Help Desk Manager

School/Division: Maurice A. Deane School of Law
Office: Information Technology Services
Full-Time or Part-Time: Full-Time
About Hofstra Hofstra University is a nationally ranked and recognized private university in Hempstead, N.Y. that is the only school to ever host three consecutive presidential debates (2008, 2012 and 2016). At Hofstra, students get the best of both worlds. Our campus is a leafy oasis just a quick train ride away from New York City and all its cultural, recreational and professional opportunities. We offer small classes and personal attention, with the resources, technology and facilities of a large university. Students can choose from more than 160 undergraduate program options and 165 graduate program options in the liberal arts and sciences, education, health professions and human services, the Peter S. Kalikow School of Government, Public Policy and International Affairs, the Fred DeMatteis School of Engineering and Applied Science, the Frank G. Zarb School of Business, the Lawrence Herbert School of Communication, the Maurice A. Deane School of Law, the Hofstra Northwell School of Nursing and Physician Assistant Studies, and the Donald and Barbara Zucker School of Medicine at Hofstra/Northwell. Hofstra University is a dynamic community of more than 11,000 students from around the world who are dedicated to civic engagement, academic excellence and becoming leaders in their communities and their careers. Hofstra University is an equal opportunity employer committed to fostering diversity in its faculty, administrative staff and student body. We especially encourage women, people of color, members of the LGBTQ+ community, veterans and people with disabilities to apply.
Description: The Maurice A. Deane School of Law at Hofstra University invites applications for the position of Help Desk Manager in its Information Technology Services department.

Reporting to the Senior Director of Information Technology Services, the Help Desk Manager’s responsibilities include, but are not limited to:

• Oversee the day to day operations of the help desk, provide phone, email, walk-in and field technical support to end users for issues associated with desktop computer hardware, software, mobile devices, and printers.
• Provide excellent hardware/software/audiovisual support to students, faculty, and staff; update these users on requests; and work collaboratively to ensure the smooth operations of the Law School Help Desk Office.
• Supervise, train and delegate tasks to part-time student assistants, escalate certain complex technical problems through a defined escalation process, implement and support various customer service applications, including the automated classroom lecture capture system, and oversee the law school’s help desk request tracking system.
• Assist with hardware/software upgrades, troubleshooting and the day to day classroom technology setups.
• Update and create documentation for help desk policies and procedures, training, and application support.
• Other duties as assigned.

Hours: Monday – Friday, 9:00am – 5:00pm. Some nights are required.
Qualifications: Required:

• Bachelor's degree.
• A minimum of two years' experience in an IT help desk environment is required.
• Experience in successfully tracking and managing a large volume of simultaneous tasks, projects, or requests
• Strong organizational and communication skills, attention to detail, motivation, efficiency, and self-direction.
• Extensive troubleshooting abilities on Windows-based and Apple products.
• Experience working with audio/visual technology.
• Demonstrated ability to exercise good judgment and must absolutely be reliable.
• The ideal candidate will possess a genuine love of learning, commitment to approaching problems collaboratively, and the capacity to consider and implement both short-term solutions and long-term strategic plans.

Preferred:

• Experience in an academic setting supporting faculty, staff, student and administrative users.
• Supervisory experience.
• Prior experience in a high-volume help desk environment.
• Experience with Service Now, Bomgar, lecture capture software, and Zoom.
• Conversant in productivity applications for both Microsoft and Apple products.
• Project management experience.
Application Instructions: For consideration, please send a resume, cover letter and salary requirements to Jackson T. Snellings, Senior Director of Information Technology Services,
email: LawSchoolJobs@hofstra.edu.
Please include “Help Desk Manager” in the subject line. Review of applications will continue until the position is filled.
Voluntary Self-Identification All applicants are invited to complete the three (3) voluntary self-identification forms
Deadline: Open until filled
Date Posted: 04/18/2022
Posting Number: 897469-21

Hofstra University is an equal opportunity employer, committed to fostering diversity in its faculty administrative staff and student body, and encourages applications from the entire spectrum of a diverse community.