Help Desk Manager

2 weeks ago

Washington, United States Howard University Full time


The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University.

Hiring staff "for fit" makes significant contributions to Howard University's overall mission.

The Help Desk Manager plays a vital role in Howard University's Enterprise Technology Services department, overseeing and managing our Tier 1 Help Desk and staff.

Triaging and routing service tickets to technicians, and escalating service tickets to appropriate Tier 2 teams.

This position is responsible for ensuring our KPI's and SLA's are met and ensures the Help Desk is operating effectively and are appropriately staffed.

The Help Desk Manager provides supervision, leadership, and training within the team.

SUPERVISORY AUTHORITY:


The Help Desk Manager will have supervisory responsibility over a team of Tier 1 Technical Support Analysts that support the Howard University community.

NATURE AND SCOPE:

Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.

PRINCIPAL ACCOUNTABILITIES:

  • Manage and supervise the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations.
  • Develop, review and meet service level agreements to continually increase customer satisfaction.
  • Maintain liaison with all ETS division operations and services to keep abreast of policy and procedural changes; develop and review procedures for Help Desk operating/procedure manuals.
  • Observe and measure organizational performance against customer requirements and recommend modifications to existing systems or development of new systems.
  • Coordinate the development and review of service level agreements with other areas of ETS to continually increase customer satisfaction.
  • Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.
  • Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules. Perform other related duties incidental to the work described herein.
  • The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
  • Performs other duties as assigned.
CORE COMPETENCIES:

  • Ability to work onsite in Washington, DC
  • Extensive knowledge of ServiceNow and ITSM best practices.
  • Excellent Customer Service Skills
  • Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
  • Ability to communicate effectively orally and in writing with a diverse population. Mustbe detailed oriented and organized.
  • Ability to exercise discretion and ensure a high-level of confidentiality.
  • Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public.
  • Ability to troubleshoot and support Windows 10 and 11, macOS, Android, and iOS devices.
  • Provide coaching and mentoring to staff.
  • Ability to collaborate with project personnel and partner/customer groups.
MINIMUM REQUIREMENTS:

Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or related certifications. Previous experience in a supervisory role.
Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.

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