The Manager of Support Services Help Desk will be accountable for the delivery of the following objectives:
Designs, establishes and maintains staffing distribution to effectively accomplish the Support Services Help Desk services goals and objectives. Oversees the day-to-day operations of the Support Services Help Desk.
Monitors ongoing analysis of data received from both external and internal sources and advises on appropriate issues and concerns to be addressed by the team or escalated.
Advises senior management of deficiencies and remedial/disciplinary efforts to address deficiencies. Oversees incident response planning and investigation of breaches and assists with disciplinary and regulatory matters associated with such breaches.
Manages and controls the departmental personnel functions of assigned staff including the recruitment, orientation, appraisals and recommendations for promotion or disciplinary action. Ensures that new employees, interns and trainees are given proper orientation and training.
Assists and supports the staff in the identification, development, and implementation of their role according to their career development plan.
Establishes operating procedures and systems to ensure effective and efficient Help Desk operations. Supervises the daily routine operations, resolves administrative challenges and assists senior management, as necessary.
Assigns work, establishes priorities and monitors performance of staff.
Ensures that all transactions are processed in accordance with policies, procedures and government regulations, as applicable.
Monitors and evaluates the efficiency and effectiveness of service delivery process; assess and monitors workload, administrative support systems, and identify opportunities for improvement.
Ensures staff-cross training for Help Desk staff on duties and establishes annual leave plan in an effort to ensure appropriate staff coverage to meet the operational needs of the office.
Handles special projects and related matters as directed. Prioritize and manage multiple projects simultaneously and follow through on issues in a timely manner.
Ensure new staff and trainees are given appropriate and timely orientation and training. Support and assist staff to identify, develop and implement their career development needs.
Ensures key stakeholders are updated and informed of departmental activities and receive guidance from them to accomplish their duties.
Oversees and monitors policies and procedures that support the highest standards
Maintains confidentiality relating to all matters dealt. Uses great discretion at all times and ensure that no confidential material is released to unauthorized members of staff
Follows all related policies and procedures. Participates in emergency and disaster procedures. Performs other duties within the realm of his/her knowledge and ability as required.
