Help Desk Manager

Title: Help Desk Manager Agency: Virginia Western Community College Location: Roanoke (City) - 770 FLSA: Exempt Hiring Range: $56,051 to $90,000 Full Time or Part Time: Full Time Additional Detail 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. Minimum 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. Preferred Qualifications: 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.

Created: 2024-10-29