SUMMARY: Under limited supervision and with significant independent judgment, supervises and coordinates the activities of the service desk support function of information technology, by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Directs and manages the service desk support function, including:

a. Ensures timely problem resolution, system integrity, system availability and proper maintenance of applications

b. Oversees the evaluation of technical enhancements and improvements, making recommendations for improvement

c. Oversees and maintains the service desk ticket monitoring system

d. Directs and manages the physical inventory and management of computer hardware and software, including deployments, upgrades and support

e. Oversees all computer hardware and software purchases

f. Ensures prompt customer support to end users

g. Ensures vendor application support and problem resolution

2. Oversees vendor management for computer hardware and software, including pricing negotiation; ensures vendors deliver a high level of service.

3. Oversees the execution of project management activities, including:

a. Assists staff in the management and prioritization of project workload, ensuring proper resource management

b. Performs project audits

c. Assists with quarterly scheduling of projects from corporate tactical initiatives

d. Ensures corporate projects are executed according to corporate strategic initiatives

4. Functions as a Supervisor of a business unit, either directly or through subordinate leaders, including but not limited to:

a. Recommends and communicates goals. Directs operations to ensure the achievement of required results

b. Develops, recommends and implements operational plans and procedures

c. Trains, coaches and leads staff

d. Prepares and/or reviews performance appraisals. Conducts performance review meetings

e. May recommend and/or implement employment actions, including employment/termination, corrective action, promotions/demotions, salary changes, etc.

5. Serves as a contributing member of project team(s), or leader of project team(s), coordinating resources to ensure achievement of project activities

Performs other duties as assigned

Required Skills Required Experience

• Four to six years related experience and/or training; or bachelor's degree (B.A.) from four-year college/university; or equivalent combination of education and related experience/training.

• A minimum requirement for this position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process.