Manager, Desktop Support – HigherEdJobs

November 16, 2023

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Job Description


The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success
of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.

BASIC
FUNCTION:

The purpose of this job is to provide management, administration, and supervision to the desktop support team. The
Desktop Support Manager provides supervision, leadership, and training within the team. This role is also responsible for customer support
and special projects.

SUPERVISORY ACCOUNTABILITY:

Provide leadership and direction to a geographically dispersed team
that provides desktop support to all internal users. This includes technologies such as networks, email, remote access, telephony, and
conferencing services.

NATURE AND SCOPE:

Internal contacts generally include administrators, faculty, students, and
staff. External contacts generally include vendors, consultants, visitors, and the public.

PRINCIPAL ACCOUNTABITIES:

Provides leadership and supervision of the desktop support team to facilitate quality customer service and technical support of software
and hardware, to include university-issued computers, peripherals, tablets, and other electronic devices.

Functions as the central
point of information distribution regarding system-wide technical hardware and software support issues regarding desktop support.

Supervise Lead to review incident/issue tracking system for team assignments and performance expectations.

Responsible for
supervising day-to-day operations of the desktop support team.

Oversees desktop support problem resolutions to identify trends or
problem support areas and ensures that support procedures are being followed.

Develops, approves, assigns, and provides oversight to
special projects.

Serve as technical support escalation point for Desktop Support team.

Performs maintenance functions on
technology hardware/software and tests/troubleshoots for errors.

Research, coordinate, and involve appropriate parties with regard to
the development and acquisition of equipment and software.

Develop solutions for emerging and unsupported systems.

Diagnose
problems to resolve calls on various supported computer hardware, software and operating systems.

Assist end users in obtaining
help and resolving issues from other sources on supported and unsupported hardware/ software.

Develop solutions for emerging and
unsupported systems.

Perform other job-related duties as assigned.

CORE COMPETENCIES:

Ability to work onsite
in Washington, DC.

Ability to provide executive level support to AVPs, VPs, EVPs.

Knowledge and experience of various
computer architectures and their respective operating systems.

Ability to evaluate, select, and learn new software and operating
systems; ability to identify and resolve problems, including hardware and software problems.

Responsible for accurate and reliable
maintenance, documentation, and testing of internal systems.

Ability to communicate effectively orally and in writing with a diverse
population. Must be detailed oriented and organized.

Ability to exercise discretion and ensure a high-level of confidentiality.

Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public.

End User
friendly attitude with a passion for information services support.

Ability to troubleshoot and support Windows 10 and 11, macOS,
Android, and iOS devices.

Provide coaching and mentoring to staff.

MINIMUM REQUIREMENTS:

Bachelor’s degree.
Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous
experience as in a supervisory role. InTune Experience Preferred. Experience in conducting routine system administration tasks and logging
data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving
skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.

Note: This position
description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any
other instructions, and perform any other related duties, as may be required. The university has the right to revise this position
description at any time. This position description is not construed as a contract for employment.



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