Assistant Help Desk Manager

The Assistant Help Desk Manager is responsible for assisting the Help Desk Manager in the effective day-to-day operation of the Help Desk, continual functional improvement of the operations, and on site after hours supervision of the Help Desk staff. This position has regular interactions with faculty, staff, and students and serves as one of the initial contact for all technology requests. The Assistant Help Desk Manager is required to perform both first level phone and technical support, as well as, supervisory duties for student technical support personnel. The Assistant Help Desk Manager will assist in training and mentoring Help Desk personnel.

• Support Help Desk manager in ensuring that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department/division. 

• Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software issues, troubleshooting problems, replacing hardware and installing new software on clients’ machines.

• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. 

• Resolves problem situations in a professional manner. 

• Accurately communicates pertinent information to Help Desk staff and all UIWemployees to create a work environment that lends itself to the best interests of departmental personnel and customer service. 

• Provide day-to-day after hours supervision of Help Desk student workers staff. Supervisory duties include: determining student personnel requirements, recruiting, hiring student workers and setting student schedules to insure the Help Desk is adequately staffed during business hours. 

• Resolve first level desktop support requests via incoming work requests, e-mails, calls or walk ups from faculty, staff and/or students. Requests related to: currently supported hardware and Window and/or Macintosh operating systems and their related applications; user network account maintenance in Active Directory; Initial support for enterprise applications such as Blackboard and Banner. Support methods to include: troubleshooting and training user via telephone, email, remote support or in person support at user location.  

• Using current work order system to create work orders to self, technician, or appropriate IRD staff for assigning second level support requests. 

• Identifies opportunities for improvements in process, efficiency and quality.

• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.

• Manage escalated issues and provide direction to Help Desk staff and directs other issues to Help Desk manager or appropriate personnel for timely resolution. In case of resolution maintains positive communication with user to ensure appropriate and knowledgeable hand off.  

• Daily update and maintain records of assigned work orders.

• Work effectively with all levels of employees in the organization.

• Assist with the deployment of technical equipment.

• Complies with all UIW policies and guidelines.

• Perform other related duties as necessary or as assigned by supervisors.

Experience working on a Help Desk, Service Desk, or IT support team
Experience providing IT support in a higher education setting
Strong knowledge and troubleshooting skills with Windows and Mac operating systems.
Ability to handle multiple priorities and varied technical tasks 
Ability to learn and keep current with change in technology 
Strong customer service orientation with the ability to explain technical concepts to non-technical users
Excellent analytical skills with the ability to resolve issues in a fast-paced environment
Ability to interpret metrics and data analytics to improve Technology Services Desk functions
Ability to work effectively with individuals from diverse communities and cultures. 
Employee shall adhere to all applicable rules and regulations of the University, the Conference, and the NCAA.

Associate’s Degree in Information Systems or related area

Three or more years of related technical experience in a Help Desk, Service Desk, or IT Tech Support environment

Five years of technical and managerial experience in a Help Desk or technical support environment 
Bachelor’s Degree in related field
Experienced in a variety of software packages, to include Microsoft Office suite, Mac Office suite, and Operating Systems of current Windows OS and Mac OS

None

Currently, the typical work week is shift work Tues-Friday 10 AM – 7 PM and Saturday 8 AM – 12 PM. Future days and hours may be subject to change. Overtime is authorized for work beyond 40 hours.

The work is typically performed in an office, while sitting at a desk or table, or while intermittently sitting, standing, walking, bending, crouching or stooping. The Assistant Help Desk Manager may be required to travel to the user’s location to aid in timely problem resolution.