MANAGER - TECHNICAL CUSTOMER SUPPORT Job at Kennedy Krieger Institute
Overview:
Responsibilities:
EDUCATION:
The
Manager
,
Technical Customer Support
oversees all activities related to the Help Desk. These activities include: managing a group of exempt and non-exempt employees and consultants, managing ticketing systems, and ensuring end-user satisfaction. The incumbent relies on experience and judgment to plan and accomplish goals.
Responsibilities:
- Responsible for the day-to-day operations of the Help Desk for the Institute, school programs, and related staff.
- Manage the Help Desk team and evaluate performance.
- Recruits, interviews, selects and trains new employees for the Help Desk and Mobile Device Management staff; conducts performance evaluations as approved by the Vice President of Information Systems (IS), on a regular basis; terminates personnel in adherence with Institute policy, as deemed necessary, based on the approval by the Assistant Vice President of Information Systems. Work directly with IS leadership and departments to develop and implement organizational goals, policies, and procedures to support the organization’s Long Range Plan.
- Manage, administer, and maintain the ticket management system.
- Develop, maintain, and administer the departmental change control procedures.
- Assist with the administration of the video conferencing platform.
- Design and manage the organization’s mobile device management strategy, system, and procedure.
- Coordinate with Micro Support and other IS technology stakeholders on escalations and completion of support tickets.
- Collaborate with the Telehealth Department to ensure that both providers as well as patients have the equipment, and functionality to participate in telehealth.
- Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
- Develop training plans for users regarding new technologies, in conjunction with department leadership.
- Foster good public relations for the Information Systems department to the rest of Kennedy Krieger Institute and school programs through user communication, visits to department managers, and satisfaction surveys.
- Act as liaison between Information Systems and Human Resources regarding new user orientation.
- Partner with school leadership to analyze the information systems needs of the Department of Special Education, the characteristics and components of presently utilized information systems, and the functional requirements of proposed information systems.
- Collaborate and lead assessments of the school IT equipment and programs and develop plans for improvement and support.
- Work with school leadership to develop and maintain budgets for IT purchases.
- Responsible for all statistical and management reports, as necessary.
- Work with Information Systems leadership on other projects and responsibilities as needed.
QUALIFICATIONS:
- Extensive knowledge of project management methodology and procedure required.
- ITIL 4 Service Management Certification preferred.
EDUCATION:
- Bachelor’s Degree in Computer Sciences or related field required.
- Equivalent combination of education, experience (at least 3-5 years), and/or certification may be substituted for the degree requirement.
EXPERIENCE:
- Four years of progressive experience in supervisory/management positions in the Information Systems field required.
- 2-4 years of hands-on field experience highly desirable.
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