Service Desk Administrator

Service Desk Administrator

Typical duties performed include, but are not limited to oversight of daily operations to ensure alignment with departmental objectives and organizational priorities. Dependent upon service area, may manage and direct staff to maintain efficient workflows, ensuring productivity and high-quality outcomes. Develop, implement, and evaluate operational strategies, procedures, and best practices to improve efficiency and effectiveness. Monitor performance metrics and identify opportunities for process improvement. Collaborate with leadership and cross-functional teams to support departmental initiatives. Perform other job-related duties as required.

Bachelor's degree required. Substitution: Two (2) years of any equivalent combination of education, training, and experience may substitute for each year of college education lacking. Six (6) years of full-time management experience required. Four (4) years of demonstrated leadership experience. Strong critical thinking and analytical skills, with the ability to identify process inefficiencies and implement effective solutions. Excellent written and verbal communication skills. Valid State of Ohio Driver's License required.

Duties and tasks include managing the service desk, computer operator and executive IT support functions, including both full-time and contractor resources, ensuring that they provide excellent customer service and technical solutions. Manage an endpoint services function responsible for endpoint computer imaging, patching, application packaging and user profile management. Develop and maintain service level agreements with internal stakeholders and external vendors. Collaborate with other IT leaders to ensure that IT services are aligned with the needs of the business. Communicate across all levels of the business for incidents, outages and priority events which will or may impact production. Strive to maximize adoption of all available technologies across the workforce, driving productivity and efficiencies Prepare fiscal, statistical, and forecasting reports. Build, stage and deploy windows based new and upgraded technology for desktops, laptops and surfaces. Maintain a clear and concise record of all support activities and resolutions in the ticketing system. Contribute to the IT knowledge base by documenting resolutions to common problems. Assist with asset inventory management of all IT equipment. Perform new user onboarding processes as well as the move, add and changes of current employees. Escalate and collaborate on problems with teammates when appropriate.

Preferred qualifications include demonstrating critical thinking skills, decisive judgment and the ability to work both collaboratively and independently. Knowledge of Active Directory. Familiarity with Ticketing systems. Ability to work independently and collaboratively in a team environment. Strong customer service orientation with a patient and positive attitude. Strong supervisory and training skills. Excellent written and verbal communication skills. Analytical mindset with attention to detail. Proficient with Microsoft Office Tools. Experience translating complex technical content into clear action items or presentations.