Help Desk & Deployment Manager

Job Description

The Dauphin County Department of Information Technology is currently accepting applications for the Full-Time position of Help Desk & Deployment Manager. The employee in this role is responsible for the planning, management, and implementation support of all County computers and peripherals, as well as managing and troubleshooting day-to-day IT Help Desk operations and staff, leading the team to deliver exceptional customer service and IT-related support. The employee in this role is also responsible for but not limited to performing the following essential functions listed below. Salary is Commensurate with Experience.

Essential Functions of Job:

1. Articulate, implement, and manage vision for IT Help Desk with goal of providing exceptional customer service.
2. Manage and mentor the development of Help Desk team including personnel evaluations, disciplinary actions, and training plans.
3. Develop, execute, and hold staff accountable for policies and procedures that include incident identification, documentation, assignment, management, and escalation.
4. Identify, recommend, and develop end user and Help Desk staff knowledge articles, guides, and training to increase self-sufficiency.
5. Track and analyze trends in Help Desk requests; generate reports to identify problem areas.
6. Build customer experience objectives into team and individual goals to ensure accountability.
7. Perform IT asset audits and requested by internal and external audit teams.
8. Schedule Help Desk staff to ensure coverage of phone calls, open tickets, and requests are being completed in a timely fashion.
9. Monitor tickets and requests and ensure they are being completed within Service Level Agreements.
10. Communicate with end-users regarding tickets and service requests.
11. Manage and maintain processes for IT inventory, purchasing, procurement, and deployment of laptops, desktops, monitors, printers, etc.
12. Coordinate and/or perform fixes for desktop and laptops including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
13. Responsible for coordinating desktop and copier deployments in accordance with lease and equipment refresh cycles.
14. Manages buy back process for all old equipment and ensures proper device sanitation.
15. Collaborates with network technicians and managers to ensure efficient operation of County's desktop computing environment.
16. Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
17. Liaises with third-party support and computer equipment vendors.
18. Performs all other duties as assigned.

Other Duties of Job:

1. Other duties as assigned by management.
2. Attend meetings and training as required.

Minimum Experience, Education, & Training Requirements:

A. Education/Training:

• Graduation from an accredited community college, college, or university, with an Associate's or Baccalaureate degree in Information Systems Technology or related field.
• Or certification in Information Systems with emphasis on operating systems and networking and/or combination of education and experience.

B. Work Experience:

• One year as Tier 1 Technician or Help Desk or other equivalent experience in an IT-related field.

Dauphin County is an equal opportunity employer and is committed to an inclusive workplace free of discrimination and harassment. Dauphin County prohibits discrimination and harassment of any type and affords equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local laws.