Information Technology Specialist II

4 weeks ago

Roanoke, Virginia, United States Virginia Western Community College Full time
Job Summary

The Virginia Western Community College is seeking a highly skilled and experienced Help Desk Manager to join its Information and Educational Technologies (IET) Department. As a key member of the team, the successful candidate will be responsible for providing leadership and oversight of the Help Desk unit, supervising a team of Information Technology Specialists, and ensuring top-level customer service and technical support for users in a Microsoft Windows-based enterprise environment.

Key Responsibilities
  • Provide leadership and oversight of the Help Desk unit, ensuring effective and efficient delivery of technical support services.
  • Supervise a team of Information Technology Specialists, providing guidance, training, and support to ensure they have the necessary skills and knowledge to perform their duties.
  • Develop and implement policies and procedures to ensure compliance with industry best practices and Virginia Western Community College standards.
  • Collaborate with the Director of IET and other department managers to deliver services in alignment with industry, Virginia Community College System, and Virginia Information Technology Agency best practices, standards, and guidelines.
  • Manage the tier-one service support team, guiding Help Desk staff toward proper assessment and coordination, ensuring appropriate initial information gathering and scoping occurs.
  • Participate in Help Desk and IET projects as a team lead and member, contributing to the development and implementation of new technologies and processes.
Requirements
  • Experience using Microsoft Office business applications and providing user support on these applications.
  • Experience communicating information security-related concepts to a broad range of technical and non-technical staff.
  • Experience leading IT-related projects and processes, with a proven track record of success.
  • Experience developing and documenting IT processes and procedures within an IT environment.
  • Experience building effective working relationships, communicating and collaborating across functional areas to define and achieve common goals.
  • Experience assisting users with technology-related needs and questions, specifically in a Help Desk environment.
  • Experience supervising and evaluating staff, with a focus on developing and implementing effective performance management strategies.
Preferred Qualifications
  • IT certifications that demonstrate advanced expertise in network management, security, and project management.
  • Experience in the development and management of a Help Desk environment, with a focus on improving customer satisfaction and reducing support requests.
Working Conditions

The Help Desk Manager will work in a fast-paced, dynamic environment, collaborating with a team of IT professionals to deliver high-quality technical support services. The successful candidate will be required to work effectively in a team environment, communicate complex technical information to non-technical staff, and make decisions in a timely and efficient manner.

The Virginia Western Community College is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer service and technical support.

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