Help Desk Services Manager

Provides leadership and supervision of the College's consolidated IT help desk and provides computer users with interactive help desk support. Supervises help desk technicians, computer lab manager and part-time employees. Oversees all aspects of the student open computer labs. Serves as the System Administrator of the Cherwell service desk system and print management software. Maintains the Help Desk website and automated call distribution system. Develops, maintains, and monitors IT service-level agreements with College constituents. Interacts with technology vendors and employees on the acquisition of technology equipment. Provides administrative support (training, help desk support and communications) for the identity and password management system. 

WORK PERFORMED

Manages and supervises the daily activities of the IT help desk to include hiring, training, coaching, organizing, planning, and staffing operations of help desk technicians. Provides direct supervision of helpdesk staff including, but not limited to, hiring, training, performance appraisals, and work/vacation schedules.

Manages the Cherwell Technology Services platform. This includes the organization, planning, coordination, timing and execution of all related activities required for core service desk activities. Related duties include: 

• Managing Incident and service requests.

• Provide technical assistance to IT staff to develop integrated business catalogue, service requests, management reports and dashboards based on service-level agreements and IT vital signs.

• Provide technical support and assistance leveraging Cherwell workflow tools to automate repetitive and complex service desk tasks and support activities within all IT work centers.

• Provide ongoing training to IT staff and end users.

Manages the student open computer labs and ensures continued operational support for students seven days per week. his also includes coordinating the configuration and maintenance of  desktop systems in the open labs; training and assignment of staff; and providing technical assistance to students on Microsoft applications and other systems, including myHCC, Password Services, and Canvas LMS.  Participates in the development and revision of policies on lab access and operations. Oversees supervision of part-time computer lab consultants.

Identifies and implements industry best practices for IT call centers. Maintains membership with the Help Desk Institute to keep abreast of the latest industry trends, practices and benchmarks.

SUPERVISION

Reports to executive director of information technology services. Supervises Help desk technicians, student lab manager and part-time help desk and computer lab employees.

Requirements:

KNOWLEDGE REQUIRED

• Bachelor's degree and three years' experience in information technology field required or equivalent combination of education and work experience

• Two or more years IT help desk management experience

• Industry certification through the Help Desk Institute, preferred

• Strong communication, interpersonal, and analytical skills

• Comprehensive knowledge of computer hardware, software, and infrastructure

• Knowledge of computer administration systems user interface and utilities with the ability to analyze and diagnose a broad range of computer problems and provide technical solutions

• Operational knowledge of help desk software

Additional Information:

Hours Per Week: 37.5
Work Schedule: Monday - Friday, 8:30am - 5:00pm
Compensation: $64,702 plus excellent health insurance, tuition reimbursement and paid leave
FLSA Status: Exempt
Grade: 17
Open Until Filled
Best Consideration: August 24, 2018

As a participating member of the Maryland Retirement and Pension System, HCC offers two retirement options: The Pension, which requires a 7% employee contribution and The ORP, a 403(b) with a 7.25% employer contribution only. Employees in positions that do not require a bachelor's degree must participate in The Pension. Employees that possess a bachelor's degree and hold professional positions that require a bachelor's degree may choose to participate in either The Pension or The ORP.  

Howard Community College (HCC) is an Equal Employment Opportunity & Affirmative Action employer & values diversity within its faculty, staff & student population. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, gender, sexual orientation, gender identity, genetic information, disability or protected veteran status.

HCC understands that persons with specific disabilities may need assistance with the job application process and/or with the interview process. For confidential assistance with the job application process, please contact the Office of Human Resources at 443-518-1100. The TDD line phone # is: 443-518-4822.

Application Instructions:

Please submit:

1. Cover letter

2. Resume