POSITION DESCRIPTION
TITLE:
EXTENDED TITLE:
FLSA STATUS:
Manager
Manager Support Center
Exempt
CATEGORY:
GRADE:
Technology Support
H
JOB SUMMARY: Manages a team of support personnel who troubleshoot IT issues; ensures maximum
issues resolution in minimum time. Manage and coordinate the day-to-day activities associated with
troubleshooting calls related to computer hardware, software and internet/intranet problems. Conduct
training and audit program components to ensure utilization of staff is effectively managed in relation to
call volume. Ensure optimal resolution of problem calls.
ESSENTIAL FUNCTIONS:
YEARLY
PERCENT OF
TIME
20%
1.
Solve or assist Service desk attendant in solving, non-routine or complex
software, hardware, and procedure problems. Establish, document, and
maintain procedures for any calls that require escalation of work requests to a
higher level technician.
2.
Responsible for support and assistance of clients in every facet of the
information system process.
20%
3.
Responsible for troubleshooting software installations and configuration,
application security, file management, performance monitoring, application
software installations on the desktop level. Track and control the distribution
of software licenses district wide to include renewals.
15%
4.
Analyze Service desk activity and make recommendations for a more
streamlined, effective and efficient way of conducting business. Assure
optimal usage of staff per call volume.
15%
5.
Create long-term strategies for growth and maintenance of Service desk
department, and make budgetary recommendations during budget time.
10%
6.
Confer with senior staff, computer users and management to determine
requirements for new or modified software and hardware. Coordinate
problem resolutions with the District’s IT personnel, as well as external
vendors.
10%
7.
Provide personnel management direction and guidance for staff assigned to
section, including orientation, training, coaching, and administering
performance appraisals. Perform related duties and responsibilities as
required.
10%
REPORTING RELATIONSHIP: Manager, Technology Support Services
Effective:
09/14/06
Revised: 12/14/06
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SUPERVISORY RESPONSIBILITIES: Direct supervision to staff assigned.
ESSENTIAL QUALIFICATIONS:
EDUCATION: Bachelor’s degree or equivalent.
EXPERIENCE: Three (3) years of related experience and/or training.
SPECIAL SKILLS AND ABILITIES:
1.
Skills/Abilities: Proficient PC operation skills; ability to research and analyze information;
strong decision-making skills; good organizational and time management skills; strong
verbal/written communication and interpersonal skills; ability to interact with individuals at
all levels of the institution; and general management skills required for the position.
2.
Equipment Used: Personal computer and a variety of equipment associated with a general
office environment.
3.
Software Used: A variety of word processing, spreadsheet, database, e-mail, and presentation
software in addition to Service Desk applications.
PHYSICAL REQUIREMENTS:
Duties require little physical effort in work with light (up to 10lbs), easy to handle materials.
Duties performed causes light fatigue of eyes, fingers, or other faculties due to long periods of
standing, sitting, and/or repetitive motion.
INTERPERSONAL SKILLS:
Alternative or combined skills in understanding, counseling, and/or influencing people are
important in achieving job objectives, causing action, understanding others, or changing behavior;
and, skills of persuasiveness or assertiveness, as well as sensitivity to the point of view of others.
WORKING CONDITIONS:
Job is performed in general office or comparable working area with occasional distractions such as
noise, interruptions, or congested work areas.
Effective:
09/14/06
Revised: 12/14/06
Page 2 of 2