Information Technology - Help Desk manager/Tier 2 Tech

Position Type: Information Technology/IT SUPPORT TECH Date Posted: 9/6/2024 Location: District Wide Hours: 8 hours per day, Monday - Friday, 12 month position Compensation: Entry Wage 22.68 (additional consideration for yrs experience) Full Benefits package including Health, Dental and Voluntary options Reitrement including KPERS and 403B match Paid Holidays, Paid Time Off, Holidays and Seasonal Breaks Off Purpose: This position is the manager of the IT helpdesk and also serves as a member of the IT support team. This position provides professional service to staff and students. Responsible to: Technology Director Qualifications/Requirements: We are seeking a Help Desk Manager to help lead and develop our IT support team, ensuring high levels of customer satisfaction and efficient operation of our IT help desk. The Help Desk Manager will oversee the daily operations of the IT ticket system, dispatch tickets and monitor success and completion time of IT tickets. support team, manage staff development, and ensure the effective resolution of customer issues. The ideal candidate will have a strong background in IT, customer service and help desk operations. Proven experience in a support team management role, with a track record of effective people management and team development. Strong understanding of help desk and/or customer service operations and best practices. Excellent leadership, communication, and interpersonal skills. Strong problem-solving and decision-making abilities. Ability to analyze data, generate reports, and identify trends and areas for improvement. Strong organizational skills with the ability to manage multiple tasks and priorities effectively Essential Job Functions: Oversee the daily operations of the help desk, ensuring timely and effective resolution of student and staff IT issues. Monitor ticket queues, prioritize issues, and allocate resources effectively. Ensure high levels of customer satisfaction by managing the team's performance and addressing feedback. Generate and analyze support metrics and reports to identify trends, areas for improvement, and training needs. Utilize data to make informed decisions and drive continuous improvement initiatives. Oversee the design and development of self-help and educational resources including knowledgebase articles, reference materials, training materials, and eLearning content. Plus other work related tasks as needed Marginal Job Functions: None. Special Physical Requirements: Duties are performed in centralized computer repair shop and at schools. While performing the duties of this job, the employee is occasionally exposed to various lighting conditions, dust and pollen, regular automobile traffic conditions while driving to/from work sites. While performing the duties of this job, the employee is frequently required to sit; use hand to finger, handle, or feel; and talk and hear. The employee is occasionally required to drive; stand; walk; climb; balance; bend; stoop; kneel; twist/turn; push/pull up to fifty (50) pounds; lift/move up to twenty (20) pounds for at least 35 feet. Must be capable of dealing with noise and constant interruptions. Other: The employee shall remain free of any alcohol or non-prescribed controlled substance abuse in the workplace throughout his/her employment in the district. The employee shall serve as a role model for students in how to conduct themselves as citizens and as responsible, intelligent human beings. Terms of Employment: At will. Regular attendance is required of all employees subject to allowed leave in accordance with district policy. Selected candidate must pass background check. Selected candidate must provide health and inoculation certificate. Evaluation: Performance effectiveness evaluated in accordance with provisions of Kansas Statutes and USD 489 Board of Education policy. Evaluation will be the responsibility of the Director of Technology.