Technology Help Desk Support Manager
The Manager of the DTS Technology Helpdesk is responsible for the day-to-day management of the team responsible for addressing all IT hardware and software requests from students and staff on the Dallas campus, and online students, and at all extension sites. The position will oversee the IT Helpdesk staff, Desktop Computing support staff, and Library Media Support staff. This leader will oversee the assignment of work orders, maintain knowledge of software and computer programs, packages, and equipment, researching for most recent program upgrades, providing technical direct and delegated support via help desk. They will also be responsible for training new and current employees with DTS approved software, testing new software releases, training new IT helpdesk staff, and completing documentation procedures. The scope of work includes all voice and electronic support needs from DTS faculty, staff, and students on the Dallas and Houston facilities, including staff/faculty offices, Library Technical support, conference room technology, and classroom technology support and extended support to all campuses and remote faculty/staff and online students.
The Technology Helpdesk Manager should possess and maintain knowledge of relevant technical standards for desktop computing in a corporate environment and also have the ability to inspire and motivate the Helpdesk team. The main priority of the position is to lead the Helpdesk team as individuals and collectively, as a group, to meet goals and expectations for quality customer service and support.
The Helpdesk Manager will complete both direct customer related technical support and accomplish supervisory duties. Common technical support duties include answering telephones, communicating with faculty, staff, and students, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients’ machines, performing life cycle maintenance of computer technology related to staff and faculty and miscellaneous areas of campus.
Supervisory duties will include: determining personnel requirements, setting schedules and assuring that those under their direction have adequate resources to complete their jobs.
The Helpdesk Manager will work with a multitiered approach to handle support requests and work with available human and material resources.
- Proven technical work experience
- Hands on experience with direct technology support and remote administration software packages
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
- Must have experience managing a team or teams of people
- Ability to coach and develop the team, as well as the ability to listen and moderate
- Thorough understanding of the strategic vision for the service desk, ability to set the long-term direction of the team, and the ability to balance and plan for short term actions
- Knowledge and understanding of all relevant industry standards
- Knowledge and understanding of best practices for service management
- An understanding and consideration of IT within the higher educational environment
- An ability to think critically about systems and to make adjustments consistently as needed
- The ability to manage time effectively while setting the tone of the team through modeling and leadership
Education and Experience
- BS degree in Computer Science, Information Technology or equivalent industry experience
- 5 years in the IT industry as a desktop support technician
- Experience installing, configuring, administrating, using, supporting: Operating System: OSX, Windows 10 Pro OS, Applications: Office 365 (Word, Excel, PPT, Outlook), MS Teams, OneDrive, SharePoint, Canvas, Docuware, Software Firewalls, SSO: Azure MFA, OneLogin, Remote Management: ARD, RDP, VNC, Goverlan, Bomgar, Remote Access; VPN, Antivirus/Antimalware: ESET, Specific Network protocols and resources: TCP/IP, DHCP, DNS, SMTP, NTP. Wi-Fi: Ruckus, Aruba. Experience working with HD-Base-T classroom network technology, HDMI, USB-C, HDMI UHD, and acute understanding of aspect ratio in regard to presentation technology, HDCP 2.x.
- Experience with Video Conference Solutions, specifically, Lifesize, MS Teams, Cisco WebEx, and Zoom and other relevant video conferencing and streaming solutions
- Industry certifications helpful, but proven work experience preferred
- Prolonged periods of sitting at a desk and working on a computer and answering phones
- Must be able to lift up to 50 pounds at times
- Must be able to use various carts to move computer equipment between DTS buildings
- Must be able to walk across a medium/large campus, composed of multi-floor buildings
- Majority of work is inside, but there will be plenty of exposure to the elements while transiting campus
- Some travel to other campuses (light) (currently other campuses in Houston and Virginia) will be required
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
- Conducting and sharing results from service and operation performance reviews
- Ensure that the goals / productivity levels are met on time, if not make arrangements such as recruiting more people for that particular task and complete the goals on time
- Answering telephones/communicating with faculty, staff, and students
- Diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients’ machines
- Performing life cycle maintenance of computer technology related to staff
- Effectively managing, developing, and training the service desk team
- Manage daily operations of the Mosher Service Desk
- Oversee the entire service team including tier 1 and tier 2 support
- Represent the team within the broader IT setting and to the campus in general
- Help to ensure that the service desk is meeting goals, and constantly developing and improving
One of the most important roles of the help desk manager is to help support seminary-wide objectives and more granular IT objectives. Doing so ensures that the service desk is appropriately involved in any new initiatives and that it is actively helping to improve IT and seminary-wide services. To effectively do this, the help desk manager needs to regularly inform and advise senior management about service desk issues and concerns associated with those issues. Similarly, the help desk manager needs to offer tangible and, whenever possible, data-driven suggestions on ways that IT services can improve.
In addition to supporting business-wide goals, regular and effective communication between the help desk manager and senior management is important to ensure that the service desk is aware of and represented on all initiatives or changes that impact service. Doing so allows the team to be involved in cross-functional projections and organizational initiatives. It also provides a communication channel for the help desk manager to share any identified initiatives that can help contribute to the business’s success. Further, this is a crucial way to make sure that the service desk is properly viewed as an integral part of the IT team as well as an essential business asset.
Communication with Staff and Customers
In addition to communicating with senior management, the help desk manager should review and analyze communications between staff and customers. To meet this objective, the Technology Helpdesk Manager should have systems for gathering information, analyzing the information, and sharing the results. This analysis should be conducted on communications to and from IT staff as well as on communications to and from customers.