Manager, Help Desk and Training

This position is responsible for the overall operation, administration, supervision, coordination and evaluation of the Technical Support Help Desk and the IT Training groups. The primary focus is to assure appropriate technical support for computer and telephony technologies to a variety of clients (students. faculty and staff) in a multi-campus higher education environment through centralized Technical Support Services. Provides regular reports for statistical analysis and process improvement. Researches, develops and implements methodologies for enhancing client service levels, support and operational productivity. Responsible to maintain the Department’s work request and tracking application used to respond to client questions and/or issues. Monitors and tracks training

Supervise assigned personnel by providing orientation, guidance, assistance and developmental training as required. Manage screening, interviewing and hiring employees. Evaluating employee performance. Oversee staffing and scheduling.
Provide metrics and other reports to assist in assuring service level compliance. Compile statistics on technical support and customer satisfaction on a regular basis. Identify client training needs based on statistical reports provided by ticket tracking system, and student feedback.
Enhance professional growth and development through participation in continuing education courses, professional organizations, seminars and workshops, reading current literature and maintaining professional contacts in the community. Use the College’s Staff Development resources such as SkillSoft.
Resolve interdepartmental workflow issues. Communicate with all technology support groups to identify and remain current with standards, policies and procedures.
Maintain troubleshooting scripts, knowledge bases, monitoring tools, Automated Call Distribution and reporting systems. Coordinate with other OIT Technical Teams to assure accuracy in scripts and knowledge bases.
Other Duties as Assigned.

Network support knowledge
Systems support knowledge
Experience with remote access tools
Experience in a Higher Education environment
ITIL training and/or certifications

Bachelor of Science degree in a technology related field 
3 years paid experience in Technical Support environment.

Knowledge, Skills and Abilities
Strong organizational and planning skills
Strong delegating skills
Demonstrated client service skills
Excellent communication skills (verbal, written, listening)
Experience with Microsoft Office Suite
Experience with a report generator such as Crystal Reports
Ability to build and maintain client relationships
Ability to meet deadlines for reports and projects
Ability to trouble shoot and solve problems related to technology and staff
Ability to coordinate and communicate effectively with clients with all levels of experience
Maintain a positive focus and aptitude to alleviate client concerns through effective dialogue
Ability to effectively train clients
Ability to write and/or revise client training manuals and procedures
MUST be a team oriented person
Ability to communicate effectively with a broad range of diverse people, ability, culture, ethnic background, to maintain good working relationships across the College.
Ability to work with all groups in a diverse academic, socioeconomic, cultural and ethnic background of community college students, faculty and staff, including those with disabilities.

Salt Lake Community College will complete a criminal background check on the finalist.