Located 45 minutes from the Nation’s Capital, nestled in a history-rich community of southern Maryland, The College of Southern Maryland (CSM) has been twice named in the top 150 community colleges by the Aspen Institute with academic programs in over 100 disciplines. CSM is among America’s top 100 producers of Minority associate degrees in twenty categories, according to Diverse Issues in Higher Education.  CSM offers excellent health insurance benefits; State Retirement Pension plan; wellness programs; Code Green early closure Fridays in the summer; college closure for spring break and several major holidays, including the week between Christmas and New Year; and for several days in March for Spring Break.  We are an innovative institution committed to student success and well known for our flexibility to meet student and community needs. 

The hiring salary for this position will be from the min to mid-point of the salary range.

The Help Desk Manager plays a pivotal role in the leadership of the Information Management and Technology (IMT) Division’s Help Desk. This position is responsible for managing a team of technicians, providing excellent customer service along with operational and technical oversight for service request resolution and incident response, ensuring alignment with the organization's goals and objectives.

 The Help Desk Manager drives operational and technology alignment and oversees a diverse customer service team to ensure the alignment of technology support to business needs and that the solutions are leveraged for highest value-return and customer satisfaction. The individual in this position provides leadership in the planning and scheduling of the technology support team and is responsible for overseeing Help Desk-related initiatives that strengthen campus-wide IT services. The Help Desk Manager provides leadership in key areas of IT operations and ensures IT organizational effectiveness. This position is responsible and accountable for providing comprehensive KPI reporting. The Help Desk Manager oversees and completes performance evaluations for the Help Desk Team, including IMT Temps.   

Reports to: Technology Services Coordinator

30% Customer Service:

• Maintain timely and accurate customer service on a daily basis.
• Set high customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement.

40% Leadership and Management:

• Manage Help Desk team and evaluate their performance.
• Recruit, train and support Help Desk representatives and technicians.
• Develop daily, weekly and monthly reports on help desk team’s productivity.
• Provide customer feedback to the appropriate internal teams, ie Network/Cyber Security.
• Serve as primary escalation point for service requests and incidents.
• Collaborate with other IMT departments to ensure timely ticket resolution.

15% Training

• Provides proper documentation for department monthly reports and maintains proper documentation for microcomputer and desktop resources.  Helps develop and document solutions to common user issues and concerns.   Develops and implements customer support services and procedures.        Develops and implements plans, processes, and procedures for the Information Technology Services help desk and end user technical support with the goal of providing exceptional customer service.  Closely coordinates activities with other ITS technical personnel, the Information Management Team, and technology end users to ensure the delivery of reliable services.  Resolves service requests immediately via telephone or assigns as work orders for timely action.  Escalates service requests to Network/Projects team (third level) when necessary.

• Maintains up-to-date knowledge of available and emerging network and microcomputer technologies.  Evaluates and makes appropriate recommendations for both evolutionary and revolutionary changes and improvements to the College’s technology infrastructure.
• Assists in developing and providing training to technology end users at the college and provides training and instructional support to students and faculty involved with their various projects.

• Assist in developing and maintaining proper documentation for desktop computing resources.

• Assists in training end users to properly operate audiovisual, distance learning, and VTC equipment.
• Provides end user training as required.

15% Support/Troubleshooting

• Provides first level network support, which includes faculty, staff, and student password changes.

• Provides technical support for all microcomputer hardware, software and peripheral equipment used by the college.
• Performs diagnostic testing and repairs of microcomputer hardware, software and peripheral equipment.

Additional Duties:

• Performs other related work as required.

Required Education and Experience:

• Associate’s degree in Computer Science, Information Systems, Educational Technology, or related (or) 3 years’ experience in a customer support capacity within an IT organization. 
• One or more years leading a highly motivated, dynamic team.
• Three or more years of successful experience in Information Technology and/or a closely allied field. (Preferred)

Preferred Education and Experience:

• Bachelor’s degree preferred.

Licenses or Certifications:

• Relevant certifications such as CompTia A+, HDI, ITIL, or similar are highly desirable.
• This position requires financial disclosure.

Knowledge, Skills, and Abilities:

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Demonstrated team building and collaborative problem-solving abilities.

• Ability to promote teamwork and collaboration with staff internal and external to IMT.
• Talent for managing people and fostering an environment of positive employee engagement and trust.
• Knowledge of IT management
• Ability to work with all levels of college personnel including executive staff.
• Demonstrated ability to successfully lead day-to-day Help Desk operations in a high-performing organization.
• Demonstrated experience in team building and collaborative problem-solving abilities.
• Excellent written and oral communications skills.
• Knowledge of internet services, network security, and related technologies. 

• Office environment with occasional travel.

• Availability to work outside regular business hours as needed.