Director of IT Help Desk

Company/organization: Ozarks Technical Community College
Contact: Human Resources
Email:
Phone: 417-447-2635
Website: https://hr.otc.edu/jobs/

Date Position Available: Immediately

Salary Scale: $35,000 – $75,000

Qualifications & Experience:

MANDATORY: (M1) Associate degree in computer information science or a related field from a regionally accredited institution of higher learning (or two years of experience using Microsoft products); (M2) Two years of experience in a leadership role; (M3) Customer service oriented with a problem solving attitude; (M4) Ability to work well with others; (M5) Strong oral and written communication skills; (M6) Ability to use information technology for professional productivity (such as Microsoft Office Suite).

DESIRABLE: (D1) Bachelor’s degree in computer information science or a related field from a regionally accredited institution of higher learning; (D2) Four years of experience in a leadership role; (D3) Hands on experience with help desk and remote control software; (D4) Experience as a help desk manager; (D5) Experience with Team Dynamix; (D6) Experience with Colleague; (D7) Experience working within a collegiate setting.

POSITION DESCRIPTION

Department: Information Technology

FLSA: Exempt

Immediate Supervisor: Chief Technology Officer

Schedule Details: Full-time/12 month position/PSRS

Position Summary

The Director of the IT Help Desk is expected to have a solid technical background combined with customer service experience. This position requires a problem-solving attitude with an ability to motivate the team to achieve specific goals. The Director of the IT Help Desk also ensures high-quality technical support and increases client satisfaction.

Essential Job Duties

  • Manage the IT Help Desk team and evaluate performance for full-time staff.
  • Ensure customer service is timely and accurate on a daily basis. Set specific customer service standards.
  • Ensure that decisions are continually carried through to improve the overall customer support of the IT Help Desk.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Monitor the problem management database and follow up with assigned personnel to ensure timely resolution of issues.
  • Isolate problem trends; ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found and anticipate potential problems for proactive resolutions.
  • Solve problems and make decisions relative to IT Help Desk responsibilities. Ensure that effective IT Help Desk representation takes place for the coordination of work processes and projects with other departments/divisions.
  • Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
  • Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
  • Successfully perform position-related planning, directing, reporting and administrative responsibilities.
  • Conduct research on emerging products, services and standards in support of customer facing technology.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in IT Help Desk requests and generate statistical reports.
  • Oversee the development, implementation and administration of the IT Help Desk training procedures and policies.
  • Exhibit exemplary attendance and punctuality.
  • Comply with college policies and procedures.
  • Perform other duties as assigned, including attending college functions, serving on committees and attending community events.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, stand, and walk; use hands to finger/touch, handle, or feel; and talk or hear. The employee must be able to move around and about their area, and operate a computer as needed. Specific vision abilities required by this job include close vision.

***OZARKS TECHNICAL COMMUNITY COLLEGE RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE INSTITUTION DESIRES. THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT, IMPLIED OR OTHERWISE. THE EMPLOYMENT RELATIONSHIP REMAINS “AT-WILL.” THE AFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO CHANGE TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.

Application Information

Apply online at https://hr.otc.edu/jobs/. Qualified applicants should submit the following documents:

  • OTC Application for Employment
  • Cover letter detailing how you meet the mandatory and desirable requirements
  • Your professional resume
  • Copy of college transcripts

The College:

Ozarks Technical Community College’s primary mission is to provide accessible, high quality, affordable technical and general education that is responsive to the educational needs of the community and its diverse constituencies.

Ozarks Technical Community College prohibits discrimination and harassment and provides equal opportunities in its admissions, educational programs, activities, and employment regardless of race, color, religion, gender, national origin, age, marital status, sexual orientation, political affiliation, veteran status, and disabilities that include HIV and AIDS, and medical conditions. Bona fide occupational qualifications will be allowed in those instances where age, gender, or physical requirements apply to the appropriate and efficient administration of the position.

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