Manager - Help Desk

2 weeks ago

Passaic, United States Passaic Board of Education Full time
Exhibit 18

PASSAIC BOARD OF EDUCATION

Passaic, New Jersey

JOB DESCRIPTION

TITLE: Help Desk Manager

QUALIFICATIONS:

  1. A bachelor's degree in computer science, information systems, or related field preferred; or equivalent combination of post-secondary education and computer-based information technology work experience; high school diploma or equivalent required.
  2. Minimum of 2 years of Help Desk/Systems Support; or equivalent.
  3. A+, MCSA, or similar professional certifications preferred.
  4. Experience with TCP/IP, DHCP, DNS services; or equivalent.
  5. Experience in administering desktop management systems.
  6. Experience with Help Desk ticketing systems.
  7. ITIL Foundations Certification; or equivalent.
  8. Excellent management, communication, and customer service skills.
  9. Such alternatives to the above qualifications as the Board may find appropriate and acceptable.
  10. Required criminal history background check and proof of U.S. citizenship or legal resident alien status.


REPORTS TO: Director of Information Technology or designee

PERFORMANCE RESPONSIBILITIES:

  1. Establish and promote high standards and expectations for all staff for excellent performance and responsibility for behavior.


  1. Assist the Director of Information Technology and provide leadership, management, and supervision of the following responsibilities:


  • Oversee the technology support team made up of the Senior Technicians and Computer Technicians.

  • Keep abreast of all new developments in the area of technology and information systems and disseminate current information to all teachers and administrators.

  • Provide first and second level telephony, desktop and LAN support.

  • Provide guidance to the first and second level support teams and help troubleshoot and resolve all issues escalated to second level.

  • Implement and oversee a ticketing system to track client problems and issues. The Help Desk Manager will distribute the job tickets and set priorities for the appropriate support team member.

  • Maintain a detailed inventory of district technology.

  • Prepare status reports, records, lists and other paperwork appropriate for the improvement of the technology operation

  1. Lead, manage, supervise, develop, and evaluate personnel supervised and other staff members as the Superintendent may designate in accordance with law, code, and Board policy.


  1. Oversee the operations of the departments supervised.


  1. Assist in the development, maintenance, monitoring, and updating of the Board's policies, regulations, exhibits, and forms.


  1. Assist with any audits and investigations of the district of any of its schools, divisions, departments, offices, or facilities.


  1. Provide all necessary fiscal reports and any other requested reports to the Superintendent and Board of Education.


  1. Attend meetings of the Board of Education and its committees as required by the Superintendent or his designee.


  1. Assist the Superintendent in long range and strategic planning for the district.


  1. Assist the Superintendent with budget preparation.


  1. Assist in the determination of types of programs needed by the district and make appropriate recommendations.


  1. Work with local, state, and federal agencies that provide services to the district.


  1. Prepare district, state, and federal reports as required.


  1. Keep the staff informed and seek ideas for the improvement of the district. Conduct meetings as necessary for the proper functioning of the district.


  1. Maintain effective communications with agencies and resources outside of the district, representing the district at community, state, and professional meetings.


  1. Continue to grow professionally through collaboration with colleagues and professional growth experiences. Summarize, interpret, and disseminate current developments in the field of information technology through reading of professional journals, participation in professional development, and involvement in professional organizations.


  1. Protect confidentiality of records and information gained as part of exercising professional duties and use discretion in sharing such information within legal confines.


  1. Observe strictly and exceed, to avoid the appearance of conflict, all requirements of the School Ethics Act and board policy on vendor relations regarding conflicts of interest in employment, purchasing, and other decisions, including solicitation and acceptance of gifts and favors. Submit in a timely fashion the required annual disclosure statement regarding employment and financial interests.


  1. Adhere to New Jersey school law, State Board of Education rules and regulations, Board of Education policies and regulations, and contractual obligations.


  1. Perform all other duties as required by law, code, or Board policy.


  1. Perform such other tasks and assume such other responsibilities as the Superintendent or his designee may assign from time to time and not otherwise prohibited by law or regulation.


TERMS OF EMPLOYMENT:

  1. Twelve (12) months.
  2. Contract terms, salary, and benefits as established by the collective bargaining agreement.
  3. Conditions established by laws and codes of New Jersey; and policies, rules, and regulations established by the Passaic Board of Education.
  4. Non-tenurable.


EVALUATION: Evaluated by the Director of Information Technology or designee.

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