Job Description - Manager, Help Desk
Description View created on 07/27/2014

Manager, Help Desk

FLSA Status: Exempt
Pay Grade: 21
Job Title ID: 19201
Job Series/Job Family: Information Technology Series / Help Desk Family

Reports To

Director, Support Services

Job Purpose

To plan, develop, manage, and promote the ACC College-wide help desk services for faculty, students, and staff and serve as customer service liaison with other departments to consolidate help desk efforts.

Description of Duties and Tasks

Essential duties and responsibilities include the following. Other duties may be assigned.

  1. Manages ACC College-wide help desk and coordinates with other departments to consolidate help desk efforts and provide single-point of contact for customers.
  2. Recommends selection, training, supervision, coordination, and performance evaluation of help desk staff.
  3. Administrates the Help Desk Call Tracking System.
  4. Designs workflows for the telephone system to effectively manage and route calls; analyzes call trends to facilitate proactive solutions and appropriate courses of action; and takes corrective action as required to improve service.
  5. Researches and evaluates new problems pertaining to specific hardware, software, and connectivity issues; formulates problems, determines solutions, and documents new procedures.
  6. Creates and maintains operational procedures and documentation covering all help desk functions, duties and responsibilities; creates policies and standards for quality control and adherence to legal and College acceptable use policies.
  7. Develops work plans, goals, and objectives that are focused on providing efficient coverage, service, and problem resolution to all customers.
  8. Works with outside vendors to evaluate products and assures that existing vendor service level agreements are met.
  9. Maintains quality assurance through the use of change management procedures.

Knowledge

Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Required

Skills

Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Required

Computer Skills

Required

Physical Requirements

Work Experience

Required

Preferred

Education

Required

Preferred

Safety