IT Helpdesk Manager
City of Palm Bay, FL
Palm Bay, Florida
Job Description
MINIMUM TRAINING & EXPERIENCE
The following education and experience will be accepted:
- Bachelor's Degree in Computer Science, Information Technology or a closely related field with a minimum of three (3) years of progressively responsible experience in Local Area Networks, personal computers and current Windows operating systems, all preferably in a governmental setting. or;
- Associate Degree in Computer Science, Information Technology or a closely related field with a minimum of seven (7) years of progressively responsible experience in Local Area Networks, personal computers and current Windows operating systems, all preferably in a governmental setting, or;
- High School Diploma with eleven (11) years of recent specific job-related experience in Local Area Networks, personal computers and current Windows operating systems, all preferably in a governmental setting and certified as a Microsoft Certified Systems Engineer (MCSE) or Microsoft Certified Administrator (MCSA).
A minimum of three (3) years of supervisory experience. Must possess a valid Florida Driver’s License and have and maintain an acceptable driving record.
EMERGENCY DECLARATION STATUS
Non-essential employees will not be required to work during a declared emergency but may be required to work during an undeclared emergency or in the aftermath of an event associated with a declared emergency. On an incident-by-incident basis, the employee’s Department Head will make the determination when the employee will be required to work.
GENERAL STATEMENT OF JOB
Under general supervision, performs specialized professional and technical work in overseeing helpdesk operations including the coordination, configuration, installation and maintenance of laptop/desktop computers, workstations, printers, and associated peripherals. Employee will collaborate with staff to install and maintain the City’s Local and Wide Area Networks. Employee oversees and manages all helpdesk operations and technology resources. Work involves assisting the IT administrative staff with budgeting for City-issued technology equipment. Employee is responsible for effectively managing the helpdesk technology resources and processes to identify opportunities to create efficiencies. Responsible for diagnosing and resolving operational problems in programs and software. Delegates the installation and configuration of new and existing technology. Employee is also responsible for advising and training helpdesk staff on policy or procedure changes. Employee must exercise initiative and independent judgment in all phases of work. Employee reports to the Information Technology (IT) Director.
SPECIFIC DUTIES & RESPONSIBLITIES
ESSENTIAL JOB FUNCTIONS
Oversee and manage all helpdesk operations to meet or exceed customer expectations, fostering positive end-user relationships and drive customer satisfaction.
Supervise and train helpdesk team. Mentor and develop helpdesk team, by coaching, training and conducting employee performance evaluations.
Define team goals and lead staff to achieving desired results while being accountable for the team’s performance.
Successfully deliver services and projects supporting the City both on time and within budget through proactive team management and leadership.
Effectively leads helpdesk efforts and integrates the skills and strengths of team members for project and organizational success.
Assist with the preparation of an annual budget for the development, implementation, installation, and termination of computers and related hardware/software/network communications components.
Develop and maintain computer standards and guidelines and approve all computer hardware and software purchases to ensure compatibility with the network standards.
Conduct weekly check-ins with all direct reports to monitor performance, track progress on completing work duties and responsibilities, and discuss successes and challenges.
Develop daily, weekly, and monthly reports on helpdesk team’s productivity.
Manage escalations and ensure issues are resolved in a timely manner.
Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to the City’s administrative codes.
Contribute to improving customer support by actively responding to queries and handling complaints.
Establish best practices throughout the entire technical support process and promote continuous improvement of helpdesk support for all departments.
Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Gather and report operational metrics, accomplishments, and priorities for monthly leadership meeting with IT Director.
Maintains accurate and up-to-date documentation for network hardware and software.
Analyze technology trends and provide recommendations for effective and economical solutions to meet the City’s IT needs.
Inspect the use of technological equipment and software to ensure functionality and efficiency.
Identify the need for upgrades, configurations or the purchase of new systems and report it to the IT Director.
Analyze the business requirements of all departments to determine their technology needs.
Define and implement effective processes and procedures for supporting all departments.
Collect feedback to determine patterns to resolve report issues.
Develop and maintain Technical Support/knowledge base.
Review team’s current processes and recommend process improvements.
Maintain knowledge of helpdesk-related emerging technologies and evaluates vendor products for potential use within the agency.
Train users and communicate policies and standards to improve software performance and customer service.
Develop specifications for information systems and other computer related equipment. Review and test new information systems, make acquisition recommendations, and prepare purchase requests as required.
Identifies trends from reporting to determine solutions to trends or problem areas that may need to be addressed.
Maintain a high level of Service Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers.
Maintain and update onboarding documentation and processes for new hires.
Maintain inventory of all computer hardware and software in the City. Coordinate the disposal of obsolete equipment.
Develop cross-team and cross-departmental expertise necessary to effectively respond to issues.
Ensure the helpdesk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements.
Coordinate annual audits of all computers, workstations, and network equipment in the City.
Supervise weekly on-call rotation for after-hours support.
ADDITIONAL JOB FUNCTIONS
Performs other related work as required.
This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, Management reserves the right to modify, add or remove duties and assign other duties as necessary that are a logical assignment to the position.
This position is General Exempt and is covered under Personnel Policies and the Administrative Code.
Health Insurance: Health care plan options include HDHP, OAPIN and OAP through Cigna.
Dental Insurance: Dental coverage is offered in three plans that include DHMO & PPO High/Low plans.
Vision Insurance: Vision coverage includes an annual eye exam, frames and lenses or contact lenses in lieu of eyeglasses.
Life Insurance: The City of Palm Bay provides each employee with life insurance in the amount of one time their annual base salary at no cost. Additional coverage is available at the employee's cost up to the Guaranteed Issue amount of $250,000.
Dependent/Spouse Life Insurance: The City of Palm Bay provides each employee with dependent/spouse life insurance in the amount of $5,000 per dependent at no cost. Additional coverage is available at the employee's cost.
Short Term Disability: Coverage pays 66 2/3% of employee's annual base salary during a short-term disability period not to exceed 26 weeks.
Long Term Disability: Coverage pays 66 2/3% of employee's salary at time of disability after a 180 consecutive day waiting period.
Defined Contribution Retirement Plan: City contributes a base of 3%. Employees may contribute up to 6% and the City will match the employees contribution.
Holidays: 10 holidays and 1 birthday holiday.
Paid Leave: Accrue 96 hours of vacation and sick leave per year. Accrued vacation hours increase after 10 years of service. Administrative leave for exempt employees – 48 hours per year.
