Haverford College seeks to hire a full time (37.5 hours), exempt, benefits eligible IT ProDesk Manager.
Under general direction of the Director of Client Services, the IT ProDesk Manager is responsible for coordinating the training, scheduling, and services associated with the ProDesk Service, with a focus on acute system help and general client care, along with medium to long term projects focused on improving the College community’s desktop computing environment.
Essential Functions & Primary Responsibilities:
Following generally accepted best practices in customer service and IT support:
- Support faculty, staff, students, guests of the College, and other members of the Haverford and Tri-Co community in their use of supported desktop, laptop, and mobile computing platforms and software.
Coordinate and staff ProDesk operations as the single point of contact for members of the community who interact with Instructional and Information Technology Services (IITS). This includes:
- Monitoring IITS IT Service management software
- Scheduling staff who work shifts to cover ProDesk phone
- Hiring, training, work assignments, and supervision of student workers
- Development and maintenance of appropriate documentation to support ProDesk operations
- Providing technical leadership and assistance to ProDesk staff as necessary to resolve second-tier or especially difficult technical issues
- Refining and managing ongoing computing and information gathering processes and documentation
- Serve as a communication point with the College community in the event of planned or unplanned outages, new services, or other communication needs.
Primary administrator of Apple device management and secondary support to Windows device management. Including image and software package creation, testing, deployment.
Use available data to analyze support metrics and recommend improvements to the existing computing environment that reduce workload, improve the user experience, and meet other priorities as identified by the Director of Client Services.
Maintain necessary certifications on Microsoft, Apple, and other supported platform technologies, as assigned, to ensure a high level of excellence in service.
Carry, pack or unpack, assemble or disassemble, connect or disconnect, configure or reconfigure and install desktop computers and related hardware.
Assist in the organization and coordination of instructional/educational best practice events for colleagues and clients.
Develop and participate in professional development activities.
Perform other related duties and projects as assigned.
Line of Report:
This position reports to the Director of Client Services; the IT Support Specialists and Support Representative report to the IT ProDesk Manager.
Education, Training, & Experience:
- Three or more years of professional technical support experience in positions of increasing responsibility is required.
A bachelor’s degree (or expected completion within one year of employment)in an information technology field, or a related field with additional professional experience is required.
Experience supporting clients in the use of installed or portable technology.
Technical experience with Apple and Microsoft desktop platforms and at least one smartphone technology. This includes demonstrated proof of at least one independently issued professional technical certification (that includes a testing component) with ongoing maintenance as needed. This requirement is waived for one year for existing employees who transfer into this role.
Demonstrate ability and desire to manage a small IT staff.
Demonstrated excellent organizational, client contact/communication, reading, writing, and spoken English skills. Demonstrated understanding of, sensitivity to, and respect for the academic, cultural, and social diversity in the Haverford community.
- Ability and desire to manage a large pool of student workers.
Experience in a higher education setting.
Experience with jamf, SCCM or other device management software.
Experience working with a diverse customer base.
Experience in compliance with applicable laws, best practices, policy principles related to FERPA, Fair Use, and intellectual property.
Formal project management training and/or experience.
Experience with WebHelpDesk or other work ticket management software.
Physical Demands and Environmental Conditions Required of this Position
- Lifting (to exert strength to move objects from one place to another):
Pulling (to exert force upon an object to move or change its direction: up to three hours
- Sedentary Lifting: (0-10 pounds) three to six hours
Light Lifting (10-20 pounds): up to three hours
Moderate Lifting (20-50 pounds): up to three hours
Heavy Lifting (50 to 100 pounds): up to three hours
Pushing (to draw an object toward oneself to move or change its direction): up to three hours
Carrying (to hold objects while moving entire body): up to three hours
Reaching or working above shoulder (to extend arms upward or outward away from body): up to three hours
Walking (to move entire body in erect position): Up to three hours
Standing (to maintain body in erect posture in stationary position): Up to three hours
Sitting (to rest weight on buttocks and back of thighs with legs bent at knees): three to six hours
Crouching/Stooping (to bend upper body forward while fully flexing knees): Up to three hours
Kneeling (to maintain upper body in erect position while resting knees on ground): up to three hours
Climbing (to ascend or descent heights using ladders, scaffolding, stairs, poles, inclined surfaces): up to three hours
Twisting (to rotate upper body while feet remain stationary): up to three hours
Driving (operating a motor vehicle, crane, tractor, forklift, etc.): Up to three hours
Exposure Limitation (i.e., cold water, dust, gas, fumes, extreme temperatures): up to three hours
To Apply: Interested applicants should visit the appropriate link below to complete an application, to include a cover letter, resume, and the names and contact information of three (3) references. The application deadline is Friday, June 29, 2018. Please note that not including the requested documents with you application may result in failure for consideration.
Internal Applicants: Please visit the career worklet on your Workday home page to search for this position.
External Applicants: Please visit https://haverford.wd1.myworkdayjobs.com/en-US/External/job/Haverford-Campus/ProDesk-Manager_R123
Haverford College has a longstanding commitment to diversity rooted in values of inclusion and social justice, a commitment reflected in the academic program, lived experience, and composition of the College community. Haverford welcomes applications from candidates who share these values and who will contribute to the College’s educational mission.
Haverford College is an Affirmative Action and Equal Opportunity Employer.