Help Desk Manager

Posting Details

Posting Summary

Working Title

Help Desk Manager

Role Title

Info Technology Specialist II

Role Code

39112-SW

FLSA

Exempt

Pay Band

Position Number

28600081

Agency

Virginia Western Community College

Division

Virginia Western Community College (Div)

Work Location

Roanoke (City) - 770

Hiring Range

$56,051 to $90,000

Emergency / Essential Personnel

EEO Category

B-Professional

Full Time or Part Time

Full Time

Does this position have telework options? -Telework options are subject to change based on business needs-

Does this position have a bilingual or multilingual skill requirement or preference?

Work Schedule

Monday-Friday 8am-5pm

Sensitive Position

Job Description

Virginia Western Community College is a two-year public institution of higher education operating under the Virginia Community College System, a statewide system of community colleges.

The College operates under the policies established by the State Board for Community Colleges and the Virginia Western Community College Local Advisory Board.

Virginia Western is located on a 70-acre campus in southwest Roanoke, VA. The service region of the College includes Roanoke, Salem, Roanoke County, Craig County, Franklin County, and southern Botetourt County.

The College was established in 1966 and has grown from an initial enrollment of 1,352 to its current annual enrollment of over 9,000 students in credit courses and more than 1,400 enrollments in fast-track workforce and continuing education courses.

Virginia Western Community College ( VWCC ) is accepting applications for a Help Desk Manager position (Information Technology Specialist II) in the Information and Educational Technologies ( IET ) Department.

The Help Desk Manager position provides leadership and oversight of the Help Desk unit and will supervise a team of 4 full-time Information Technology Specialists and possibly part-time student positions responsible for providing top-level customer service and technical support for users in a Microsoft Windows based enterprise environment, user security access, and procurement.

These service offerings include Microsoft Office 365 Cloud Services, commercial and internal application software, desktop and mobile computing device use, printing, wired and wireless networking, telephony and email services to faculty, staff and student customers.

The Help Desk Manager position reports to the Director of IET and works collaboratively and strategically with IET department managers to deliver services in alignment with industry, VWCC , Virginia Community College System, and Virginia Information Technology Agency best practices, standards and guidelines.

The position will manage the tier-one service support team and guide Help Desk staff toward proper assessment and coordination, ensuring appropriate initial information gathering and scoping occurs;

routinely monitor the progress of tier-one service requests, provide technical knowledge and training to grow the capabilities of Help Desk staff and approve escalation actions as needed.

The position will communicate with leaders in other areas of IET to provide timely and relevant information; participate as a team resource;

participate in Help Desk and IET projects as a team lead and member; and, participate in the department purchasing and budget process as needed.

This position will manage the organization of the IET department's documentation and knowledge base for IET staff, as well as employees and students.

The Help Desk manager coordinates Help Desk staff training and IT orientation for Virginia Western users in support of IET service offerings;

develops communications and presentations to IET staff and users in support of IT operations; and, serves as a member of the college's security incident response and disaster preparedness and security team.

This position works with college web team and internal stakeholders to manage IET web site content used for training and end user support.

Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

KSA's / Required Qualifications

Demonstrated experience illustrating a robust technical background. Substantial experience assisting users with technology-related needs and questions.

Experience using Microsoft Office business applications as well as providing user support on these applications. Experience providing support for mobile and desktop computing in an enterprise setting.

Experience in computing and information security, including experience with Internet technologies, wireless technologies, and security issues.

Experience communicating information security-related concepts to a broad range of technical and non-technical staff. Experience leading IT-related projects and processes.

Experience developing and documenting IT processes and procedures within an IT environment. Experience building effective working relationships, as well as communicating and collaborating across functional areas to define and achieve common goals.

Additional Considerations

Experience assisting users with technology-related needs and questions, specifically in a Help Desk environment. Experience supervising and evaluating staff.

Experience in the development and management of a Help Desk environment. IT certifications that demonstrate advanced expertise in network management, security and project management.

Operation of a State Vehicle

Supervises Employees

Required Travel

Posting Detail Information

Posting Number

CLS 3375P

Recruitment Type

General Public - G

Number of Vacancies

Position End Date (if temporary)

Job Open Date

10 / 22 / 2024

Job Close Date

11 / 04 / 2024

Open Until Filled

Agency Website

https : / / virginiawestern.edu

Contact Name

Lindsey Weston

Email

[email protected]

Phone Number

540-857-7305

Special Instructions to Applicants

Selected applicant will be subject to criminal history, driving, and credit background checks. Documents verifying your identity and authorization to work in the United States must be presented upon employment.

Only complete, on-line applications will be accepted. Applicants MUST complete all applicable sections of the application in order for online application materials to receive full consideration during the recruitment process.

Submission of online application must also include a resume and cover letter. Transcripts and / or an "other" document, such as a letter of reference or additional transcripts, are optional and may be included as part of the online application process.

Incomplete on-line applications will not be accepted. Materials submitted via regular e mail attachment, postal mail, fax, or in person in lieu of the online application will not be considered.

All documents must be received by 11 : 59 pm ( EST ) on the closing date.

This position is being filled competitively. In order for individuals with disabilities to be given preference for this opportunity under the Alternate Hiring Program, applicants will need to provide their Certificate of Disability ( COD ) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services ( OARS ).

For veteran preference, or veterans with disabilities, veterans are encouraged to answer veteran status questions on the application and may be required to submit form D0214 to certify a veteran status.

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services ( DARS ), or the Department for the Blind & Vision Impaired ( DBVI ).

Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link : https : / / www.

dars.virginia.gov / drs / cpid / PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155

Additional Information

Background Check Statement Disclaimer

The selected candidate's offer is contingent upon the successful completion of a criminal background investigation, which may include : fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment).

Additionally, selected candidates may be required to complete the Commonwealth's Statement of Economic Interest. For more information, please follow this link : http : / / ethics.dls.virginia.gov /

EEO Statement

The Virginia Community College System, anEEOemployer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce.

Therefore, theVCCSis committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications.

We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.

ADA Statement

TheVCCSis anEOEand Affirmative Action Employer. In compliance with the Americans with Disabilities Acts ( ADA and ADAAA ), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.

E-Verify Statement

VCCSuses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.

Quicklink for Posting

https : / / jobs.vccs.edu / postings / 78441