Help Desk Manager

This position is responsible for providing oversight of all help desk staff and student employees, and ensuring that end-users are receiving timely and appropriate assistance. Additional responsibilities include planning, assigning, and directing work; documenting support procedures and systems; assisting team members in answering calls, addressing service or escalation issues, and applying independent decision-making skills to resolve or escalate problems to appropriate subject matter expert(s); and identify campus / department support trends, notify appropriate departments / stakeholders, and / or make recommendations for service improvements.  Sponsorship is not available for this position.

• Deliver front line technical support for the entire university community;
• Promote continuous improvement of frontline support activities;
• Train help desk staff on areas of responsibility, new technologies, and support procedures;
• Ensure staff provides consistent, high-quality, and professional service, including communication and telephone skills;
• Monitor help desk ticket system and follow-up, as needed, assigning personnel or directly correcting issues to ensure timely resolution of problems;
• Provide training, support, and management for staff, services, and products;
• Schedule staff and student employees to ensure technical support coverage during normal business hours as well as for on-call support, if needed;
• Proactively identify process improvement opportunities, including end-user training tools and documentation, research best practices, and put new process improvements in place;
• Ensure adherence to established escalation procedures;
• Respond to escalated, complex, and high-impact calls in a timely manner;
• Lead the help desk team in providing initial end-user support for all campus technical needs, including, but not limited to, UNAPortal, Office 365, DUO, password resets, Wi-Fi onboarding, ticket entry, enterprise system access, and problem escalation as needed;
• Responsible for ensuring entire department's webpage is up-to-date and contains relevant information;
• Responsible for social media posts / presence for department;
• Perform all other duties as assignedADDITIONAL DUTIES :
• Develop working relationships with different members of campus community to more effectively identify and assist with campus needs;
• On call 24x7 to ensure accessibility for students and employees for multiple systems;
• Work outside of normal business hours during peak times such as campus registration and onboarding events to assist students, staff, and faculty with access and technical assistance;
• Develop and implement written policies, procedures, instructional guides, technical documentation, and other soft and hard copy materials for use by IT staff, end users, and managers;
• Responsible for ensuring necessary documentation is complete and kept up to date.Completion of bachelor's degree OR five years of related experience required. LICENSES,CERTIFICATIONS,ORREGISTRATIONS : Technical certification(s) such as A , Network , Security , Microsoft, etc.) preferred.KNOWLEDGE, SKILLS, AND ABILITIES :
• Ability to facilitate problem-solving among groups with varying needs and priorities;
• Ability to analyze, diagnose, and remediate issues over a variety of communication methods, including, but not limited to in person, via phone, and e-mail;
• An understanding of software and computer hardware compatibility issues within a LAN architecture;
• A basic understanding of :
• Local area networks, including wired and wireless configurations;
• File storage capabilities within a LAN / WAN architecture;
• Virtualized infrastructures;
• Personal computer installation, configuration, and support within a LAN / WAN environment;
• Audio / Visual components and capabilities;
• Ability to use and troubleshoot both Microsoft and Apple OSs and applications;
• Ability to use work order system, coordinate well with departments / personnel, and maintain confidentiality;
• Strong organizational, customer service, and problem-solving skills;
• Ability to apply common sense understanding to carry out instructions furnished in written, verbal, and diagram formats;
• Ability to adapt and upgrade skills in order to meet changing job conditions, and work within time constraints;
• Ability to communicate clearly, concisely, and effectively, both orally and in writing, to instruct or train others through explanation and / or demonstration, and respond to questions, inquiries, and / or complaints;
• Ability to maintain strict confidentiality;
• Ability to read and interpret documents such as training manuals;
• Ability to manage interpersonal conflict situations requiring tact, diplomacy, and discretion;
• Ability to interact effectively with diverse student populations and a wide variety of co-workers;
• Requires enhanced communications skills in order to help potential individuals not proficient in English;
• Advanced knowledge of current technology problems and issues.Applicants must upload a resume at the time of application as well as provide contact information for at least three professional references.  For questions, please email employment@una.edu or call 256.765.4291 and select option #2.  Selecting an option other than #2 will result in a delayed response.