Desktop Support Manager in Canton, New York at UNITED CEREBRAL PALSY ASSOCIATION OF THE NORTH COUNTRY

REPORTS TO: Chief Executive Officer

PAY RANGE: $64,000 - $76,800 per year

WORK SCHEDULE: Monday - Friday, 8:00 a.m. - 4:00 p.m. While this is the primary schedule, day-to-day variation may be required to support the needs of the organization. Primarily weekdays, with occasional evening or weekend needs. No holidays. Full-time, 37.5 hours weekly.

POSITION SUMMARY: The Desktop Support Manager is responsible for the leadership, coordination, and continuous improvement of end-user technology support services across the organization. This position oversees Desktop Support staff and ensures the effective operation of desktop computing, telecommunications, printers, and business applications that support clinical, administrative, and residential service delivery. The Desktop Support Manager promotes high-quality customer service, timely issue resolution, and reliable technology systems that enable staff to fulfill the organization's mission.

EXAMPLES OF RESPONSIBILITIES:

1. Responsible for the supervision and development of Desktop Support staff.

a. Supervises Desktop Support staff, including performance management, coaching, training, development, evaluations, and progressive discipline as needed.

b. Creates and adjusts staff schedules to ensure adequate Desktop Support coverage during business hours and on-call support as required.

c. Trains and develops Desktop Support staff in the execution of hardware, software, and user support functions.

d. Maintains competency and enhances professional growth and development through continuing education, training, and professional conferences.

2. Responsible for the delivery and oversight of Desktop Support services.

a. Ensures users receive efficient and timely first- and second-level technical support.

b. Monitors the ticketing system and follows up with assigned staff to ensure timely resolution of support requests and technical issues.

c. Maintains a centralized knowledge base and support resources to facilitate efficient problem resolution and service restoration.

d. Implements processes and best practices to improve overall customer support and service delivery.

e. Is accountable for meeting established Service Level Agreements (SLAs) for systems infrastructure and support services.

3. Responsible for the administration and support of end-user technology systems.

a. Oversees the deployment, configuration, and support of desktop hardware, software, and user accounts.

b. Ensures staff are trained to provision and maintain user access to required systems and resources, including electronic health records, dental applications, printers, shared drives, timekeeping systems, intranet resources, and other business applications.

c. Manages Desktop Support staff in the deployment, maintenance, troubleshooting, and support of the organization’s printer fleet.

d. Oversees support for line-of-business applications and coordinates escalated support activities with vendors and other technical support resources as needed.

e. Provides staff support for projects and administrative activities related to desktop computing, wide area networks, local area networks, and telephony systems.

4. Responsible for incident management, problem resolution, and service improvement.

a. Monitors recurring issues, identifies problem trends, and ensures root-cause analysis and troubleshooting efforts are completed until permanent solutions are implemented.

b. Invokes escalation procedures and coordinates recovery efforts during system outages or service interruptions to minimize operational disruption.

c. Assists in the development and implementation of quality improvement initiatives for Information Technology services.

d. Collaborates with other departments to coordinate work processes, projects, and technology-related initiatives.

5. Responsible for reporting, metrics, and operational analysis.

a. Develops and presents reports to senior management regarding ticket volumes, response times, resolution metrics, and service levels.

b. Ensures daily, weekly, and monthly operational statistics, status reports, and graphical reporting tools are completed and maintained.

c. Analyzes service metrics and operational data to identify opportunities for process improvement and resource optimization.

6. Performs other related duties as assigned by the supervisor or IT Director.

REQUIREMENTS:

1. Bachelor’s degree in computer science or related discipline or equivalent combination of education and experience required.

2. Five years or more of experience managing a support desk team.

3. A+ Certification preferred.

4. Demonstrated management and decision-making skills concerning IT policies, processes, and procedures.

5. Ability to manage multiple high-priority initiatives in a fast-paced, highly technical environment.

6. Ability to analyze and assess problems and unusual situations and develop solutions, as well as organize and execute work logically.

7. Knowledge of the healthcare industry and the role of IT in healthcare is preferred.

8. Advanced skills in personal computer word processing, spreadsheets, databases, DOS, and Windows.

9. Willingness to be on-call and work evenings and weekends when necessary.

10. Excellent verbal and written communication skills with the ability to communicate technical information to non-technical users.

11. Heavy work; ability to frequently lift 25 – 50 lbs. to move and carry computer equipment.

12. Excellent hand-eye coordination and excellent hand and finger dexterity, including the ability to grasp objects.

13. Ability to sit for long periods of time.

14. Ability to tolerate extensive exposure to a computer monitor/screen.

15. Ability to tolerate extensive use of the computer keyboard.

Cerebral Palsy Association / Community Health Center of the North Country offers eligible employees excellent, affordable benefits options. Options include medical, dental, and vision insurance, Flexible Spending Account (FSA), Term Life/AD&D insurance, long-term and short-term disability, 401(k), and other elective programs. We also offer generous time off, including vacation, personal, and sick time, as well as paid holidays.