The IS Manager of IT Support manages the Help Desk team in handling phone and in-person support to users in the areas of email, Windows desktop and internally developed applications, phone systems and other technologies; ensuring ticket resolution times are consistent with the Service Level Agreement (SLA) and meeting customer needs. The Manager works closely with customers to resolve communication problems (i.e. LAN, voice and video communications services/coverage); collaborates with vendors or remote Office to resolve customer issues; provides support for desktop initiatives including installation, setup, incident/problem resolution, and movement of network devices (i.e. rapid workstation deployment, software compliance, hardware and software standards, hardware and software upgrades, new operating system deployment, and desktop tools).
Directly supervises 6-8 employees; Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education & Experience: Bachelor’s degree in Computer Science, or related discipline, and five or more years of experience in help desk customer service, 5 or more years of functional experience with Microsoft Server technologies, and 2 or more years of supervisory experience, and project management experience or skills; or an equivalent mix of education and experience.
Software Proficiency: Expert proficiency in Windows Desktop OS, Microsoft Office, and Internet Browsers; Active Directory Administration; MS Exchange, SCCM, SharePoint, Server 2008/2012, VMWare; Firewalls (Checkpoint); network infrastructure; application deployment; patch management; backup; and imaging.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.