Assistant Director of Desktop Support Services
The Judge Group Inc.

Job Info

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Location: Boston, MA
Description:
Job Objective:

The Assistant Director of Desktop Support Services is a highly visible, senior leadership position in Information Technology. Temporarily reporting to the Senior Associate Vice President of IT, this role oversees the daily operations of the Help Desk , supervising a team of 4 to 5 full-time employees and 10-15 Help Desk student staff, while also leading strategic initiatives and projects for the User Services team.

We're looking for a collaborator who is skilled at developing effective working relationships with all members of our diverse community including students, instructional and administrative staff, and high profile/VIP clients. As a leader, expectations for this role include modeling a high level of customer service, communicating with a diverse audience through a variety of channels, and aligning decision making with strategic initiatives. We're looking for a technologist who is excited about providing mentorship to staff and students and being part of our energetic and lively team.

Essential to this role is the ability to provide timely and professional technology support by prioritizing and assigning appropriate resources to incoming requests and projects on a daily basis. Working closely with the procurement team, a key initiative for this role is to establish and enforce standard computer hardware and software policies and clearly communicate these standards across campus. Additionally, the Assistant Director will liaise with other IT units to keep the front line support teams prepared and trained, and act as project manager for campus technology initiatives including inventory and life-cycle of employee workstations.

Primary Duties, Responsibilities, and Tasks:

1.Directly supervise the Desktop Support team including full time employees; approving weekly timesheets, annual performance evaluations, promoting professional development opportunities, recruiting and onboarding new staff as needed.

2.Provide oversight for the daily operations at the Help Desk, ensure the front desk is appropriately staffed and welcoming to all community members. Participate in the hiring of student employees by joining in on interviews, consult on hours needed to cover operational duties, ensure schedules are complete and shifts covered appropriately, and participate in training efforts. Hiring occurs upon mutual agreement with the Operations Coordinator.

3.Monitor requests coming in to the Help Desk via phone, walk-in, email, and online form via the support ticketing platform . Establish the priority of requests, and assign tickets to the team. Provide direct support for VIP clients by ensuring requests are prioritized and seen to quickly, and remain in the loop on their request from start to finish.

4.Develop process for pulling metrics from Zendesk and develop reports to identify trends in ticket volume and resolution rate. Gather metrics, surveys, and interviews from our clients and stakeholders. Work with the Director of User Services to share trends with the internal team, and develop strategies for continuous improvement of service. Act as the IT department 'expert' regarding Zendesk functionality and workflow.

5.Provide high level technology consultation to campus administrators seeking to configure and procure non-standard configurations. Identify solutions, procure technology quotes from external vendors, and oversee receiving process from inventory and configuration to deployment.

6.Work closely with the Desktop Systems Administrator to establish and enforce standard computer hardware and software policies (including the Hardware Replacement Policy, the Desktop Support Policy, and the IT Computer Purchasing Policy). Align policies with guidance from the Director of Information Security, and employ fiscally responsible decision making to ensure hardware selections are current on an annual basis. Along with the procurement team, maintain availability of standard hardware on our online marketplace and on our external web pages.

7.Act as project lead for campus-wide staff and faculty employee computer life-cycle refresh. Develop and maintain an accurate inventory of employee desktop hardware and printers across campus.

8.Identify initiatives that impact the Help Desk and coordinate internal training for Help Desk staff when supporting initiatives that are led by our team and other IT units (such as Infrastructure and Enterprise Systems).

9.Ensure both internal and external Help Desk support documentation is up-to-date on our guides pages, and participate in the IT Communications team to identify when issues need to be escalated and communicated. Contribute ideas for web and social media content and help manage communications to campus during outages and emergencies by drafting and copyediting communications, and getting approvals from IT Leadership to send or post notices in a timely way.

10.With the Director, maintain the annual renewal of campus-wide software licenses and contracts, including scheduling and attending vendor meetings, obtaining quotes, and working with the Desktop Systems Administrator and Infrastructure team to distribute licenses in a secure and timely way.

11.Proactively research and evaluate resources and advances in technology; investigate ways to improve current systems and services, and work closely with other IT teams (Infrastructure, Security, and Enterprise Systems) to find solutions for addressing user needs.

12.Manage a small supplies budget for peripherals, repairs, and office supplies. Available outside of normal working hours as needed. Perform other relevant duties as assigned.

Required Skills, Knowledge, and Education:

•5-7 years of IT management experience within desktop support and customer service. Requires at least 1 year of directly managing full-time employees with proven leadership ability, preferably in a user support services setting.

•Experience using service desk software for organizing support requests (like Zendesk, ServiceNow, Jira, etc.).

•Knowledge of desktop computer operations including connectivity, installation, maintenance, configuration of hardware, and industry standard operating systems and software applications (both Mac and PC).

•Proven experience providing a high level of customer service to VIP clients in an active service oriented field.

•Initiative and ability to manage a high volume of work essential. Must exhibit tact and mature judgment in handling confidential information.

•Ability to communicate both verbally and in writing, and to work effectively with individuals and teams, including non-technical personnel.

•Ability to prioritize tasks and manage competing demands.

•Ability to communicate clearly and interact positively with people.

•Ability to bend, squat, climb stairs, and lift frequently.

Preferred/Desirable Knowledge, Skills, and Education:

•Bachelor's degree preferred.

•Dell/Apple Certifications preferred.

•4-5 years of higher education management experience within desktop support and customer service. Requires at least 1 year of directly managing full-time employees with proven leadership ability, preferably in a user support services setting.

•Working knowledge of networking configuration and technologies, and basic client/server configurations.

•Experience managing and configuring service desk software for organizing support requests (Zendesk, preferred).

•Experience working with endpoint desktop and mobile device management systems for imaging, patching and software deployment (for example: SCCM, JAMF, Kace).

•Experience creating content for web and social media (Twitter, Instagram, Wordpress, Drupal), drafting and publishing communications to a user community.

•Experience managing and mentoring student employees.

•Experience with creative production software such as Final Cut Pro and Adobe Creative Cloud and understanding media files and workflow.

Contact: bcarriere@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

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