Help Desk Manager

Help Desk Manager
The Advisory Board Company (NASDAQ: ABCO)
www.advisory.com 

Forbes: Ranked in “200 Best Companies” Issue
Washingtonian: Featured among DC’s “Best Places to Work”
Vault.com: Listed among Top 50 Management and Strategy Consulting Firms
Modern Healthcare: Named as 2nd Largest Provider of Healthcare Consulting Services
Washington Business Journal: Ranked as Top Corporate Philanthropist Firm 

The Advisory Board Company is a leading health care services firm providing best practices research and implementation services in business strategy and clinical operations. Serving the country's preeminent hospitals, health care systems, pharmaceutical companies and insurers, The Advisory Board provides executive education, strategic planning and decision facilitation, and process redesign and improvement services through its membership practice and H*Works implementation service. A recent public offering and continually expanding business portfolio provide employees with significant opportunities for career development at an accelerated pace.
 
The Help Desk Manager is in the Information Systems department and reports to the Director of Networks Operations.  Tasks of the position include manages, leads, and mentors the Desktop Operations staff of Senior and User Support Specialists, and Intern(s).  Manages desktop resources including computers, software, peripherals, hardware inventory, telephones, and resource distribution.  Works with customers on escalated technical and personnel issues.  Performs project work and other support-related functions as needed.  Drives innovation and process improvement.

 

Key components of the position include (but are not limited to):

 

• Never sacrifices excellent service.
• Provides leadership and guidance to Support Specialists on technical and process issues.  Offers not only best practices for technical solutions, but also alternative solutions to technical problems.
• Acts as the go-to person for the support staff.  Has key contacts throughout the department and the firm and is able to triage issues appropriately.  Takes initiative and ownership of challenging issues.  Acts as the face of the help desk to the firm.
• Ensures that staff has all the resources (hardware, software, documentation, training, leadership) necessary to perform core and project responsibilities.
• Responsible for the selection and purchase of desktop hardware, software, and telephone equipment.  Processes and tracks invoices every week and sends to manager for payment approval.
• Responsible for software allocation and distribution to the firm.  Ensures that we are fully license-compliant with all applications. 
• Develops and maintains vendor relationships, negotiate pricing and service, ensure offerings are fair and competitive.
• Ensures that customers have correct hardware and software to accomplish business goals. 
• Fields and evaluates customer requests for hardware and software.  Offers alternate, innovative, or existing solutions to fulfill requests before approving purchases.
• Ensures compliance of technical, departmental, and operational policies to staff and customers.  Notifies manager and/or takes corrective action of any non-compliance.
• Ensures that adequate support staff is available during operating hours and during scheduled after hours projects. 
• Maintains accurate hardware and software inventories in addition to adequate supply of inventory of all equipment in Work Room.
• Performs system audits including Active Directory, Exchange, Call Manager, and Unity.  Ensures user access to systems is correct and up to date.
• Solicits ongoing feedback from customers in an attempt to evaluate and modify service to better suit customers’ needs.
• Communicates to firm during technical emergencies, system outages (scheduled and unscheduled), and during other times requiring firm wide communication regarding I.S. Department.
• Communicates with manager on emergencies, status reports, staff issues, technical and professional challenges, training needs, and other issues.
• Creates an environment conducive to effective communication on issue resolution, troubleshooting techniques, and new issues.
• Communicates with Development and Network Operations teams when relevant issues arise.  Partners with other teams to provide solutions and communications to customers.
• Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team. 
• Will act as backup/substitute to the Help Desk during high volume or low coverage situations.  These duties will be self-determined.
• Performs other duties as assigned or requested.

 

Desired candidate characteristics include the following:


• College degree
• 2+ years on a technical help desk or other technical support position
• Management or leadership experience desired
• Excellent oral and written skills
• Excellent analytical and problem solving skills
• Experience in a Windows, Office, and Windows networking environment
• Ability to work independently
• Ability to mentor and train staff
• Ability to make difficult decisions
• Ability to multitask and work under pressure situations

Qualified candidates should send their resume on-line via our on-line resume tool. Please apply for one position you will be considered for every position for which you are qualified. Please indicate the advertisement to which you are responding. To access our on-line resume tool please use the following link:

www.advisoryboardcompany.com/content/careers/opportunities.html

For further information, please visit us at www.advisory.com

An Affirmative Action and Equal Opportunity Employer