Manager Information Technology Service Desk

Position Purpose:

Administrative, supervisory, and technical work in connection with providing primary support and triage Town and School IT Computing Infrastructure; provides the planning, management and technical direction needed to ensure that the IT Service Desk provides quality response and support to all user departments in the Town and Schools; all other related work as required.

Supervision:

Supervision Scope: Performs technical and highly responsible duties requiring a high level of initiative, creativity and independent judgment in managing the IT Service Desk for the town and schools.

Supervision Received: Works under the general supervision of the Chief Information Officer. Once priorities are set, works with considerable latitude for independent judgment and action.

Supervision Given: Has direct day-to-day supervisory responsibility for the IT Service Desk Support Group including full time staff along with interns and consultants as required. Assigns projects and monitors results. Provides input into hiring, termination and disciplinary actions of staff.

Job Environment:

• Work is performed under typical office conditions; work environment is fast paced and dynamic.
• Incumbent may be contacted at home at any time to respond to important situations, emergencies and items requiring immediate attention.
• Operates computers, printers and other peripherals, hand-held devices, telephone, and other standard office equipment.
• Has frequent contact with the general public, various Town Departments, Internet Service Providers, vendors, contractors, and users.
• Has access to confidential information which requires the application of appropriate judgment, discretion and professional office protocols.
• Errors resulting in technical difficulty could result in financial loss to the town and delay or loss of service.

Essential Functions:

(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

The Service Desk Manager is responsible for developing the team, workflow and supporting tools(Ticket System, Asset Management, Configuration Tools) necessary to provide an effective and efficient delivery of IT Service to a diverse user base. Responsibilities typically include the following:

1.  Managerial (Administrative and Supervisory)

• Provides day-to-day leadership and management to the IT Service Desk following the ITIL framework.
• Oversee, hire and develop a team of motivated and customer centric Support Specialists.
• Assigns, schedules, delegates work and reviews performance by subordinates. Monitors group metrics, prepares performance management reports and provides analytic summaries.
• Provides regular feedback to staff members on job performance, training opportunities and key department metrics.
• Identify, recommend and implement changes to processes and technologies for continuous improvement.
• Ensures team members compliance to Brookline standards, security policies, work environment and service hours. Interprets policies, purposes, and goals of organization to subordinates.
• Ensures that support and operational issues are tracked and resolved in a timely manner including the escalation of more complex issues to internal and/or external resources.
• Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools and support experience.
• Coordinates regularly scheduled group meetings and participates in inter-departmental   meetings as required.
• Develops and contributes to the creation/updates of end-user technology documentation, training manuals and advisories.
• Consults with department heads and other key stakeholders to determine information requirements; determines boundaries and priorities of new projects.
• Builds strong relationships with user departments, continually seeks feedback on group performance and manages service levels based on target goals.

2.  Technical

•  Provide technical assistance with computer hardware, software, applications, network and peripherals.
• Resolve issues for clients via phone, in person, or electronically..
• Track customer issues and resolutions based on ITIL framework and promote universal use of ticket system.
• Engages and manages 3^rd party vendors as required for support on various projects.
• Assumes project management role and oversight based on need.
• Performs similar or related work as required, directed or as situation dictates.

Recommended Minimum Qualifications:

Education, Training and Experience:

Bachelor’s degree in computer science, management information systems or business preferred, plus a minimum of 5 years in a supervisory or management role with computer and networking experience.

Related vendor certifications such as Microsoft, Apple and/or Google are desired; Industry Certifications such as ITIL are preferred. Strong communications and troubleshooting experience in a complex hybrid premises/cloud environment; or any equivalent combination of education, training and experience.

Knowledge, Ability and Skill:

• Demonstrated expertise and proficiency in diagnosing complex problems with computer hardware and software with ability to apply solutions to the problems and articulate complex technological information to a diverse user clientele with varying levels of technical sophistication.
• Experience in dealing with anit-virus/spam, wireless communication, mobile devices, cloud based technologies and infrastructure.
• Proficiency in training and supervising employees.
• A strong team player, works effectively under pressure, and ability to multi-task.
• Excellent interpersonal communication skills (verbal, written and listening) since he or she will have daily interaction with senior management, administrators, staff and students.
• Exercise proper judgment taking care of user computers or sensitive data; and consult with the CIO or Senior Management as appropriate.
• Utilize effective time management skills and sets and adhere to deadlines with a commitment to quality and customer service.
• Adaptable and a quick learner, assimilates new technologies into standard operations and ensures group staff are fully involved new product/service introductions.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks may involve extended periods of time at a keyboard or workstation. Vision and hearing at, or correctable to normal ranges is necessary. Must be able to communicate verbally. Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.  Ability to lift 50 pounds (monitors, printers, scanners, etc.).

(This job description does not constitute an employment agreement between the employer and employee. It is used as a guide for personnel actions and is subject to change by the employer as the needs of the employer and requirements of the job change.)