What are the responsibilities and job description for the IT Service Desk Manager position at EC ELECTRIC?
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The MIS Helpdesk Manager acts as a trouble ticket attendant and will manage the MIS Helpdesk support tickets. They will relay incoming and interoffice phone calls and emails to resolve any and all MIS and computer related issues.
Duties and Responsibilities include the following:
1. Manage the daily activities of the MIS Helpdesk and supervise employees
2. Triage and schedule tasks to be completed based on importance and impact
3. Provide guidance to Helpdesk staff including technical cross training
4. Interface with vendors to resolve problems, document solutions, and disseminate them to team
5. Provide MIS Director with notification of any sever outages
6. Provide MIS Director with weekly summary of Helpdesk activities each week by Friday at 3:00pm
7. Submit requests for equipment, software or supplies for stock to perform Helpdesk functions
8. Maintain goal of at least two learning opportunities per each Helpdesk member per year
9. Manage Helpdesk requests and incoming calls to provide a maximum 1-hour response window
10. Dispatch team members as needed for office or site visits to maintain systems
11. Coordinate with Systems Administrator for upgrade support and department projects
12. Maintain ShoreTel, Sysaid, Teamviewer, system image, software library, etc.
13. Performs other duties as assigned.
Supervisory Responsibilities:
This position will supervise a team of 2-4 MIS team members.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Schedule:
- 8 hour shift
Supplemental Pay:
- Bonus pay
Ability to commute/relocate:
- Hillsboro, OR: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- IT management: 2 years (Preferred)
- Leadership: 2 years (Preferred)
Work Location: One location