Job Description

Job Description

Job Description

2-3 years of supervisory/ administrative experience.

*Applicants MUST submit a cover letter with resume to be considered.

*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.

*Minorities, women, and individuals with disabilities are encouraged to apply . Please contact Human Resources if you require an accommodation.

BASIC FUNCTION:

IT Helpdesk Manager position is an essential employee post requiring a hands-on technical leader to assist the Director in optimizing the day-to-day operations of the IT helpdesk while overseeing and managing staff performance. This role requires a team player who can assist with motivating the technical team to achieve goals as well as leverage your Level 3 experience to resolve escalated technical issues.

Excellent written and verbal communication skills are essential, as well as a strong focus on customer service when interacting with staff, consultants, and vendors across all levels.

WORK PERFORMED:

• Manage and supervise a team of IT professionals providing mentorship and guidance.
• Provide a high level of technical expertise and resolve escalated complex IT issues.
• Plan and execute technology projects, upgrades, and migrations, coordinating resources and timelines to minimize disruption to business operations.
• Working knowledge of Active Directory and assisting with Onboarding and Offboarding process.
• VDI (Virtual Desktop Infrastructure) Administration as well as maintain hardware and software inventory.
• Overseeing Helpdesk solution Zendesk implementation, training, and usage.
• Collaborate with other departments and stakeholders to understand IT requirements and priorities, ensuring alignment with business objectives.
• Assist with conduct regular performance evaluations, coaching, and professional development activities for IT staff to enhance their skills and capabilities.
• Stay abreast of emerging technologies, industry trends, and best practices in order to identify, evaluate and recommend new technologies, tools, and operational practices to enhance IT capabilities and support business growth.
• Establish and maintain relationships with vendors, service providers, and partners to procure IT products and services as well as negotiate and manage contracts.
• Develop and implement IT policies, procedures, and best practices to optimize help desk operations.
• Point person for all MDM/Wireless Devices. Set-up, deploy, and support devices; invoice reconciliation.
• Assists in the installation, configuration, troubleshooting and support of computer hardware and software.
• Assists end-users in developing working knowledge of systems running on LAN, including new-user orientations, and hardware orientations when necessary.
• Maintains advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
• Train new help desk employees on systems, procedures, and customer service skills.
• Assist and backup Director of User Support and Training Services with implementation of new initiatives, AD management and all other Server & Portal Administration as needed.
• Assist Director with analyzing the business requirements for departments to determine their technological need.
• Assist VP’s & CISO with special assignments and user administration for various applications.
• Assist on special IT project initiatives and management.
• Able to lift 50 pounds but not limited.
• Travel Required

MINIMUM REQUIREMENTS:

Education Level required : College Degree or relevant field. Relevant experience required: Three to Five years’ experience in IS Management. 2-3 years of supervisory/ administrative experience. Ability to instruct and train is helpful.

• Proficiency in IT system, network infrastructure and security principles, with hands-on experience in implementing and managing enterprise-level IT solutions.
• Outstanding communication, interpersonal, and leadership skills, with the capacity to engage with diverse stakeholders and influence decision-making at various organizational levels.
• Strong project management skills, with the ability to plan, organize, and execute multiple projects concurrently within budget and schedule constraints.
• Analytical mindset with problem-solving capabilities and attention to detail, coupled with strategic thinking and business acumen.
• Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.

Knowledge required: Knowledgeable in Active Directory and Email administration. O365; MS Windows 11; Mac OS; iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications and firmware; Web-based video conferencing tools; VDI knowledge. Also, all other ESD supported applications. Strong interpersonal and organizational skills.

Employee Relations: Role requires analytical and active listening skills; as well as the ability to multi-task and daily workload. Must work with end users at all levels of the organization.

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