Help Desk Manager
Location: Mars, PA
Job Type: Full Time / Permanent
Job Summary: Maintain and monitor support systems which include but are not limited to the help desk and related infrastructure to meet company business requirements. Ensure that system hardware, operating systems, software systems, and related procedures adhere to company standards. Under minimal supervision, functions as an expert helpdesk/support coordinator engaged in supporting, configuring and maintaining hardware and operating system software in support of business processing requirements. Responsible to triage, distribute and resolve help desk tickets. Supervises help desk staff.
Competencies: • Building Trust – Interacting with others in a way that gives them confidence in one’s intentions and those of the organization. • Communication- Excellent at clearly conveying information and ideas through a variety of media. • Contributing to Team Success – Ability to participate as a member of a team to move the team toward the completion of goals. • Customer Focus – Ensures that the customer perspective is a driving force behind business decisions and activities. • Decision Making – Ability to identify and understand issues, problems, and opportunities. • Adaptability – Maintains effectiveness when experiencing major changes in work responsibilities or environment. • Coaching – Provide timely guidance and feedback to help others strengthen specific knowledge, and level of proficiency by seeking and giving information and checking for understanding. • Continuous Improvement – Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions. • Delegating Responsibility – Allocating decision-making authority and/or task responsibility to appropriate others to maximize the organization’s and individual’s effectiveness. • Driving for Results – Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. • Planning and Organizing – Establishing courses of action of self and others to ensure that work is completed efficiently. • Selecting Talent – Evaluating and selecting internal and external talent to ensure the best match between the individual and the work requirements. • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Essential Functions: • Oversees the administration of the helpdesk and end user support work flows. • Works with 3rd party vendors to resolve end user issues. • Acts as 2nd escalation point for off hours support. • Establishes, maintains and manages user accounts. • Diagnoses hardware and software problems, and replaces defective components. • Analyze equipment performance records in order to determine the need for repair or replacement. • Provide support for Active Directory, Exchange, PC, Server and Operating Systems, Microsoft File and Print services, Microsoft Networking, DNS/DHCP, third party outsourced solutions, and various proprietary and “off the shelf” applications. • Installs, investigates and resolves matters of significance with computer software and hardware equipment. • Logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printer, servers and applications to meet business needs. • Performs troubleshooting to isolate/diagnose common system problems; documents system events ensuring continuous functioning, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations. • Responsible for or assists in budget preparation and manages within established guidelines and specifications • Recommends and writes department policy and procedures for review and approval. • Performs data backups and recovery operations. • Maintains an inventory of parts for emergency repairs. • Performs other duties as assigned.
Education / Experience / Licenses: • Bachelor’s degree in Computer Science or Information Technology preferred. Minimum 3 years relevant experience. Must possess demonstrated knowledge of current protocols and standards, including Active Directory, Group Policies, MS Exchange, VPNs, and data backup and restores. Hands-on experience troubleshooting hardware such as servers, computers, printers, switches, and peripherals. Valid drivers’ license. The individual in this position must have access to a vehicle for transportation between sites.