Overview

The TouroOne Helpdesk Manager will lead the team supporting the Touro University community and Central IT. Responsible for identifying, researching, and working to resolve IT/technical as well as finance, human resources, and student services related issues. This position provides analysis and problem-solving, technical assistance, and support coordination to staff for services associated with enterprise application, Software-as-a-Service, and associated technologies. They will monitor the IT service management platform to ensure the teams meet the Service Level Objectives (SLO). This person in this position will also provide orientation and training for all new helpdesk staff and will partner with all departments to ensure quality on incidents and up-to-date knowledge transfers. This is a fully remote position.

Responsibilities

Responsibilities include but are not limited to:

• Manages the TouroOne Helpdesk and Level 2 Technical Support staff, providing guidance, mentoring and technical expertise.
• Develops and maintains the onboarding and training materials for new helpdesk employees.
• Works with the Project Management Office on new initiatives, including communications, transition to operational and general project inquiry.
• Analyzes incidents and resolutions to improve the customer experience and processes.
• Works closely with applications, network, server, local support techs and other IITS technical teams.
• Serves as the technical subject matter expert for the level two support staff and inventory management.
• Works closely with subject matter experts in student administrative services, Human Resources, and finance departments to verify knowledge, processes and procedures are current.
• Provides technical support to employees and students.
• Assesses the need for ITSM changes based on request trends and makes recommendations.
• Works with and supports staff in their resolution of problems and their interactions with customers.
• Provides consultation and support; communicates effectively to convey complex technical information.
• Conducts fact-finding and analysis of problems; determines most effective problem resolution procedures, including testing, implementation, and post-implementation evaluations.
• Attends training sessions, conferences, classes, and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.
• Other tasks as assigned by supervisor.

Qualifications

Education/ Experience

• Bachelor's Degree in Information Technology or related field.At least 5 years of experience in IT support roles.

Knowledge/ Skills/ Abilities

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to manage and prioritize multiple tasks effectively.
• Knowledge of enterprise applications, Software-as-a-Service, and associated technologies.

Physical Demands

• Extensive Use of Computers
• Extensive time sitting and standing
• Able to lift up to 5 lbs.

Maximum Salary

Minimum Salary