Help Desk Manager

ABOUT VOORHEES UNIVERSITY Voorhees University is a private, diverse, historically black, coeducational, liberal arts, baccalaureate degree-granting institution affiliated with the Episcopal Church. Located in rural Denmark, South Carolina, the University serves traditional and nontraditional students primarily from South Carolina and the southeastern region of the United States. The University offers each student a comprehensive general education experience coupled with professional education in the values-centered liberal arts environment that supports educational opportunities designed to help prepare students to function in a diverse and increasingly technological society. Accordingly, the University seeks to produce highly qualified graduates who coalesce intellect and faith in pursuit of life-long learning, healthy living, the betterment of society, and an abiding faith in God. PRESIDENTIAL CHARGE AND SCOPE OF APPOINTMENT In accordance with the University's mission, Dr. Ronnie Hopkins, 10th President of Voorhees University has issued the charge and call to action articulated through the University's mantra: Begin. Believe. Become. that will advance Voorhees University to The Next Level of Excellence. President Hopkins believes and expects that Voorhees University will be nationally recognized as a premier, comprehensive liberal arts institution focused on student success, excellence and integrity. Through this charge, greater emphasis will be placed on high performing learners, highly accomplished faculty and staff, an involved community, and a supportive and dedicated alumni base. Position: Help Desk Manager Department/Division: Information Technology/Strategic Planning, Assessment, & Technology Salary: $35,000 - $40,000 FLSA Classification: Salaried, Exempt Position Type/Duration: Full Time/Grant-funded Position Schedule: 8:00 am - 5:00 pm (evenings and weekends may be required) GENERAL SUMMARY OF POSITION The IT Help Desk Manager's primary objective is to resolve technology issues reported through the university ticket system rapidly. The position requires a hands-on technical leader who is responsible for delivering support experience for faculty, staff, students, alumni and other external stakeholders. The manager is expected to resolve complex technical issues within the context of the IT's and University's goals and objectives. The Help Desk manager must possess leadership, communication, and customer services skills that lead to their team exceeding performance expectations. ESSENTIAL FUNCTIONS * Manage Help Desk Operations to include: * monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary; * gathering and reporting operational metrics, accomplishments, and priorities; * analyzing the business requirements of all departments to determine their technology needs; * successful delivery of services and projects supporting the University both on time and within budget; and * resolving software and technical issues for University departments and stakeholders. * Oversee Asset Management and Inventory. * Help IT CTO, System Administrator, and Network Administrator on daily tasks and troubleshooting * Serve as alternate database administrator. * Administration and support of phone system and its related applications. * Define and implement processes and procedures for supporting all departments across the Institution. EDUCATION * Associate degree in Computer Science, Information Systems or related discipline or equivalent relevant experience in addition to the minimum experience Bachelor's degree in Computer Science, Information Systems or related discipline is preferred. PHYSICAL DEMANDS * Standard Office Environment. * Extended evenings and weekends may be required. PREFERRED QUALIFICATIONS * Minimum of one (1) year professional or technical experience in IT. * A strong background in all aspects of customer service. * Experience that demonstrates proficiency in leadership techniques and management of resources. * Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365. * Experience with computer security systems, password, and file protection protocols. * Experience with SQL server and basic systems administration RELATED KNOWLEDGE, SKILLS, & ABILITIES * Solid technical background with an ability to give instructions to a non-technical audience. * Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner. * Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities. APPLICATION INFORMATION Review of applications will begin immediately and continue until the position is filled. Please submit an employment application, cover letter detailing your interest and qualifications for the position, resume, and relevant transcript to apply.

Created: 2024-11-06