Help Desk Manager jobs in Ontario, CA

Manager, Help Desk Services (Information Services)- District



Interested candidates must apply by the deadline listed below by 8:00 p.m., Pacific Standard Time. 02/13/2024

Department: Information Svcs (D)
Position Type: Classified Management/Supervisor
College/Campus: District
Physical location of the position: District
Employment Type: Full-Time
Position Length: 12-month
Salary Range: Grade R
Salary Amount: $114,981 - $139,985
Salary Type: Annual

Job Description

BASIC FUNCTION: Under the direction of the Associate Vice Chancellor, Information Technology and Learning Services or appropriate administrator, manages and oversees the District's Help Desk team supporting the District and colleges; ensures the timely and effective resolution of IT-related issues for employees and students; and applies technical support background to develop and promote a customer focused culture of service excellence.

SUPERVISORY RESPONSIBILITIES: Supervises, evaluates, and directs the activities of assigned staff.
Education: Education and Experience: a bachelor's degree from an accredited college or university in information technology, computer science, business or public administration, or a related field, and four (4) years of experience serving in an information technology support role or function; or an equivalent combination of education, training, and/or experience. Lead or supervisory experience providing Tier 1 support is highly desired.

Experience:
Knowledge Of:

1. Current and emerging theories, applications, techniques, and methods of IT management and systems as well as educational information technology infrastructure and applications.
2. Strategic, operational, and tactical planning for IT infrastructure and systems.
3. Principles and techniques of budgeting, budget reporting, and financial management.
4. Principles of employee evaluation, staff development, employee relations, and concepts of progressive discipline.
5. Principles of staff and end-user training and support services, including documentation, on-line, and classroom instruction.
6. Telecommunications equipment and protocols.
7. IT networking standards and best practices.
8. Information security best practices.
9. Customer service standards, practices, techniques, and procedures.
10. Principles of leadership, management, and supervision.
11. Oral and written communication skills, including public speaking and presentation.
12. State, federal, and international laws and regulations affecting information technology and systems.

Ability To:
1. Interpret and apply District policies and procedures, and state, federal, and international laws and regulations, as applicable.
2. Establish and maintain effective relationships with employees, students, and others.
3. Provide leadership, direction, and training for the information technology services of the District, make decisions, and be held accountable for the results.
4. Analyze complex technical, instructional, and administrative information to identify relevant issues and recognize alternatives and to formulate logical and objective resolutions.
5. Develop and recommend modifications to hardware/software, staffing, budget, program dimensions and boundaries.
6. Express difficult and complex concepts clearly and concisely, both orally and in writing.
7. Communicate networking procedures and requirements to users.
8. Analyze problems in computer operations and communications techniques.
9. Plan and organize work.
10. Demonstrate clear evidence of sensitivity and understanding of the diverse academic, socio-economic disability, and ethnic backgrounds of students, staff, and the community.



Licenses/Certifications: Licenses and Certifications: A valid driver's license and proof of insurability may be required to drive a District or personal vehicle.
Other: PHYSICAL DEMANDS:

Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 15 pounds. Employees in this position will be required to travel.

The functions of this classification must be performed by the incumbents with or without reasonable accommodations.

ENVIRONMENTAL CONDITIONS

Employee works in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employee may interact with upset individuals in interpreting and enforcing departmental policies and procedures.

CONTACTS: Co-workers, other departmental employees, managers, project leads, and vendors/consultants.

The Riverside Community College District is an equal opportunity employer and recognizes the need to provide reasonable accommodation for employees with disabilities. For more information, contact (951) 222-8039.

Duties and Responsibilities:

REPRESENTATIVE DUTIES: The duties listed below are only intended as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class.

1. Oversees the day-to-day operations of the RCCD IT Help Desk; ensures prompt responses and resolutions to support requests, minimizing downtime and disruption; establishes and monitors key performance metrics for the Help Desk, in order to improve response time and/or resolve systemic issues; configures and manages the Help Desk ticketing system, ensuring tickets are categorized, prioritized, routed, and escalated as necessary.
2. Leads and mentors a team of Help Desk technicians to provide higher quality, Tier 1 support; organizes training sessions to ensure the team stays current with the latest technologies and best practices; conducts regular performance evaluations, offering feedback and opportunities for growth.
3. Fosters a service-oriented environment that values promptness, courtesy, and effective resolution of incidents; fields and addresses any escalated issues, ensuring user satisfaction; collects and analyzes feedback from users to continually enhance support services.
4. Works closely with other RCCD IT units to ensure seamless integration and prompt resolution of cross-functional issues; and participates in IT projects to represent the Help Desk perspective and needs.
5. Develops and update Help Desk procedures to ensure efficient operations and service delivery; curates and maintains the RCCD IT Knowledgebase and self-service/Tier 0 support; ensures compliance with institutional policies, as well as local, state, and federal regulations related to IT support.
6. Manages the Help Desk budget, ensuring effective allocation of resources; continually assesses the need for new tools and technologies, making purchasing recommendations as necessary.
7. Maintains a friendly and supportive atmosphere for students, employees, and the public.
8. Performs other related duties, as assigned; specific duties not listed does not exclude them for this classification if the work is similar or related.



CONDITIONS OF EMPLOYMENT:

This is a Classified Management position with vacation, 22 days annually; and paid accruable sick leave, 12 days annually. A pro-rata reduction will be made for employees working less than full-time and less than 12 months. The District provides a health and welfare benefit package for employees and legal qualifying dependents.

The work location and assignment within a job classification is determined by the District and may be subject to change.

All offers of employment will be contingent upon the availability of funds and approval by the Board of Trustees.

The Riverside Community College District is an equal opportunity employer and recognizes the need to provide reasonable accommodations to employees with disabilities. For more information, contact (951) 222-8039.

The Riverside Community College District complies with all federal and state rules and regulations and does not discriminate on the basis of ethnic group identification, national origin, religion, age, gender, gender identity, gender expression, race, color, ancestry, genetic information, sexual orientation, physical or mental disability, or any characteristic listed or defined in Section 11135 of the Government Code or any characteristic that is contained in the prohibition of hate crimes set forth in subdivision (1) of Section 422.6 of the California Penal Code, or any other status protected by law. This holds true for all District employment opportunities. Inquiries regarding compliance and/or grievance procedures may be directed to the District's Title IX Officer/Section 504/ADA Coordinator. Harassment of any employee/student with regard to ethnic group identification, national origin, religion, age, gender, gender identity, gender expression, race, color, ancestry, genetic information, sexual orientation, physical or mental disability, or any characteristic listed or defined in Section 11135 of the Government Code or any characteristic that is contained in the prohibition of hate crimes set forth in subdivision (1) of Section 422.6 of the California Penal Code, or any other status protected by law, is strictly prohibited. The Title IX Officer, Section 504/ADA Coordinator for the District is Ms. Lorraine Jones, located at 3801 Market Street, Riverside, CA 92501. Telephone Number is: (951) 222-8039.
Work Hours/Work Days for Classified and Hourly Positions Only:
Required Applicant Documents: Resume or Curriculum Vitae
Cover Letter
Bachelors or Equivalent Transcript
Other Document:
Optional Applicant Documents: Associate or Equivalent Transcript
Masters or Equivalent Transcript
Other Document:
Effective Employment Date: Anticipated start date: March 2024 or after
Application Deadline: 02-13-2024
Special Comments: IMPORTANT NOTICES:

• It is anticipated that interviews will occur sometime during the 3rd or the 4th week of February.

Please note: The selection process typically concludes within four to six weeks from the closing date. There are, however, exceptions to this general guideline. Status updates will be made throughout the process. Please refer to your account for any updates to the status of your application.

• An electronic, RCCD on-line application must be completed to be considered. All portions of the application must be entirely filled out with all information qualifying an applicant for the position. Only information on the official RCCD application (not resumes) will be considered to determine whether an applicant meets the minimum requirements for the position for which he/she is applying.

• All supporting materials, required or optional, must also be in electronic formats and attached to the electronic, on-line application when applying. Supporting materials are only accepted as Adobe Acrobat (.pdf) or Microsoft Word files and must be less than 2 MB in size.

• An application will not be considered complete unless ALL REQUIRED DOCUMENTS are electronically attached to the application by the Application Deadline date. An incomplete file may subject the candidate to disqualification.

• Paper applications and supporting materials, including letters of recommendation, WILL NOT be accepted! All documents must be submitted electronically with the online application.

• Letters of reference, IF REQUIRED, must be NON-CONFIDENTIAL and submitted electronically when applying on-line.

• Interested candidates must apply by the deadline listed above by 8:00 p.m., Pacific Standard Time.

• The Riverside Community College District does not require testing at the initial application filing period. As you progress through the selection process, you may be required to perform a job-related test based on the needs of the work area for which you are being considered.

Application Types Accepted: Classified/Management/Confidential Application

To apply, visit: https://pa379.peopleadmin.com/applicants/Central?quickFind=61086

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