Assistant Director Help Desk and Directory Services

Responsible for management and supervision of the phone and chat-based information technology help desk, the telecommunications customer service area, and the University phone switchboard.

• Manages the phone support unit for the help desk, including hiring and training employees. Responsible for tracking all issues and requests until they have been resolved. Facilitates new workflows, procedures and troubleshooting techniques to ensure a high level of customer service. Oversees the development, testing and maintenance of troubleshooting techniques.
• Analyzes, documents and insures all security risks are handled properly according to University policies and procedures.
• Communicates updates, upgrades, scheduled and unscheduled outages to the University community via email, text, blog and instant message.
• Provides direction to end-users on departmental and University policies governing computer usage and data security.
• Manages the University switchboard, including hiring, training and creating schedules for student employees. Ensures all calls are answered in a professional and timely manner.
• Manages, hires and trains telecommunications employees. Ensures all telecommunication devices are set up correctly and work efficiently. Ensures telecommunications related systems are continuously updated for emergency purposes. Serves as the point of contact for telecommunication requests.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor's degree in related field from an accredited institution.

• Three years' relevant experience.
• Supervisory or lead experience.
• Strong interpersonal, written and verbal communication skills.
• Experience developing policies or procedures.
• Customer service experience.

• Master's degree in related field from an accredited institution.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2019-05-01