IT Help Desk Supervisor

3 days ago


Newark, New Jersey, United States Newark Board of Education Full time
Job Title: Supervisor Information Technology Help Desk

This is a supervisory position responsible for overseeing the IT help desk support operation, providing guidance to technical personnel, and resolving complex technical issues.

Key Responsibilities:
  • Supervise and manage the IT help desk support team
  • Provide technical guidance and support to team members
  • Resolve complex technical issues and consult with network operations and systems programming staff as needed
  • Oversee the installation and maintenance of desktop hardware, software, and peripheral devices
  • Coordinate and execute the process of maintaining daily logs and equipment/system malfunction reports
  • Provide technical support and assistance to other areas within the organization
  • Answer inquiries from system users and explain system functions
  • Identify and resolve network problems
  • Provide technical assistance to other units in the testing and debugging of application systems and programs
  • Maintain a help desk knowledge base with current and appropriate solutions
  • Evaluate the efficiency and effectiveness of the help desk services provided to end users
  • Assist in the technical evaluations, performance analyses, and implementation of applications, systems, and data communication software
  • Maintain an awareness of state-of-the-art developments in hardware and vendor-supplied software
  • Supervise the work operations and/or functional programs and have responsibility for employee evaluations and recommendations
  • Responsible for the ongoing development of employees assigned through the identification of training needs, development of training plans, evaluations of effectiveness of training, and through the development and implementation of on-the-job employee development strategies
  • Implement training priorities to ensure unit employees maintain current technical/customer service skill sets
  • Prepare clear, accurate, and concise technical reports
  • Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units
  • Perform other duties and tasks assigned by supervisor
Requirements:
  • Graduation from an accredited college or university with a Bachelor's Degree
  • Four (4) years of experience in an Information Technology operational unit of a public or private information processing facility, including at least three (3) years of experience with an information technology help desk or operational support unit supporting a multi-platform Client/Server LAN or WAN environment and/or Mainframe operation, one (1) year of which shall have been in a lead capacity
  • Ability to acquire a thorough knowledge of Information Technology operations, policies, and objectives
  • Ability to supervise, motivate, and evaluate the performance of a staff of subordinates assigned to the unit
  • Ability to use various Information Technology analytical and productivity aids
  • Ability to analyze operating system reports and memory dumps
  • Ability to prepare clear, accurate, and concise technical reports
  • Ability to work effectively with various levels of agency personnel
  • Ability to coordinate staff training required
  • Ability to maintain essential records and files
  • Ability to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units
  • Ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position
Salary and Benefits:

The salary for this position is $70,970 - $90,019 per year. The employment period is twelve (12) months. The union affiliation is Local 32.

How to Apply:

Newark Board of Education only accepts electronic applications.


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