| Location | Glendale, AZ |
Supervises assigned technology program/functions and assigned staff. The primary focus of work performed is the supervision of employees and coordination of work for the OIT Service Desk/Help Desk Support team. The Service Desk/Help Desk Support team provides critical support services for customers across the college, which can include students, faculty, staff, and the community.
Essential Functions
30% - Plans, organizes, assigns, supervises, reviews and evaluates the work of full-time Service Desk/Help Desk Support staff. Evaluates priorities and coordinates resources by deploying support staff as needed. Identifies training needs and opportunities for staff development; provides staff training and mentoring. Supervises the day-to-day activities of the Support staff. Participates in hiring, discipline, and termination activities.
20% - Supports computing systems, PCs, operating systems, multimedia systems, and peripherals, using standard Service Desk/Help Desk communication methods. Identifies, recommends and implements design tools and methodologies. Supervises the provision of end-user services within the Service Desk/Help Desk. Supervises the resolution of escalated issues and customer concerns.
20% - Keeps current with the latest technologies; identifies service improvement opportunities; researches and implements industry standards, trends, best practices and emerging technologies for the Service Desk/Help Desk. Supervises systems development and enhancement, and the integration of new systems with existing systems. Administer Service Desk/Help Desk systems.
10% - Develops policies, procedures and standards related to the development, maintenance and documentation related to Service Desk/Help Desk Support. Supervises maintenance of Service Desk/Help Desk Knowledge Base articles.
10% - Manages, administers, and identifies resource needs and makes recommendations. Coordinates data collection, analysis and reporting activities. Composes, reviews, finalizes and approves reports and other work products of the unit.
10% - Performs other duties as assigned.