MARICOPA COMMUNITY COLLEGE DISTRICT JOB DESCRIPTION

TITLE: MANAGER HELP DESK

GRADE: 15

JOB CODE: 00966

FLSA: MANAGEMENT

Job Summary

Directs Help Desk function and supports college/district operations. Prepares specifications for the development and maintenance of systems and procedures. Serves as a liaison to outside vendors of processing services. Develops or help prepare user requirements for new systems.

Scope

This position works in the area of Information Technology Services. Work contacts include administrators, faculty, staff and vendors. Equipment used includes a full range of computer equipment.

Supervision Received

This position reports to as assigned administrator; receives general direction regarding routine and standard matters and specific instructions regarding non‑routine and sensitive matters.

Supervision Exercised

Supervises Help Desk operations, Help Desk Analysts, interns and student workers. Provides consultative direction to users of computer systems throughout the District and colleges.

Representative Duties

Researches, evaluates and advises on new technologies to meet user's needs; recommends equipment and software purchases; directs system and operations support relative to the maintenance and enhancement of all operating systems; reviews user requirements for changes to existing systems or development of new systems; develops or helps prepare user requirements; reviews changes to existing procedures for user operating manuals; maintains liaison with all divisions to keep abreast of policy and procedure changes; negotiates vendor agreements and ensures service level agreements are met; represents the department on task forces and cross functional teams; trains assigned staff; prepares bid specification and proposals; develops and administers budget; performs related duties as assigned.

Knowledge and Abilities

Knowledge of: college/district operations; computer hardware and software for large computer systems, microcomputers, personal computers and workstations; educational and administrative computer applications; wide‑area network and local‑area network; network operating systems; telecommunications equipment.

Ability to: read and interpret technical manuals and specifications; train and direct the work of assigned staff; organize work schedules; research, evaluate and recommend information technologies in relation to the District's or college's needs; write user documentation and manuals in easily understood terms; organize office procedures and maintain accurate records; develop and administer budgets and major projects; communicate effectively orally and in writing and establish cooperative working relationships with persons contacted in the course of performing assigned duties.

Training and Experience

Any combination of education, training, and experience that provides the required knowledge and abilities. An example of this would be a college degree in Computer Science or a related field and/or experience in the use of information technologies including training or coordination of others' use of them.

Special Conditions of Employment

Some positions require a Class D driver’s license.

Working Conditions

This class specification is intended to indicate the basic nature of positions allocated to the class and examples of typical duties that may be assigned. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.