Job Description Help Desk Manager

1. Responsible for assuring users are provided efficient and timely first and second
level support on a 7x24 basis
2. Performs staff scheduling to ensure Help Desk coverage during normal business
hours and on-call support as required
3. Manages the Help Desk staff including consultation on performance evaluations,
promotions, hiring and disciplinary responsibilities
4. Provides staff support for administrative tasks and projects relative to the
Desktop, Wide Area Network, Local Area Network and Telephony functions
5. Monitors problem management database and follows up with assigned personnel
to ensure timely resolution of problems
6. Maintains a central source of information enabling Help Desk staff and support
technicians to recover outages with minimal disruption to expected service levels
7. Invokes problem escalation procedures to coordinate recovery
8. Isolates problem trends and ensures that troubleshooting efforts are completed
for recurring problems until permanent solutions are found
9. 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
10. Ensures that decisions made to improve the overall customer support of the Help
Desk are continually carried through

11. Coordinates training requirements of Help Desk personnel
12. Contributes to departmental productivity and development objectives by
participating in training programs
13. Provides leadership by projecting a positive attitude, and providing learning
incentives
14. Accurately communicates pertinent information. Assists in the development and
implementation of quality improvement programs for assigned department(s)
15. Solves problems and makes decisions on a daily basis relative to Help Desk
responsibilities. Ensures that effective Help Desk representation takes place for
the coordination of work processes and projects with other departments and
divisions
16. Interfaces with users of Information Technology, employing a high degree of tact
and diplomacy to promote a positive image of the department. Resolves problem
situations in a professional manner. Accurately communicates pertinent
information to create a work environment that lends itself to the best interests of
departmental personnel and customer service
17. Performs duties in a cost-effective manner to avoid waste of resources without
jeopardizing quality of care and service
18. Maintains competency and enhances professional growth and development
through continuing education and conferences
19. Serves as the around-the-clock contact for all related support issues, providing
advanced first level IT support
20.Meets with IT technicians, attends seminars and reads industry related
publications to remain abreast of technology advances and aid in the MCS
technology planning effort
21. Accountable for meeting systems infrastructure or operational Service Level
Agreements established by CTO
22. Management skills are required to successfully perform the planning, directing,
reporting and administrative responsibilities of this position
23. Demonstrated management and decision making skills concerning Information
Systems policies, processes and procedures, with a proved track record of
completing tasks and/or project within budget and on schedule
24. Ability to manage multiple high priority initiatives in a fast paced highly
technical environment
25. Remains on-call during off-peak hours to respond to support service issues
26. Performs other duties and responsibilities as assigned by the Chief Technology
Officer