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Helpdesk Manager

Company City of Hollywood, FL
Location Hollywood, FL
Update 5 Day ago
Under the general direction of the Director or designee, performs highly responsible technical and administrative work in implementing and managing projects and helpdesk operations. Holder will be required to prioritize the day to day working practices of the team members against varying internal and external needs, whilst ensuring continuous service improvement.

Work involves the responsibility for the acquisition of City wide and department specific application systems and hardware (desktop computers, scanners, printers (stand-alone and networked), etc.). Incumbent has direct contact with multiple vendors in the acquisition of equipment and software. Incumbent may be assigned to special projects.

Reviews technical recommendations for desktop and mobile hardware and peripherals or software purchases to ensure adherence to City established standards.
Develops reports to management providing statistics on the number, types, causes, and resolutions of problems.
Contributes to the disaster recovery processes for operating systems, databases, networks, configuration files, servers and software applications.
Assists in the creation of processes and policies for procedures for network operations and security.
Supervises analysts in the auditing, assetting, installation, configuration, and upgrades of hardware, telephony and peripheral components, and the loading of operating systems and applications.
Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
Ensure adequate continuing education and certification has been met for direct reports.
Establishes priorities and coverage for analysts responding to calls and inquiries from customers to resolve current hardware, telephony, software, and peripheral problems.
Leads troubleshooting efforts for the most complex technical problems, coordinating with the appropriate vendors and groups within Information Technology.
Develop and standardize complex technical procedures to improve efficiency and effectiveness of operations.
Develops knowledge of all City network and support systems in order to provide comprehensive support.
Liaise with others to provide knowledge transfer and assist with the equipment or software selection process to ensure compatibility with City resources.
Monitor and ensure adequate staffing of the helpdesk which may include generating weekly work schedules, job rotation, emergency operation work schedules, assisting with answering calls, and ensuring the vehicles are properly maintained.
Contribute to the management of the overall operational, budgetary, and financial responsibilities and activities of the department.
Effectively and positively represents the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.
Establish and maintain effective and professional relationships with work colleagues, supervisors and managers.
Performs related work as required for this position description only.
The Requirements

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Graduation from an accredited four-year college or university with major course work in computer science, Information Technology, public administration, business administration or a related field; five (5) years' experience with computing hardware and software including PC networking and local area networking (LAN) experience; three (3) years of administrative experience; or any equivalent combination of relevant training and experience. Familiar with ITSM framework, such as ITIL, COBIT, or Call Center/Service Center Management.

Additional education and experience or an equivalent combination of training and experience may be substituted for the above requirements.

Knowledge of ITSM Processes, used to plan, deliver, operate and control IT services offered to customers.
ITSM Certification Preferred or ability to be certified within 3 months of hire.
Considerable knowledge of the principles of organization, and administration.
Ability to analyze complex operations and to organize and design their components into logical systems.
Knowledge of current principles and practices of computer systems technology and project leadership.
Knowledge of PC hardware, file server and software systems.
Knowledge of networking and local area networking.
Knowledge of current hardware and software research and trends in the computer industry.
Ability to communicate effectively, orally and in writing with all levels of management and staff.
Ability to utilize strong analytical skills and problem solving methods.
Ability to prepare and present complex technical presentations.
Consciously create a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization.
Ability to establish and maintain effective and professional relationships with work colleagues, supervisors, managers and the public.
The Examination
Required Education and Background Information: Look over the announcement carefully to determine your eligibility. Please note minimum education and experience requirements. Closed competitive positions are open only to employees while open competitive positions are open to anyone who meets the minimum qualifications for the position. Evidence of GED test score is required if submitted for high school diploma. Applicants are responsible for clearly documenting work experience and/or providing all relevant information at the time of application. Additional information will not be accepted after the announcement closing date

Examination: Depending on the number of applicants and the quality of their education and experience, the examination may consist of one or more of the following tests: written examination, performance examination, education and experience evaluation, oral examination and/or other job related examinations.

You will be notified of the time and place of your examination when you file or later by mail. A passing grade is required on each part of the process. Repeated participation in any examination for which the same test is used is limited to once every 6 months. Your examination results will be sent by email as soon as possible after the grading is completed.

Final passing grades are used to determine a candidate's position on the eligibility list of successful candidates. Departments fill vacancies from this list. The top three names are considered for each vacancy unless otherwise modified. Those not appointed are returned to the eligibility list for further consideration in accordance with the Civil Service Ordinance. Your name will remain on a register for one year for open competitive examinations and two years for closed competitive except where labor contract conflicts.

Your name may be removed from an eligibility list prior to one year according to Hollywood's Civil Service Ordinance or labor contracts. Your eligibility may be cancelled if you refuse a position or if you are not available for work. You are responsible for notifying the Employment Office, in writing, of any change in your address or telephone number.

Special Accommodation and Communication Needs: The City of Hollywood provides necessary reasonable accommodation in the examination process upon request to persons with disabilities. Such requests must be made PRIOR to any scheduled examination.

Veteran's Preference: An eligible veteran who enters an open-competitive examination shall receive preference points added to the total passing score earned in the examination as provided for in the Florida Statutes. To obtain veteran's preference, candidates MUST submit a copy of separation papers (DD214) and meet eligibility requirements as stipulated by the Florida Statues.
Additional Information
All successful applicants will be required to pass an extensive background which may include criminal history searches, driving history checks, credit report, courthouse searches, education verification, employment verification, professional license verification, or other search methods as deemed necessary for the position. In addition, the applicant will be required to undergo a medical examination, which may include a drug screening, prior to appointment.

Employment of Relatives: The City of Hollywood has an Ordinance which regulates the employment of relatives of City employees. Effective January 28, 2008, a relative may only be hired under the following additional conditions:

The relative must have competed in an appropriate examination process as determined by Human Resources and be placed on a civil service eligibility list;
The relative must be among the top three ranked candidates available on the certified eligibility list unless expanded by the Civil Service Board;
The Department or Office Director and the Director, Human Resources must demonstrate that it is in the best interests of the City of Hollywood to hire the relative of a public officer or employee.

As of 12/15/2005 the City will require all newly hired employees to sign an affidavit affirming non-usage of tobacco or tobacco products within the last year prior to submission of application and will continue to be a non-user of tobacco products throughout employment with the City of Hollywood.

REASONABLE ACCOMMODATION: The Employment Office will make reasonable efforts in the examination and workplace to accommodate persons with disabilities. Please advise Human Resources of special needs by calling (954) 921-3216.

The City of Hollywood is an Equal Opportunity / Equal Access Employer.