IT Help Desk Manager

SUMMARY

The IT Help Desk Manager provides coordination, oversight, and supervision for the IT Help Desk and limited field support for all current Information Technology systems. Position is the company’s primary point of contact for the installation, maintenance, operation, and troubleshooting of systems including, but not limited to: computers, printers, access points, workstations, telephones, software, electronic cash register, back office system, video surveillance systems and interfaces to centralized systems and electronic interfaces to vendors’ programs.

RESPONSIBILITIES BY COMPETENCY: (denotes an essential function of the position)*

Business Results Orientation

Support team lead for internal inventory audits

Perform other duties not listed as required

Communication

Provide information to support divisions for systems improvements

Provide necessary reporting information to all related departments

Customer Service Orientation

Establish Service Level Commitments to help set Customers Expectations

Complete site and/or customer visits as required

Developing Talent

Provide encouragement to Help Desk team members for increased learning and growth within the technology arena

Challenge self to further professional development with an understanding of company goals and strategy

Technical Expertise

Optimize IT operating system performance

Partner with Systems Administrator to ensure all locations are operating under the latest software versions

Develop and maintain updated procedure manuals for store software systems

Complete manual upgrades for all locations on new software versions when software updates are not available electronically

SUPERVISORY RESPONSIBILITIES

Direct: IT Specialists Level I, II, III, VI

Responsible for the overall direction, coordination and evaluation of each position. The IT Help Desk Manager carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include planning, assigning and directing work; managing development and certifications; appraising performance, rewarding and disciplining employees up to and including termination with supervisor’s approval; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (denotes an essential qualification of the position)*

Education: *Required: Equivalent to high school diploma.

Preferred: Two-year college degree, or Bachelor’s Degree

Experience: *Over 3 years’ experience in Information Technology

Language Skills: *Ability to read, write, speak, and understand English in a manner that is

sufficient for effective communication with groups of managers, clients, customers and the general public

(may be representative but not all-inclusive of those commonly associated with the position)

Skills and Abilities:

Technology, Tools,

And Equipment: Computer, Various internet browsers, Microsoft Office Suite, VOIP telephone, copy/print/fax machine, *Servers and other hardware and accessories

Certificates, Licenses

and/or Registrations: *CompTIA A+ Certification, CompTIA Network+ Certification,

CompTIA Server+ Certification, or equivalent

*Valid driver’s license

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Amount of Time

None

Under 1/3

1/3 To 2/3

Over 2/3

Amount of Time

None

Under 1/3

1/3 To 2/3

Over 2/3

See:

Must be able to read computer screen and reports.

X

Lifting

Stand/Walk:

Occasional visits to other locations in the building.

X

Up to 10 pounds:

X

Sit:

Must be able to perform work at desk, computer, etc.

X

Up to 25 pounds

X

Touch/Grasp/Feel:

Must be able to input electronic data, manipulate paper, use phone system

X

Up to 50 pounds

X

Climb or balance:

X

Up to 100 pounds

X

Stoop, kneel or crawl:

X

Over 100 pounds

X

Talk or hear:

Must be able to communicate in person and on telephone system

X

Working conditions:

Office atmosphere

X

Disclaimer:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment..