Minimum Requirements:Bachelor's degree in a related field and four (4) years of relevant experience or an equivalent combination of education and experience. Grade 8 (Salaried)Position Description:The IT Helpdesk Support Manager will provide leadership and direction for a team of 4-5 Desktop support professionals. This on-site role is critical for ensuring the highest level of customer support to over 1100 Faculty, Staff and Students, across 22 different clinics, including 9 satellite clinics. The position also involves managing Audio visual in classrooms and meetings rooms, Thin Clients, PC’s, Laptops, Tablets, peripherals and servers running various OS’s in clinical, didactic, office and research settings. Essential Duties and Responsibilities Leadership & Team Management:Lead and manage the helpdesk team and evaluate performance.Recruit, train and support helpdesk representatives and technicians.Serve as an expert level technical and hierarchical escalation point.Operations & Service Delivery:Develop and implement policies and procedures to ensure timely and effective technical support to all users.Oversee maintenance, upgrades of hardware and software systems.Provide hands-on support for complex technical issues.Coordinate and collaborate with other IT groups internally and at the university level.Provide excellent customer service and support to customers for university owned hardware and software. Providing timely solutions and responses, prioritizing support requests based on urgency and customer needs.Manage and develop AD groups and GPO’s pertaining to desktop operations.Optimize, manage and maintain the enterprise ticketing system.Distribute incoming tickets, escalate higher priority tickets appropriately, in a timely manner where required to the respective technician.Create and maintain knowledge base for all Helpdesk support activities.Project management skills to implement and manage multiple projects simultaneously and ensure they are completed in a timely and efficient manner.Functioning knowledge of Learning management systems such as Blackboard and Panopto.Monitor several applications for Citrix management in collaboration with the Systems Engineering team.Guide customers with non-university owned equipment utilizing university software ensuring adherence to best practices and security protocols.Keep current with IT trends, changes and updates to be able to provide the best possible opportunity for our customers to learn, train and teach.Foster excellent business relationships with vendors and customers alike, negotiate deals and pricing on renewals and purchasing.Reporting & Analytics:Generate regular reports on help desk performance metrics and present them to senior management.Analyze trends in ticket submissions to identify areas for improvement..Preferred Qualifications ITILCompTIA A+Microsoft certificationsCertification in IT Service Management or related fieldIdeal candidate would have 2 years minimum managing a teamCompetencies Proven work experience as a helpdesk manager or similar role.Customer-service oriented with a problem-solving attitude.Exceptional problem-solving skills to identify, analyze, and resolve system failures and software issues.Proactive methodology.Excellent written and verbal communications.Team management skills.Ethical and possess accountability.Ability to manage and prioritize tasks and projects.Target Compensation Maximum:$98,100.00Target Compensation Minimum:$65,400.00Compensation will be commensurate to candidate experience.Equal Employment OpportunityThe University of Louisville is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity and expression, marital status, pregnancy, or veteran status. If you are unable to use our online application process due to an impairment or disability, please contact the Employment team at employment@louisville.edu or 502.852.6258.Assistance and AccommodationsComputers are available for application submission at the Human Resources Department located at 215 Central Avenue, Ste 205 - Louisville, Kentucky 40208.If you require assistance or accommodation with our online application process, please contact us by email at employment@louisville.edu or by phone 502-852-6258.