Manager of Help Desk Services
Worker Category :Full-Time
Bridgewater College seeks a Manager of Help Desk Services to lead a team of support staff to manage all aspects of tier one support including but not limited to: Help Desk tickets, walk in and phone support on personal devices as well as campus managed desktop and laptop computers. This full time position provides a great opportunity to contribute and learn in a stable yet dynamic work environment.
RESPONSIBILITIES: Manage a team of support personnel who maintain college owned computer equipment as well as troubleshoot personal devices owned by faculty/staff and students. Ensures maximum issue resolutions in minimum time with the highest level of customer support. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Manages the upkeep, inventory and deployment of all college owned end user equipment (printers, desktop and laptops both Windows and Mac) Oversees information technology technicians including student technician workforce. Supports Help Desk operator in day-to-day handling of phone and ticketing traffic and as well as after-hours ticket monitoring for support as needed. Evaluates new products or services and suggests changes to existing products or services to better aide the department and our end users.
Bachelor’s degree with at least 7 years’ experience in a technology related field directly working with end users required. Prior supervisory experience preferred. Experience in higher education is highly preferred.
Proficient in MS Office suite, Windows 7 & 10 as well as Mac OSX to provide support to faculty/staff and students.
Experienced with managing several hundred end user devices throughout the device life cycle including but not limited to:
- Inventory management of new systems as well as the removal of old systems
- OS management including orchestrating the creation of new operating system image, deployment of operating systems and regular patching of operating systems
- Deployment of software from applications on a small number of systems to mass deploying applications to all managed systems
- Maintaining a secure end user computing environment