's webpage is up-to-date and contains relevant information;

* Responsible for social media posts/presence for department;

* Perform all other duties as assigned

ADDITIONAL DUTIES:

* Develop working relationships with different members of campus community to more effectively identify and assist with campus needs;

* On call 24x7 to ensure accessibility for students and employees for multiple systems;

* Work outside of normal business hours during peak times such as campus registration and onboarding events to assist students, staff, and faculty with access and technical assistance;

* Develop and implement written policies, procedures, instructional guides, technical documentation, and other soft and hard copy materials for use by IT staff, end users, and managers;

* Responsible for ensuring necessary documentation is complete and kept up to date.

Completion of bachelor's degree OR five years of related experience required.

LICENSES,CERTIFICATIONS,ORREGISTRATIONS:

Technical certification(s) such as A+, Network+, Security+, Microsoft, etc.) preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

* Ability to facilitate problem-solving among groups with varying needs and priorities;

* Ability to analyze, diagnose, and remediate issues over a variety of communication methods, including, but not limited to in person, via phone, and e-mail;

* An understanding of software and computer hardware compatibility issues within a LAN architecture;

* A basic understanding of:

* Local area networks, including wired and wireless configurations;

* File storage capabilities within a LAN/WAN architecture;

* Virtualized infrastructures;

* Personal computer installation, configuration, and support within a LAN/WAN environment;

* Audio/Visual components and capabilities;

* Ability to use and troubleshoot both Microsoft and Apple OSs and applications;

* Ability to use work order system, coordinate well with departments/personnel, and maintain confidentiality;

* Strong organizational, customer service, and problem-solving skills;

* Ability to apply common sense understanding to carry out instructions furnished in written, verbal, and diagram formats;

* Ability to adapt and upgrade skills in order to meet changing job conditions, and work within time constraints;

* Ability to communicate clearly, concisely, and effectively, both orally and in writing, to instruct or train others through explanation and/or demonstration, and respond to questions, inquiries, and/or complaints;

* Ability to maintain strict confidentiality;

* Ability to read and interpret documents such as training manuals;

* Ability to manage interpersonal conflict situations requiring tact, diplomacy, and discretion;

* Ability to interact effectively with diverse student populations and a wide variety of co-workers;

* Requires enhanced communications skills in order to help potential individuals not proficient in English;

* Advanced knowledge of current technology problems and issues.

Applicants must upload a resume at the time of application as well as provide contact information for at least three professional references. For questions, please email ...@una.edu or call 256.###.#### and select option #2. Selecting an option other than #2 will result in a delayed response.