Help Desk Manager jobs in Cleveland, OH

GENERAL SUMMARY

• Planning and supervision of the IT Help Desk and all Telecommunications.
• Manage end user PC/laptop support by working closely with the IT Help Desk Coordinator to accomplish.
• Manage end user phone support by working closely with the IT Telecom Analyst to accomplish.
• Making recommendations on whether to upgrade the existing systems or install new ones.
• Lead IT Help Desk staff in the implementation and upgrading of end user hardware & software.
• Create and oversee protocols/procedures for the use of any new software applications.
• Delegate or conduct training for ACMC employees on the use of any new software applications and maintaining a good work atmosphere.
• Maintain and knowledgeable of the latest up-to-date software developments.
• Communicate regularly and effectively with team; anticipate issues, serve as a role model for sharing information and transparency. Available to address questions & problems as they arise.
• Prepare schedules to ensure appropriate department coverage on a 24/7 basis. Manage timekeeping for staff. Initiate protocols to address call-offs, vacancies, and volume fluctuations.
• Create and manage small to large IT projects.
• Works closely with all members of the IT leadership team to maintain daily operations and future planning and strategies.
• Work cooperatively with the administrative staff and other department directors, as well as Cleveland Clinic staff, to resolve mutual concerns.
• Assist in the education and professional development of staff.
• Provides after-hours support when needed.
• Other duties as assigned.

MINIMUM QUALIFICATION

Education, Knowledge, Skills and Abilities

• Bachelor's degree in Information Technology/Computer Science or equivalent experience
• 5yrs of prior IT experience; 3yrs in a supervisory capacity
• Broad working knowledge of computer networking, installation, and administration.
• Experience with database management and project management.
• Strong leadership, management, and customer service skills.
• Great analytical, problem-solving, and communication skills.
• The ability to handle stressful situations.

Complexity of Work:

• Understanding of networking/distributed computing environment concepts.
• Practical knowledge of network topology and the underlying Open Systems Interconnection (OSI) model.
• Understands principles of client/server configuration.
• Strong analytical, administrative, presentation, and project management skills are required.
• Must have strong communication skills (both written and verbal) and the ability to work independently.

Required Physical and Environmental Demands

• Requires the ability to sit and be stationary for prolonged periods of time, normal or corrected vision and manual dexterity sufficient to perform work on a personal computer.
• Requires the ability to walk to various locations throughout the organization and to function in a stressful environment.