[teknoids] Law School Help Desk Manager position

Courtney L. Selby Courtney.L.Selby at hofstra.edu
Tue Mar 26 18:05:58 EDT 2019

**Please excuse cross-posting**
The Maurice A. Deane School of Law at Hofstra University invites applications for the position of Help Desk Manager in its Information Technology Services department. Reporting to the Director of Information Technology Services, the Help Desk Manager is responsible for overseeing the day to day operations of the help desk, providing phone, email, walk-in and field technical support to end users for issues associated with desktop computer hardware, software, mobile devices, and printers. The Help Desk Manager interacts within a fast-paced help desk environment, servicing the entire Law School Community. The successful candidate will be able to provide excellent hardware/software/audiovisual support to students, faculty, and staff; update these users on requests; and work collaboratively to ensure the smooth operations of the Law School Help Desk Office.

The Help Desk Manager is responsible for supervising, training and delegating tasks to part-time student assistants, escalating certain complex technical problems through a defined escalation process, implementing and supporting various customer service applications, including the automated classroom lecture capture system, and overseeing the law school's help desk request tracking system. The Help Desk Manager also assists with hardware/software upgrades and troubleshooting and the day to day classroom technology setups. The Help Desk Manager will update and create documentation for help desk policies and procedures, training, and application support. Other duties as assigned. Some nights are required.

The ideal candidate is a self-motivated learner, has a commitment to approaching problems collaboratively, and the capacity to consider and implement both short-term solutions and long-term strategic plans. The successful candidate will also demonstrate the ability to exercise good judgment and must absolutely be reliable.

Required Skills: Bachelor's degree is required. A minimum of two years of experience in an IT help desk environment is required. Experience in successfully tracking and managing a large volume of simultaneous tasks, projects, or requests; strong organizational and communication skills; attention to detail; motivation, efficiency and self-direction; extensive troubleshooting abilities on Windows-based and Apple products; experience working with audio/visual technology.

Preferred Skills: Experience in an academic setting supporting faculty, staff, student and administrative users; experience in supervision; prior experience in a high-volume help desk environment. Experience with Service Now, Bomgar, lecture capture software, and Zoom; conversant in productivity applications for both Microsoft and Apple products. Experience with project management.

Application instructions can be found at:

Courtney Selby, JD, MLIS | Associate Dean for Information Services, Director of the Law Library and Professor of Law | Maurice A. Deane School of Law at Hofstra University Law Library
122 Hofstra University | Hempstead, NY 11549 | 516-463-5901 | lawcls at hofstra.edu<mailto:lawcls at hofstra.edu>

Not everything that can be counted counts, and not everything that counts can be counted.
- William Bruce Cameron


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