Help Desk Manager

Help Desk Manager

Looking for a collaborative and innovative work environment. Search no further. The City of Hollywood is hiring for a Help Desk Manager who is results driven with proven leadership, organizational skills and a strong commitment to team environment dynamics. Come to a City that Builds Careers! As one of the largest cities in Broward County, the City of Hollywood provides an energetic, innovative and collaborative work environment for its employees. Want Top Notch Insurance? We offer low cost health insurance giving you the best value - Medical, Dental, Vision and Flexible Spending Plans. Need Work Life Balance? We have got you covered with a 4-Day Work Week and an Award Winning Wellness Program. And We Don't Stop There. The City of Hollywood provides a generous Paid Time Off Program inclusive of 13 Paid Holidays, Vacation Leave, Personal Leave, and Sick Leave. Repaying Student Loans? Employees at the City with 10 years of public service and on-time payments qualify for the Federal Student Loan Forgiveness Program.

The Position is within $87,103.37 - $110,000 Annually Dependent On Qualifications.

Under the general direction of the Director or designee, performs highly responsible technical and administrative work in implementing and managing projects and helpdesk operations. Holder will be required to prioritize the day to day working practices of the team members against varying internal and external needs, whilst ensuring continuous service improvement.

Work involves the responsibility for the acquisition of City wide and department specific application systems and hardware (desktop computers, scanners, printers (stand-alone and networked), etc.). Incumbent has direct contact with multiple vendors in the acquisition of equipment and software. Incumbent may be assigned to special projects.

Reviews technical recommendations for desktop and mobile hardware and peripherals or software purchases to ensure adherence to City established standards.

Develops reports to management providing statistics on the number, types, causes, and resolutions of problems.

Contributes to the disaster recovery processes for operating systems, databases, networks, configuration files, servers and software applications.

Assists in the creation of processes and policies for procedures for network operations and security.

Supervises analysts in the auditing, assetting, installation, configuration, and upgrades of hardware, telephony and peripheral components, and the loading of operating systems and applications.

Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.

Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.

Ensure adequate continuing education and certification has been met for direct reports.

Establishes priorities and coverage for analysts responding to calls and inquiries from customers to resolve current hardware, telephony, software, and peripheral problems.

Leads troubleshooting efforts for the most complex technical problems, coordinating with the appropriate vendors and groups within Information Technology.

Develop and standardize complex technical procedures to improve efficiency and effectiveness of operations.

Develops knowledge of all City network and support systems in order to provide comprehensive support.

Liaise with others to provide knowledge transfer and assist with the equipment or software selection process to ensure compatibility with City resources.

Monitor and ensure adequate staffing of the helpdesk which may include generating weekly work schedules, job rotation, emergency operation work schedules, assisting with answering calls, and ensuring the vehicles are properly maintained.

Contribute to the management of the overall operational, budgetary, and financial responsibilities and activities of the department.

Effectively and positively represents the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.

Establish and maintain effective and professional relationships with work colleagues, supervisors and managers.

Performs related work as required for this position description only.