What are the responsibilities and job description for the IT Helpdesk Manager position at University of Louisiana Monroe?
The IT Helpdesk Manager will be in charge of day-to-day support and operation of the IT Helpdesk.
- Manage technology deployment and coordination of new computer & printer purchases.
- Manage IT Helpdesk including staffing, scheduling, and training of all helpdesk student workers and call center student workers.
- Monitor the helpdesk ticketing system and provide Tier 2 support as needed.
- Maintains contact with all academic departments to ensure that their computer-based needs are met. Work with the departments on computer updates as needed.
- Deploys software images for new PCs and Apple computers using our imaging platform.
- Coordinates all software installations and support with faculty members who have specific software requirements.
- Coordinates any warranty or repair requests from Dell and Apple. Required to maintain a current Dell Certified System Expert status to perform authorized warranty repairs on Dell equipment.
- Monitors and evaluates end user systems for performance using technical skills attained through training and experience.
- Responsible for planning and implementation of helpdesk management policies.
- Supervises student workers and call center employees.
- Other duties as required.
- Must have bachelor’s degree or 2 years of real-world field experience in technical based background.
- Experience in Microsoft products – Windows 11, Windows Server, MS Office; lab imaging software; Apple OS platform knowledge preferred.
- Experience with Active Directory and remote management software preferred.
Working Conditions
Primarily indoors – within offices, classrooms, labs.
Physical Requirements
Some physical requirements related to movement and assembly of computers.
Direct Reports
Student workers from helpdesk and call center.
Salary : $44,000 - $50,000