The Boston Public Library is accepting applications for the Help Desk Manager position. The Information Technology (IT) Help Desk Manager is responsible for developing, updating, overseeing and directing help desk and technical support operations, to ensure a functioning and optimal end user computing experience across the Boston Public Library’s locations, the central library and its departments, across both internal and public computing programs and services, and encompassing both online and onsite locations as needed.

The IT Help Desk Manager directly manages the help desk and technical support staff. The IT Help Desk Manager will represent the IT department as the senior manager on tasks and projects as assigned. This role will work closely and collaboratively with the Network, Server, Web Services and Applications Managers to ensure a well-coordinated delivery of IT services to internal and external customers. This role is responsible for department scheduling, oversees personnel, and participates in strategic and budgetary planning procedures. This is both a hands-on technical and managerial position.

The IT Help Desk Manager is responsible for maintaining the IT inventory for, procuring, supporting and delivering maintenance for: IT equipment and software licenses; and maintains vendor relationships with key service providers that support and provide technology for the end user computing environments.

This role is responsible for the optimal operation of all client devices and end user computing environments – hardware, peripherals, operating systems and user applications as well as those server applications and systems which directly support and help manage the end user computing environment. It is also responsible for escalation management and help desk systems administration.

Salary: $68,406 – 92,353, DOQ. Competitive benefits.

Minimum Qualifications:

1. Education – Bachelor’s Degree, Microsoft Certified IT Professional (with relevant Server or Desktop Specializations), CompTIA A+ or equivalent certification prefered. Industry Standard Help Desk certification prefered. In exceptional instances, specialized education, training and/or experience may be substituted for part or all of the educational requirements. Additional training in electronics, systems administration, desktop computing and client systems management, networking and peripheral device administration are highly desirable.
2. Experience – At least five years in a technology support function or equivalent, plus direct technology-related experience providing support of end user computing, enterprise applications, client devices and multimedia systems; experience in troubleshooting hardware, software and ability to diagnose and provide solutions within the IT systems environment including three years in a supervisory capacity. Strong knowledge and experience in server utility and monitoring tools and application/patch management solutions.
3. Requirements – Position schedule may require working evenings and weekends.
   Demonstrated ability to accept responsibility, work under pressure and to interact positively and efficiently with the public. Demonstrated superior customer service skills; ability to communicate clearly and in a concise manner, superior work habits, ability to prioritize work, strong organizational skills, and good mechanical aptitude. Ability to manage and lead people, to hire, motivate, and seperate from staff successfully, to work in a changing progressive environment. Demonstrated ability to problem-solve, time management and supervise peers and subordinates.

Employment Requirements

Ability to exercise good judgment and focus on detail as required by the job
Residency – Must be a resident of the City of Boston upon the first day of hire.
CORI – Must successfully clear a Criminal Offenders Record Information check with the City of Boston

Complete job description and application available at: www.cityofboston.gov/OHR/careercenter.asp.

Deadline for application: August 10, 2012

In compliance with Federal and State Equal Employment Laws, Equal opportunity will be afforded to all applicants regardless of race, color, sex, age, religious creed, disability, national origin, ancestry, sexual orientation, marital status, ex-offender status, prior psychiatric treatment or military status.