Director, It Help Desk

GENERAL SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Communicates and coaches the professional and technical development of direct reports; enabling them to set goals and meet core competencies
• Keeps abreast of state-of-the-art developments through attendance at professional meetings and seminars, literature.
• Communicates technical notifications in a timely fashion.
• Coordinates the maintaining of LAN/WAN records and, as appropriate, telephone systems.
• Selects and manages partners delivering support services.
• Develops, leads, and coaches Help Desk team members to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness, communication, and technical skills, in order to enhance the quality of support delivered.
• Creates and presents long term planning strategies.
• Works with vendor contacts to resolve technical problems with desktop computing equipment and software.
• Participates in projects such as new tools and rollouts of business-related software and hardware, standards, processes and procedures and training.
• Conducts interviews for open positions
• Manages performance of staff, authority to initiate counseling or performance plans, also recommends promotions, hiring, and terminations.
• Implements the support strategies across campuses.
• Creates, manages and presents an annual budget for function.
• Recommends and/or performs upgrades on systems to ensure longevity.
• Serves as a role model, demonstrating student-centered behaviors, leadership, and communication skills; following the University's professional, ethics and integrity standards and core values.
• Assesses functional business needs to determine specifications for purchases.
• Ensures the team is adhering to USAHS IT best practices.
• Develops and communicates procedures and policies to standardize support across campuses.
• Manages the trainings and orientation provided to end users on use of hardware and software.
• Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from end users.
• Communicates appropriate and meaningful information and makes recommendations for solid, data-driven decisions.
• Collaborates with procurement staff to purchase hardware and software.
• Performs miscellaneous job-related duties as assigned.

OTHER DUTIES AND RESPONSIBILITIES

MANAGEMENT/SUPERVISORY RESPONSIBILITIES

• Crestron
• Salesforce
• Kaltura
• Blackboard
• Microsoft Teams
• Zendesk
• Required
• Preferred
• Technical aptitude and knowledge of integrated audiovisual systems including
• Office 365

• Self-motivated. Works well independently and in a team setting under time constraints.
• Excellent oral and written communication skills.
• Ability to multi-task and learn and apply new skills quickly
• Excellent customer service skills and ability to interact well with clients and staff

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in information systems, management information systems, computer science, business or related field or a combination of education and experience equivalent to a bachelor’s degree
• Master’s degree preferred
• A minimum of five (5) years’ experience managing help desk or other support functions
• A minimum of ten (10) years’ experience in IT support environment
• Minimum Experience required:
• A minimum of five (5) years’ experience managing help desk management applications including production of meaningful qualitative and quantitative metrics

BUSINESS COMPETENCIES

• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Innovation - Creating new and better ways for the organization to be successful.
• Being Resilient - Rebounding from setbacks and adversity when facing difficult situations.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

• People Leadership - Leads by example when it comes to finding and developing talent, with a focus on talent acquisition strategies, setting performance targets that raises standards and development of high potential talent.
• Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

ADDITIONAL COMPETENCIES

• May resolve problems within established practices.
• Regularly provides advice and recommends actions involving rather complex issues.
• Listens well.
• Ability to create a plan and manage upward through executive management.
• Interpret and/or discuss information with others which involves terminology or concepts not familiar to many people.
• Provides occasional guidance, some of which is technical.

• Flexibility
• Actively seeks opportunities to make contributions vs. passively accepting situations. Goes above expectations to achieve goals. Decisions normally have a noticeable effect department-wide and institution-wide, and judgment errors can typically require one to two weeks to correct or reverse.
• Recognizes/responds to unanticipated events and requirements. Customer-focused, with demonstrated experience and ability to be flexible with changing priorities, demands and requests. Demonstrated ability to identify root issues and resolve end-to-end.
• Promotes teamwork, and leads by example, while successfully collaborating across functions and departments.
• Initiative

• Demonstrates ability to manage time and priorities.