Manager - IT Help Desk

Job Summary

Under the supervision of the Director of Instructional Technology/eLearning this position coordinates the efficient and effective operations of Help Desk Services for the institution, including work direction and supervision of student workers, along with the coordination of Help Desk Services with other Informational & Instructional Technology staff. This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all Help Desk support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management. The Help Desk Supervisor develops regular reports on Help Desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements, and provides budgetary recommendations to management for service growth and/or improvement. This position serves as the point of contact with third party contractors that provide after-hours Help Desk services.

Responsibilities and Duties

• Supervise Help Desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
• Plan, organize, and direct the work of Help Desk support staff, including Help Desk Technicians and student workers; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties. Train staff in new and existing procedures and develop work schedules.
• Document, track, and report on software and hardware malfunctions; enter detailed description of user’s problems in an assigned database; and prioritize requests and label according to established procedures.
• Train Help Desk staff on areas of responsibility, new technology, and support procedures. Ensure Help Desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.
• Proactively identify process improvement opportunities, including end-user training tools and documentation.
• Monitor Help Desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
• Develop queries to track and follow-up on reported problems; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.
• Provide management reports on Help Desk operations and issues, including recommendations for areas of service or technology improvements.
• Works with management to monitor third party contractors that provide after-hours Help Desk services.
• Performs other duties as assigned.

Qualifications and Skills

Any combination of training and experience equivalent to: graduation from high school supplemented by coursework in computer science and three years of computer-related experience with a wide range of computer software and at least two years of technical customer service work.

Benefits and Perks

• 36-hour work week for a healthy work life balance as well generous paid leave time.
• Health, life, and income protection insurance are provided.
• An excellent retirement program through the Teacher Retirement System. 
• Full Time employees have free use of the college’s recreational/fitness facilities.
• Tuition scholarships are for the employee and dependent children. 
• Compensation for this 12-month position is $48,483.

Kilgore College does not participate in the federal Social Security program. As a result, employees/retirees of the college are subject to the federal Windfall Elimination Provision (WEP) and possibly the Government Pension Offset (GPO) laws. For information on the WEP and the GPO, visit the Social Security Administration's website at http://www.ssa.gov/gpo-wep.

Kilgore College is a two-year, comprehensive public community college with a campus in Kilgore and an extension center in Longview, Texas. With approximately 6,000 students, Kilgore College is a student-centered institution characterized by excellence in teaching and quality learning opportunities. Kilgore College is focused on continually improving their students’ holistic experience leading them to success in life while improving access to higher education and partnering with those who advance the vision of a stronger community culturally, socially and economically.

Vision Statement: We commit to be the higher education institution of choice in Northeast Texas.

Positions will remain open until filled. Teaching positions will be required to submit official transcripts upon an offer of employment. An offer of employment will be contingent upon passing a background check. Federal law prohibits the employment of unauthorized aliens. All persons hired must submit satisfactory proof of employment authorization and identity within three (3) days of being hired. Failure to submit proof within the required time shall result in immediate employment termination. All position appointments are subject to approval by the college's Board of Trustees.

This description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. Kilgore College reserves the right to add, change, amend, or delete portions of this job description at any time, with or with notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by Kilgore College at its discretion to enable individuals with disabilities to perform the essential functions.

Kilgore College is an equal opportunity and affirmative action institution and does not discriminate on the basis of sex, race, color, religion, age, national origin, disability in violation of Section 504 of the Rehabilitation Act or 34 C.F.R. Part 104, veteran’s status or genetic information in its educational programs, employment policies or activities.

Know Your Rights Employment Notice

Employee Rights and Responsibilities Under the Family and Medical Leave Act

All positions are located in Kilgore, TX. No fully remote positions are available at this time. All employees must be available to physically present to work on the Kilgore, TX or Longview, TX Campus.

All positions are considered security-sensitive and subject to a background check pre-employment.

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