Essential Functions of the position are detailed below, and include any physical requirements below that. Team Management & Leadership: o Lead, mentor, and manage a team of 3 Help Desk employees and 5 Field Operations Technicians. o Responsible for coaching, supervising, training, and professional development of staff. o Ensure that team members are properly trained and equipped to handle IT support issues at various levels. o Conduct regular one-on-one meetings with staff to discuss performance, provide feedback, and set clear objectives. o Foster a collaborative team environment that prioritizes excellent customer service and efficiency. Help Desk Operations (Level 1-2 Support): o Oversee the daily operations of the Help Desk, ensuring that tickets are handled in a timely and efficient manner. o Monitor ticket volume and escalate complex issues to the appropriate resources or Field Operations Technicians. o Maintain and track performance metrics, ensuring SLA compliance for response and resolution times. o Support the development of knowledge base articles and troubleshooting guides for common issues. Field Operations & Onsite Support (Level 3 Support): o Manage and coordinate the team of 5 Field Operations Technicians responsible for on-site IT support. o Ensure that the Field Ops team provides timely and effective support for hardware, network, and infrastructure issues on-site. o Oversee the deployment, setup, and maintenance of laptops and peripherals, ensuring that all devices are properly configured and delivered to end-users. o Collaborate with the Field Operations team to identify recurring technical issues and implement solutions to minimize downtime. Vendor Management & Inventory Control: o Manage the procurement, inventory, and tracking of IT assets, including laptops, peripherals, and other hardware. o Maintain relationships with third-party vendors and service providers to ensure timely and cost-effective procurement and support. o Oversee the deployment of new hardware to employees and ensure equipment is properly registered and configured. Incident & Problem Management: o Ensure incidents are managed effectively, with a focus on root cause analysis and long-term solutions. o Coordinate with other IT departments and external partners as necessary to resolve complex issues. o Lead post-incident reviews and implement changes to prevent recurring issues. User Training & Support: o Provide guidance and assistance to end-users for resolving IT-related issues and ensure the Help Desk team delivers high-quality customer support. o Develop and conduct training sessions for staff on new technologies, tools, or procedures. o Provide regular reports on team performance, including response times, resolution times, customer satisfaction, and ticket trends. o Identify opportunities for process improvements, automation, and workflow optimization. o Stay updated on the latest industry trends and emerging technologies to enhance service delivery and team effectiveness. PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned. X Kneel and move from sitting, bending, kneeling or standing multiple times a day.X Push and pull objects up to 25 pounds.X Climb up and down up to 5 flights of stairs at a time. X Lift up to 25 pounds. Other Requirements Comply with program and/or Agency requirements related to (check all that apply). X Background check, including any program specific requirements. Physical examination TB Testing Drug Testing X Driver's License and reliable transportation X Agency-specified automobile insurance Immediate Supervisor: Vice President of Information TechnologyDirectly Supervises: Senior Help Desk Technician, Help Desk Technician II, Senior Field Technician, Field Technician II Education and Experience Requirements: Qualifications and Skills: Preferred: Bachelor's degree in Information Technology, Computer Science, or a related field * 5+ years of experience in IT support, with at least 2 years in a leadership or management role. * Proven experience managing Help Desk or Field Operations teams. * Strong knowledge of ITIL practices, Help Desk ticketing systems, and remote desktop tools. * Experience with hardware troubleshooting, including laptops, peripherals, and network devices. * Strong communication, organizational, and leadership skills. * Ability to manage multiple tasks, prioritize effectively, and meet deadlines. * Excellent problem-solving and analytical abilities. * Experience with asset management and vendor coordination is a plus. * Certification in ITIL, CompTIA A+, or Microsoft certifications (preferred). Minimum: Bachelor's degree in Information Technology, Computer Science, or related field * 3+ years of experience in IT support, with at least 1 year in a leadership or management role. * Proven experience managing Help Desk or Field Operations teams. * Strong knowledge of ITIL practices, Help Desk ticketing systems, and remote desktop tools. * Experience with hardware troubleshooting, including laptops, peripherals, and network devices. * Strong communication, organizational, and leadership skills. * Ability to manage multiple tasks, prioritize effectively, and meet deadlines. * Excellent problem-solving and analytical abilities. Relevant Education:Preferred: Bachelor's DegreeMinimum: Associate's Degree Relevant Experience:Preferred: 2-4 YearsMinimum: 1-2 Years Certification/Licensure:Preferred: ITIL, CompTIA A+, or Microsoft certificationsMinimum: N/A