Help Desk Supervisor - (Grand Island) in Grand Island, Nebraska For Sale

Description: Experienced IT Leader that is responsible for our internal Help Desk Team and is member of the IT Leadership Team. Essential Job Duties/Functions: Design and implement short- and long-term strategic plans to ensure company desktops and printing meets existing and future requirements. Develop, implement, and maintain policies, procedures, and associated training plans. Manages the monitoring, controlling and solving of problems and technology events that are their responsibility. Ensures that assets are tracked in our asset management system for IT hardware, software, and equipment. Ensure asset management, including maintenance of desktop and printers, life cycle management and related documentation. Establish service level agreements with end users. Provides "ownership" of problem thru final resolution. Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation for IT projects and associated efforts. Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions. Negotiate with vendors, outsourcers, and contractors to secure network products and services. Assess, approve, and administer all equipment, hardware, and software upgrades. Establish and maintain regular written and in-person communications with the organization's executives, decision-makers, stakeholders, department heads, and end users regarding pertinent network activities. Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base. Oversee the administration of user security including AD accounts, permissions, email and other systems. Lead our Help Desk Team. Hire, fire, review, mentor, teach and oversee all aspects of the team. Additional Job Duties: Comply with all Department IT policies and Company Policies. Keep all information and data confidential. Enforce all company software and hardware standards. Other duties as assigned. Supervisory Responsibilities: 6 PC Technicians Education and/or Experience: Four-year university degree or college diploma required, preferably in the field of computer science or other related academic fields. 5 years of relevant work/management experience. Minimum Qualifications: Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments. Experience in interpreting the applicability of local and federal laws/regulations (including data privacy practices and laws) to company operations. Hands-on experience troubleshooting hardware such as PCs, Printers, POS devices, pin pads, and all hardware used at our HQ and store locations. Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles. Demonstrated leadership and personnel management skills. Good understanding of the organization's goals and objectives. Strong interpersonal, written, and oral communication skills. Ability to perform general mathematical calculations for the purpose of creating needs assessments, budgets, and forecasting. Able to conduct research into networking issues and products as required. Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations. Ability to present ideas in a user-friendly language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Strong customer service orientation. Experience working in a team-oriented, collaborative environment. Physical Requirements: The physical demands described here are representative of those that must be met by the Help Desk Supervisor to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodations do not create an undue hardship for the Company. On-call availability. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Occasional inspection of cables in floors and ceilings. Lifting and transporting of moderately heavy objects, such as computers and peripherals.
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