RECRUITMENT BULLETIN #15-70                                                                                                                   September 28, 2015

   
 
 
POSITION:                  IT Service Desk Support Manager  - Provisional
 
SALARY:                     $59, 495 – $72,676
 
LOCATION:                Information Technology Department – 809 City Hall Buffalo, NY 14202
 
APPLICATION:  CANDIDATES FOR THIS POSITION SHOULD COMPLETE AN APPLICATION AVAILABLE ONLINE AT www.buffaloschools.org
Applications successfully received will generate a confirmation email to the account listed on the application. If you do not receive a confirmation email, we cannot guarantee that your application was received. You must submit an application until you receive a confirmation email.

DISTINGUISHING FEATURES OF THE CLASS

IT Service Desk Support Manager provides coordination and supervision for Help Desk Support Specialists, the first and central point of contact for level-one support for users and vendors.  The purpose of this position is to provide supervision, and coordination, for Help Desk Support Specialists, and to coordinate the work assignments of various technical desktop support teams including:  Desktop Support technicians, Electronic Technicians, Audio Visual Technicians, Network technicians and Telephone Technician.  The incumbent will also act as a personal contact for customers to begin the resolution process to problems and inquiries when needed.  The incumbent must be well-informed on working in a high call volume call center environment   An IT Service Desk Support Manager works with the department’s various computer vendors, systems, database, hardware, software, etc. and must be familiar with technical personnel and their functions for problem referral.  Response to callers must be within a reasonable amount of time and with complete customer satisfaction. 
 
TYPICAL WORK ACTIVITIES
 

• Provide supervision for Help Desk Support Specialists
• Provide coordination, and direction, to District’s technical support teams including: desktop support  Technicians, Electronic Technicians, Audio Visual technicians, and Telephone technician
• Provide planning and coordination for the District’s technology move team(s)
• Provide planning and coordination for the District’s asset technology refreshes
• Develop processes to monitor trends based on customer calls, issues, queries and recommend ways to improve the quality of technical service as well as reducing repeat incidents.
• Assure staff provisioning of mobile assets is in accordance with District’s one to one policy
• Provide, and when necessary arrange for training, for Help Desk Support Specialists
• Provide analytical reports on demand for help desk metrics to ensure efficient delivery of Help Desk and Desktop Support services
• Responsible for interviewing Help Desk Support Specialist candidates and monitoring overall performance.
• Email Users Administration
• Provides training and mentoring for Help Desk Support Specialist.
• Escalate issues as needed and maintain communication with customer and technical teams. Utilize Help Desk/ACD CCS Supervision software to record and track issues.
• Independently design new staffing schedule to include day to day coverage.
• Create and or review Help Desk e-mail communications to district staff for clarity and appropriateness
• Performs all duties in accordance with the departmental procedures and enforce  Service Level Agreement;
• Escalation manager for first, second or third level support personnel when appropriate, via proper escalation procedures
  • dispatches calls to field technicians as required;
  • conducts follow-up checks to ensure that problems were resolved;
• Coordinates problem-solving efforts with support personnel, vendors, users, as needed;
• Regularly attends technical and communication training sessions;  
  • applies new information to work processes;
  • prepares for new releases and rollouts to anticipate customer inquiries;
• Attends staff meetings and maintains a record of information discussed;
• Participates in special projects on an as needed basis;
• Performs related duties as required.

 
FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
 

• Good knowledge of computer hardware, software, networks and peripheral equipment;
• Good knowledge of IT System capabilities and limitations and application of same;
• Good knowledge of call center application, quality monitoring tools and applications,
• Ability to analyze center reporting tools and applications;
• Ability to operate a personal computer and utilize common office software programs;
• Ability to analyze and problem-solve basic computer user hardware and software problems;
• Good customer service skills
• Ability to comprehend technical operator manuals;
• Ability to learn new systems and technology;
• Ability to understand and interpret written material and verbal communications;
• Ability to effectively communicate both orally and in writing;
• Ability to establish and maintain a good working relationship with others;
• Tact; courtesy; integrity; good writing skills;
• Physical condition commensurate with the duties of the position.

 
MINIMUM QUALIFICATIONS
 
PROMOTIONAL
 
Continuous and permanent status in the Board of Education as a Systems Analyst for two years.

OPEN COMPETITIVE
 
 

1. Bachelors Degree in Computer Information System or closely related field and two years of full-time Computer Help Desk supervisory or Team Lead/Manager experience in call center environment.

 
NOTE:  Verifiable part-time experience will be pro-rated to meet full-time experience  
             Requirements.
 
             Proof of education must be presented a time of appointment.



 
 
FINAL FILING DATE:   October 12, 2015

APPROVED:

 
Darren J. Brown
Associate Superintendent for Human Resources