Help Desk Manager

Company: The Philadelphia Museum of Art
Location: Philadelphia
Posted on: November 19, 2023

Job Description:

We Are Committed to an Inclusive WorkplaceAt the Philadelphia Museum of Art, we actively seek to employ a diverse group of people who embody our organizational values. We welcome and encourage individuals of all backgrounds to apply, especially those from marginalized and underrepresented groups in the museum field, who are inspired by our shared purpose and enjoy working collaboratively with others.We are proud to be an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.How You Will ContributeThe Help Desk Manager has a key role in managing the museum's support services. The Help Desk Manager will have the responsibility of developing a help desk practice that utilizes technology to deliver secure and reliable systems. This includes developing a technical support team that is capable and motivated to guide museum staff through technical challenges while adhering to organizational standards and practices. This role acts as the face of the help desk, establishing trusted relationships with museum staff and providing leadership in the day-to-day use of technologies. Success in this role requires the candidate to act with responsibility and initiative, and without the need for daily direction. Specifically, you will:

• Manage and coordinate the activities of the technical support team.
• Lead, motivate, and develop a team of IT support technicians, fostering a collaborative and customer-focused environment.
• Set clear performance expectations and conduct regular performance reviews.
• Develop and improve our standards, processes, and efficiencies of service delivery, ensuring timely and high-quality support to end-users.
• Oversee all aspects of authentication, endpoint hardware & software, endpoint management solutions.
• Develop and maintain standard operating procedures (SOPs).
• Function as an escalation point to diagnose, analyze, and resolve issues on the various systems and applications throughout our organization.
• Identify solutions and initiate implementations/strategies that improve the efficiency and effectiveness of the help desk.
• Utilize and expand the use of automation tools to deliver OS deployments and Application installations.
• Instill a climate of teamwork, accountability, and commitment to service.
• Provide both technical and administrative support for projects such as product implementations, workflow development, software upgrades, desktop rollouts, and migration of user data.
• Oversee ticket queues to ensure proper services levels are met.
• Manage hardware lifecycle programs and license renewals.
• Manage desktop/mobile platforms and utilize these systems to enforce and maintain configuration policies.
• Stay updated on the latest IT trends, software, and hardware technologies to provide guidance and mentorship to the help desk team.
• Function as a face of the help desk, managing all aspects of the help desk scope to minimize escalation to other teams/management.
• As with many IT positions, this role requires oversight of an after-hours support queue, periodic after-hours work and emergency response.Your background and experience include:
  • Minimum of four years of recent personnel management experience in a technical field
  • Minimum of four years of recent hands-on experience in a help desk support function
  • Minimum of two years of experience managing an enterprise-level desktop/mobile management system in a 500+ node environment. (i.e., Intune, SCCM, SolarWinds, N-Able, LabTech, Kace, JAMF, etc.)
  • Personnel management: Conflict resolution, performance evaluations, goal setting
  • Creating/maintaining proactive hardware and software lifecycles
  • Strong technical skills relevant to a desktop/mobile environment (M365, MFA, Azure, Intune, Windows, Mac, MDM, PC Hardware, VOIP, Imaging, Mobile etc.)
  • Product evaluation and implementation experience
  • Experience balancing an elevated level of support requests and assigning tickets to various staff with differing technical abilities.
  • Identifying, classifying, and tracking high priority support requests
  • Communicating issues to management that are not resolved within typical/expected resolution times/SLAs.Highly Desired Skillsets:
    • ITIL, ITSM
    • Implementation of IT Service Management platforms
    • Industry certifications (A+, Network+, Security+, ITIL, Microsoft, Cisco, Project Management)
    • Experience developing staff skillset matrixes and utilizing them to identify gaps in expertise, recommend training, and overall increase staff skillsets.
    • The desire and ability to help your staff increase their technical abilities through training, knowledge sharing, etc.
    • The ability to find humor in the daily challenges a help desk faces and help your team manage stressful situations.Position and Compensation Details
      • The minimum salary for this position is $75,000.
      • This position is FULL-TIME, EXEMPT, and 35 hours per week.
      • This position reports to the Associate Director of Systems and Support
      • Physical requirements:
      • Able to remain stationary for extended periods of time, to utilize computers and other office equipment required of this job, to perform physically administrative duties in a typical interior office environment, gallery, or exhibit space, and to access most public and staff areas of the museum campus.
      • COVID-19 vaccination required.
      • Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.Application TimelineApplications will be reviewed on a rolling basis. We encourage candidates to apply early as the position will close once we have a robust applicant pool or a candidate has been selected.What We OfferOur employees are at the center of the museum. As an employee, you will have access to numerous museum perks including, but not limited to:
        • Free general admission to the museum for you and your immediate family
        • Discounted guest tickets for admission
        • Discounts on gift memberships
        • Special staff tours and presentations from our curatorial and conservation teams
        • Discounts at the museum restaurant, museum caf--s, and museum retail and online storesWe offer a comprehensive benefits package for employees* including:
          • Medical, dental, and vision benefits
          • Fully paid short-term disability insurance, long-term disability insurance, and life insurance
          • Health savings or flexible spending account program
          • Retirement savings program with museum match
          • Paid vacation, personal days, sick days, and holidays*Eligibility for certain benefits is based on a variety of factors including the employee's regular schedule and tenure.
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Keywords: The Philadelphia Museum of Art, Philadelphia , Help Desk Manager, Executive , Philadelphia, Pennsylvania