IT Manager, End User Support

IT Manager, End User Support

The IT Manager, End User Support position is a management position in the Information Technology series responsible for the planning, management, and oversight of the agency's end-user support functions, including helpdesk, desk side support, equipment and inventory management, and user provisioning. The IT Manager, End User Support position is under the strategic direction of the Chief Information Officer, and works in conjunction with the IT leadership team to design, implement and monitor a comprehensive end-user support program to ensure coverage and support for all users. The position requires a unique level of knowledge and expertise to develop policies and standards; analyze problems; and create solutions to complex issues related to systems, operations and performance. Manages and supervises the work of professional IT staff on projects, problem resolution and daily assignments.

Primary Duties and Responsibilities:

• Has overall responsibility for end-user support throughout the agency, including helpdesk and in person. Works in close collaboration with the Chief Information Officer to develop and implement a comprehensive end-user support program to ensure thorough coverage and support for all users while also leveraging priorities and resources.
• Supervises a team of IT technical and end-user support staff to include: prioritizing and assigning work; conducting performance evaluations; ensuring employees are trained; ensuring compliance with policies and procedures; and, making hiring, termination, and disciplinary approvals.
• Maintains a comprehensive documentation repository for all regional IT processes and procedures, including end-user self-service. Oversees the creation and maintenance of standard operating procedure (SOP) documentation relative to the scope of work for which the support team is responsible.
• Ensures adequate coverage for the IT helpdesk support line and e-mail during working hours. Coordinates with off-hours helpdesk provider to ensure timely response and escalation when appropriate.
• Monitors ticket status to ensure resolution and closure of all reported issues; ensures database is current and updated regularly and that ongoing communication with the end-users on matters reported to the IT Helpdesk is done timely and appropriately.
• Serve as primary contact and point of escalation for regional office management on IT issues. Escalates unresolved problems to IT staff experienced in handling more specialized or complex problems, as appropriate.
• Manages the purchasing of standard IT equipment for offices to meet user needs and to maintain the appropriate back stock of peripheral equipment and supplies. Authorizes repairs for laptops and tablets, and informs CIO of potential costs and timelines for services. Evaluates and recommends equipment and software purchases to keep up with new technology and improve helpdesk operations.
• Creates and maintains user accounts and assigns defined security access levels for regional and state office employees in accordance with IT operational policies and procedures.
• Maintains and updates inventory database of all regional and state office computers, printers, and peripheral equipment. Conducts routine audits with office managers and regional IT staff to verify the accuracy of regional office inventory.
• Participates in the division planning, design and implementation of projects for the agency's IT infrastructure.
• Leads ongoing meetings as it relates to outstanding helpdesk and end-user issues and training on trending topics.
• Assists in the installation of desktop and workstation software, hardware and peripheral equipment, as needed.
• Travels to other offices and work locations as required.
• Demonstrates a commitment to diversity, equity, and inclusion. In collaboration with leadership teams and human resources, ensures compliance with employment laws and practices to promote diversity, equity and inclusion in the areas of recruitment, hiring and promotional opportunities; employee recognition; training and development; and, encouraging full utilization of employees' skills and talents.
• Performs other duties as assigned.

Minimum Educational & Professional Qualifications:

• Bachelor's degree in information technology, computer science or directly related field.
• Six years of progressive professional experience in helpdesk, technical support environment working with a variety of operating systems, applications, network systems, remote access tools, software, hardware, peripheral equipment and devices; and, escalation management in a highly customer oriented environment.
• Experience in managing and supervising IT staff in a technical support, helpdesk and end-user environment.

Equivalent education, training, or experience that demonstrates the knowledge, skills, and competencies required to perform at this level may substitute for the stated minimum qualifications.

Employees must be able to perform the essential functions of the job, with or without reasonable accommodation. Unless otherwise stated, all job duties are considered essential functions.

Knowledge:

• Broad knowledge of computer operating systems, hardware platforms, networks, and software applications;
• General knowledge of user account security systems, remote access tools and documentation software;
• Extensive knowledge of standard software applications such as, Microsoft Office, web-based applications, internet browsers, e-mail and Adobe Acrobat.

Skills:

• Ability to interpret and apply IT operational policies and procedures;
• Assessing problems and researching solutions related to hardware platforms, networks, LAN/WAN connectivity, software and web-based applications, internet browsers and operating systems;
• Accuracy in documenting and reporting information;
• Customer service skills to assist users with computer software or hardware issues in a prompt, courteous and professional manner;
• Effective listening skills to understand and document technical problems;
• Communicating technical information to a non-technical audience;
• Reading and interpreting technical manuals;
• Working independently;
• Time management to manage one's own time and the time of others;
• Developing and maintaining cooperative working relationships with staff, co-workers, peers and vendors;
• Effective communication, verbal and written, sufficient to exchange or convey information; includes giving/receiving work direction.
• Demonstrates a commitment to diversity, equity, and inclusion.

Physical Requirements:

Employees must be able to meet the physical demands of the job, with or without reasonable accommodation.

Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of sedentary work. Light work usually requires walking or standing to a significant degree.

• Occasionally required to stoop and kneel;
• Ability to sit for extended periods of time;
• Talking and hearing;
• Reaching with hands and arms, using hands and fingers.