Supervises the day-to-day operations of the help desk support team. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Relies on extensive experience and judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected.
Manages end user technology support for the State Office, Agencies and Regional Offices.
Prepares, provisions, and tracks all IT end user technologies (computers, printers, iPhones, etc.).
Trains staff on all aspects of IT client technology support and ensures compliance with corporate guidelines.
Supports the strategic mission of the IT function as it relates to goals for the organization.
Directs, coordinates and schedules daily activities for Help Desk staff.
Establishes and maintains service level objectives for all responsible functions and monitors to ensure they are met.
Executes business strategies consistently to improve efficiency and effectiveness of assigned operations.
Serves as an escalation point for in-depth technical problem-solving and collaborates with all IT teams and management to ensure appropriate escalation of production issues.
Leads the help desk support team by maximizing each person’s ability to make a positive impact.
In conjunction with the Client Technologies Manager, performs various personnel administration duties including hiring, updating job descriptions, providing constructive feedback, and conducting performance evaluations and merit pay reviews.
Ensures that after hours, on call, and emergency support needs are covered.
Provides regular feedback to Client Technologies Manager of department status and changes which affect productivity within the area.
Directs preparation and shipment of all end user technology for Regional and Agency offices
Oversees licensing for departmental client software within the State Office
Regular, predictable attendance as employee must physically be in the office.
This list of essential functions is not exhaustive and may be supplemented as necessary.
Performs role as project lead or subject matter expert on projects related to end user support.
Meets with other department supervisors and managers within the State Office to facilitate IT end user technology provisioning and installation (onboarding of new staff, cubicle moves, etc.)
Manages vendor relationships for service/maintenance of IT client technologies statewide.
Oversees asset tracking for end user technology within the asset management system
Effectively build a network of contacts at all levels with the organization.
Provides exceptional customer experiences by understanding and anticipating customer needs.
Manages relationships in ways that promote service and support to the organization.
Provides clear, concise information to others in verbal, written, electronic and other communication forms.
Demonstrates a positive and supportive attitude of company and departmental goals.
Serves as a role model and leader to those in IT as well as throughout the organization.
Applies the guiding principles in daily work, decision-making and management.
Physical demands: Must be able to lift up to 50 pounds; Speaking; Sitting for long periods; Kneeling; Crawling; Normal vision/hearing with or without correction; Typing; Driving a vehicle.
Mental demands: Analytical reasoning; Ability to work under pressure and on own initiative; Prolonged concentration; Creative problem-solving techniques.
Environmental factors: Standard office lighting, temperature, and noise; Some overnight travel required.
Equipment: Various computer equipment; Telephone; Auto/Truck/Van.
Bachelor’s degree required.
3-5 years’ experience with end user support.
Supervisory or team lead experience preferred.
Project Management experience a plus.
Familiar with a variety of end user technology.
Extensive IT experience supporting users of Microsoft Windows & Office, web browsers, computer and printer hardware, and iPhones.
Knowledge of basic networking and IT security concepts.
Exceptional communication skills.
Excel under pressure and maintain composure.
Able to make timely and sound decisions independently.