Help Desk Manager - Full Time

Amherst, OH

The IT Service Desk Manager will manage and accept responsibility for the technical support aspects of NOMS’ IT Service Desk operations. This position is a "hands on" management role, responsible for managing and mentoring the IT Technical Support Services teams. A strong background supervising and mentoring subordinates is required. A conscientious, self-motivated, and results-driven individual who possesses a high standard for customer service is desired.

 

DUTIES & RESPONSIBILITIES:

  • Accountability for the motivation, monitoring, and organization of the day to day operations for the technical support services team, to ensure a continuous service is provided to NOMS which meets the organization's strategic goals
  • Meet or exceed predetermined service SLA's
  • Ensure IT infrastructure compliance with industry regulations and standards
  • Develop and maintain system documentation, manuals, and change logs
  • Mentor and develop subordinate staff and foster an environment of collaboration
  • Act as a top tier point of escalation for the support services teams
  • Ability to incorporate, compile, and manipulate available data to report on the metrics pertaining to efficiency and effectiveness of the support queues and staff
  • Occasional travel to Remote offices to assist with setups and/or critical issues

KNOWLEDGE & SKILLS REQUIRED:

  • Familiarity with deployment and maintaining Telephony Services, Video Conferencing hardware and software
  • Demonstrated knowledge of current best practices, products, statutory, and regulatory requirements
  • Demonstrated ability to effectively and efficiently organize time and resources to complete work accurately, thoroughly, and on time, detailing deliverables and tasks accordingly
  • Ability to remain calm, cool, and focused in stressful situations
  • Demonstrated ability to explain technical issues in an accessible way to non-technical employees
  • Demonstrated sense of urgency
  • Effective communication skills

EDUCATION & WORK EXPERIENCE:

  • BA/BS in Information Systems, Business or technical field preferred.
  • At least 5 years of network infrastructure required
  • At least 5 years of networking Windows desktop and server systems, software and services required
  • At least 5 years of Active Directory (AD), DNS, DHCP, and wireless technologies required
  • At least 3 years of prior Management / Supervisory experience required

Certificates and Licenses Required: N/A

Environmental/Working Conditions:

  • Office setting and computer facility. Minimal exposure to communicable diseases

Physical/Mental Demands:

  • Requires sitting for long periods at computer terminal, bending, reaching, stretching. May involve lifting up to 30 pounds of light equipment. Requires manual dexterity for operation of keyboard.

Equal Employment Opportunity Employer