The Manager, Help Desk provides support for multiple hardware and
software operating system platforms, and supervises help desk and desktop
support staff. The incumbent acts as liaison to other IT and departments to
ensure that the Help Desk is aware of changes and responsive to the needs of
their supported population. Moreover, this employee coordinates and leads the
performance of technical specialists and support staff, and modifies or devises
new methods, techniques, and procedures.
the performance of Level 1 and Level 2 services and ensures that service levels
are achieved, and user expectations are met or exceeded.
priorities that align with the departmental goals and objectives and identifies
areas of improvement.
and analyzes trends in computer operations and prepares recommendations for
with sponsors and stakeholders to define the project business case including
project scope, goals and deliverables that support business goals.
project communication throughout the life cycle of the project. Communicates
and manages Project Risks. Conducts periodic project reviews with key
stakeholders, sponsors and team members to provide progress.
areas for improvement in internal processes along with possible solutions.
company assets and software licensing are maintained and used responsibly.
for working according to the company’s safety and quality standards.
a safe and clean work area.
10. Performs other related duties as required and
Cognition: Processes thoughts and experiences effectively from
decision making to innovative thinking, analysis, judgments and problem
solving. This includes examining information to draw conclusions, developing
creative ideas and perspectives, making informed decisions considering all of
the facts, goals, constraints and risks associated and resolving difficult
Communication: Communicates clearly with others avoiding ambiguity in
all aspects of communication from speaking to writing, listening, and reading.
This includes expressing ideas and facts orally and in writing, understanding
and learning from what others say and grasping the meaning of written
with Others: Communicating and
reacting with co-workers appropriately to maintain a professional environment.
This includes encouraging others and furthering Company objectives, building
constructive working relationships consisting of acceptance and respect,
promoting cooperation and commitment within a team to achieve goals and
embracing a work environment that appreciates diversity.
Personal Effectiveness: Incorporating all personal resources to achieve
work objectives the most efficiently from accountability to adaptability,
customer and safety focus and continual learning This includes taking responsibility for actions,
quality and timeliness of work, adjusting to changing business needs,
conditions and work responsibilities, maintaining customer satisfaction with
the products offered by the company, adhering to all workplace standards, regulations and practices and showing an ongoing
commitment to self-improve.
- Excellent communication, planning and
- Bachelor's degree in computer science or equivalent
- Asset management experience
- Skilled in the interoperability and connectivity of multiple platforms
- Strong computer operations and help desk management skills
- Good organizational, time management, and prioritization abilities
and Working Condition
sitting for a prolonged period of time.
- Requires dexterity and coordination to handle
files and paper
occasional lifting of files, stacks of paper, reference and other
materials up to 25 lbs
- Requires minimum reaching for items above and
below desk level
- Moving from
place to place within the building to accomplish tasks.
strength, coordination and vision to use keyboard and video display
terminal for prolonged periods.
- Requires on call status for non-work hours IT