Information Technology HelpDesk Manager The Information Technology Group consists of service-oriented team members that provide a range of technology services and technical support to the Keene State College campus. The department is seeking a team focused, innovative, experienced individual to fill the role of IT HelpDesk Manager. The HelpDesk Manager oversees the day to day operations of the HelpDesk and is responsible for customer satisfaction by ensuring all calls are handled promptly, courteously, and accurately. Duties include: daily monitoring of the work inventory, HD response and troubleshooting, maintaining a well trained, effective work team with a strong customer service orientation and communicating HelpDesk performance and activity through metric reporting, and various other reports. Furthermore, this position requires extensive customer interaction and in many cases the manager must provide functional and technical support to customers, log trouble tickets and investigate and resolve customer issues in real time. The ideal candidate will demonstrate willingness to introduce necessary changes for enhancing operational effectiveness and efficiency; extensive knowledge and skills in technical information systems. For information about the Information Technology Group at KSC visit: www.keene.edu/it Qualifications Required: Bachelor's degree, three years of management experience in Customer Service or Help Desk Manager with at least two years experience). Experience in a multi-tier HelpDesk environment servicing large call volumes, supervisory skills in a HelpDesk or customer service environment, Experienced leader with ability to set priorities based on departmental and institutional directions/needs, proven customer service and excellent organizational skills. Preferred: Experience in a multi-tier HelpDesk environment servicing large call volumes, supervisory skills in a HelpDesk or customer service environment. Experience with an enterprise level call tracking system highly preferred. Technical/troubleshooting software and hardware experience in a desktop environment including within the last five years, hands-on experience with the Windows Family of operating systems. Ability to manage, analyze, utilize metrics produced by or through call tracking software, experience working in higher education, training end-users, network troubleshooting skills, supervising workstation and software upgrades. Familiarity with enterprise imaging software (Altiris, Norton Ghost), knowledge of project management methodology. Ability to write coherent, informative documentation for technicians and customers. MacOS experience would be an asset. Additionally, the Institution has identified desirable qualifications that support our commitment to creating and maintaining a diverse campus community including the ability to speak a second language or to bring a multicultural perspective to the Institution. Please send letter of application, resume, and names and contact information of three references to: IT HD Manager PAT#22 Search Committee, Office of Human Resource Management, Keene State College, 229 Main Street, Keene NH 03435-1604. Review of applications will begin immediately and continue until position is filled. |
