IT Support Desk Manager

Job Description

Job Description

Duties and Responsibilities (Essential Functions) :

• Acts as single point of procurement for all IT purchases across the organization
• Provide resolution to more complex, escalated issues, working with System Administrators where needed.
• Manage and mentor Support Technicians, track schedule and rotations.
• Manage the ticketing system and related workflows.
• Interface with OSF departments to understand business needs and prioritize work of the function.
• Ensure Endpoint Security and Mobile Device management.
• Administer and maintain print servers.
• Deploy VOIP phones/service to users where necessary
• Manage and maintain Support Desk documentation, procedures and knowledge base
• Schedule and maintain updates to workstations, in coordination with System Administrators and RMM functions.
• Ensure inventory system is current, managing a replenishment plan as budgets permit.
• Participate in 24x7 on-call support rotation schedule and monitoring.

Other Duties and Responsibilities :

Assigned by the IT Director

Supervision Received: Supervised by the IT Director

Supervision Exercised: Supervises the IT Support Desk team

Minimum Qualifications & Skills:

Education:

• Bachelor’s Degree or equivalent experience

Work Experience:

• 5 year’s work experience in a similar role

Preferred Qualifications & Skills:

• People Management – including training, mentorship, development
• Experience with Windows Server and desktop platforms
• Strong understanding of Print Servers
• Time Management and Customer Service Skills
• Working knowledge of Active Directory
• Automation tools, such as Remote Management and Monitoring platforms

Physical Ability:

• Must be able to do repetitive hand and wrist work using the computer.
• Must be able to function competently within situations of high stress and demand.
• Must be able to lift 50lbs.

Hours Requirements:

• Position will participate in on call/available for call back rotation.

Other Skills, Ability and/or Knowledge:

• Communication skills across business lines and with non-technical users
• Basic Networking Knowledge
• Prioritization of work, based on importance to the Festival

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This job description is not a contract of employment. Employment with the company is voluntary and is subject to termination by you or OSF at will, with or without cause, and with or without notice, at any time. Nothing in this job description shall be interpreted to conflict with or to eliminate or modify the employment-at-will status of OSF employees.

** To comply with regulations by the American with Disabilities Act (ADA), the principal duties in job descriptions must be essential to the job. To identify essential functions, focus on the purpose and the result of the duties rather than the manner in which they are performed. The following definition applies: a job function is essential if removal of that function would fundamentally change the job.