Help Desk Lead

Gibsonia, Pennsylvania | Contract

Post Date: 10/18/2017 Job ID: 15308 Industry: HELP DESK
The Help Desk Lead is responsible for the Strategic designing, organizing, modifying, installing, and supporting of institution's computer systems.

Essential Job Functions
  • Assuring users are provided efficient and timely first and second level support on a 7x24 basis
  • Responsibilities include interviewing, selection and orientation of staff, planning, assigning, and directing work; evaluating performance; addressing complaints and resolving problems.
  • Oversee and assess work performed by staff and other third parties for compliance with contracts, scope and quality of work and final work product.
  • Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
  • Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
  • Invokes problem escalation procedures to coordinate recovery
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
  • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
  • Coordinates training requirements of Help Desk personnel
  • Contributes to departmental productivity and development objectives by participating in training programs
  • Provides leadership by projecting a positive attitude, and providing learning incentives
  • Assists in the development and implementation of quality improvement programs for assigned department(s)
REQUIREMENTS
  • Bachelor's Degree in Information Technology/ Management or related field plus 6 years of experience working in IT support, customer service and personal management and OR any equivalent combination of education and experience.
  • Excellent organizational, time management, communication and customer support skills
  • Strong understanding of Active Directory and Group Policies in managing desktop environment
  • Able to work and think independently within a framework of best practices and common goals is essential
  • Reliable and detail-oriented
  • Curiosity, passion, and resourcefulness in researching and developing best practice technology solutions for a large scale, multi-site Windows desktop environment supporting both student and staff workstations.
  • Ability to solve problems and deal with a variety of variables in often stressful situations

Help Desk Lead / Technical Support Lead - 15308

Rayna Bowers

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