Help Desk Manager

Posting Details Posting Summary Working Title Help Desk Manager Role Title Info Technology Specialist II Role Code 39112-SW FLSA Exempt Pay Band 05 Position Number 28600081 Agency Virginia Western Community College Division Virginia Western Community College (Div) Work Location Roanoke (City) - 770 Hiring Range $56,051 to $90,000 Emergency/Essential Personnel No EEO Category B-Professional Full Time or Part Time Full Time Does this position have telework options? -Telework options are subject to change based on business needs- No Does this position have a bilingual or multilingual skill requirement or preference? Work Schedule Monday-Friday 8am-5pm Sensitive Position Yes Job Description Virginia Western Community College is a two-year public institution of higher education operating under the Virginia Community College System, a statewide system of community colleges. The College operates under the policies established by the State Board for Community Colleges and the Virginia Western Community College Local Advisory Board. Virginia Western is located on a 70-acre campus in southwest Roanoke, VA. The service region of the College includes Roanoke, Salem, Roanoke County, Craig County, Franklin County, and southern Botetourt County. The College was established in 1966 and has grown from an initial enrollment of 1,352 to its current annual enrollment of over 9,000 students in credit courses and more than 1,400 enrollments in fast-track workforce and continuing education courses. Virginia Western Community College (VWCC) is accepting applications for a Help Desk Manager position (Information Technology Specialist II) in the Information and Educational Technologies (IET) Department. The Help Desk Manager position provides leadership and oversight of the Help Desk unit and will supervise a team of 4 full-time Information Technology Specialists and possibly part-time student positions responsible for providing top-level customer service and technical support for users in a Microsoft Windows based enterprise environment, user security access, and procurement. These service offerings include Microsoft Office 365 Cloud Services, commercial and internal application software, desktop and mobile computing device use, printing, wired and wireless networking, telephony and email services to faculty, staff and student customers. The Help Desk Manager position reports to the Director of IET and works collaboratively and strategically with IET department managers to deliver services in alignment with industry, VWCC, Virginia Community College System, and Virginia Information Technology Agency best practices, standards and guidelines. The position will manage the tier-one service support team and guide Help Desk staff toward proper assessment and coordination, ensuring appropriate initial information gathering and scoping occurs; routinely monitor the progress of tier-one service requests, provide technical knowledge and training to grow the capabilities of Help Desk staff and approve escalation actions as needed. The position will communicate with leaders in other areas of IET to provide timely and relevant information; participate as a team resource; participate in Help Desk and IET projects as a team lead and member; and, participate in the department purchasing and budget process as needed. This position will manage the organization of the IET department's documentation and knowledge base for IET staff, as well as employees and students. The Help Desk manager coordinates Help Desk staff training and IT orientation for Virginia Western users in support of IET service offerings; develops communications and presentations to IET staff and users in support of IT operations; and, serves as a member of the college's security incident response and disaster preparedness and security team. This position works with college web team and internal stakeholders to manage IET web site content used for training and end user support. Special Assignments May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor. KSA's/Required Qualifications Demonstrated experience illustrating a robust technical background. Substantial experience assisting users with technology-related needs and questions. Experience using Microsoft Office business applications as well as providing user support on these applications. Experience providing support for mobile and desktop computing in an enterprise setting. Experience in computing and information security, including experience with Internet technologies, wireless technologies, and security issues. Experience communicating information security-related concepts to a broad range of technical and non-technical staff. Experience leading IT-related projects and processes. Experience developing and documenting IT processes and procedures within an IT environment. Experience building effective working relationships, as well as communicating and collaborating across functional areas to define and achieve common goals. Additional Considerations Experience assisting users with technology-related needs and questions, specifically in a Help Desk environment. Experience supervising and evaluating staff. Experience in the development and management of a Help Desk environment. IT certifications that demonstrate advanced expertise in network management, security and project management. Operation of a State Vehicle No Supervises Employees Yes Required Travel No Posting Detail Information Posting Number CLS_3375P Recruitment Type General Public - G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 10/22/2024 Job Close Date 11/04/2024 Open Until Filled Agency Website Contact Name Lindsey Weston Email Phone Number 540-857-7305 Special Instructions to Applicants Selected applicant will be subject to criminal history, driving, and credit background checks. Documents verifying your identity and authorization to work in the United States must be presented upon employment. Only complete, on-line applications will be accepted. Applicants MUST complete all applicable sections of the application in order for online application materials to receive full consideration during the recruitment process. Submission of online application must also include a resume and cover letter. Transcripts and/or an "other" document, such as a letter of reference or additional transcripts, are optional and may be included as part of the online application process. Incomplete on-line applications will not be accepted. Materials submitted via regular e mail attachment, postal mail, fax, or in person in lieu of the online application will not be considered. All documents must be received by 11:59 pm (EST) on the closing date. This position is being filled competitively. In order for individuals with disabilities to be given preference for this opportunity under the Alternate Hiring Program, applicants will need to provide their Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (OARS). For veteran preference, or veterans with disabilities, veterans are encouraged to answer veteran status questions on the application and may be required to submit form D0214 to certify a veteran status. In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: or call DARS at 800-552-5019, or DBVI at 800-622-2155 Additional Information Background Check Statement Disclaimer The selected candidate's offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth's Statement of Economic Interest. For more information, please follow this link: EEO Statement The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors. ADA Statement The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes. E-Verify Statement VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes. Quicklink for Posting Supplemental Questions Required fields are indicated with an asterisk (*). * * Describe any experience you may have had supervising and evaluating staff. (Open Ended Question) * * Please describe the types of documentation and procedures you have created within an IT environment. (Open Ended Question) * * Please list the types of computing platforms and peripherals in which you are proficient in providing user support. (Open Ended Question) * * Describe your experience leading IT-related projects and processes. (Open Ended Question) * * Describe a time when you developed a communication plan for a technology change that required user participation. Share elements or stages of the communication plan and copies of the internal or user communications if appropriate. (Examples: implementing MFA, upgrading to Windows 11.) (Open Ended Question) Applicant Documents Required Documents * Resume * Cover Letter/Letter of Application Optional Documents * Unofficial Transcripts * Other Document * AHP Letter

Created: 2024-10-25