IT Help Desk Manager
Blood Center Headquarters (La Concha)
IT Help Desk Manager
Hours Per Week:
GULF COAST REGIONAL BLOOD CENTER
Location: 1400 LaConcha Lane in Houston, Texas 77054
TITLE/CODE: Manager – Help Desk
DEPARTMENT: Management Information Systems
SCOPE OF RESPONSIBILITY
The position is responsible for coordinating activities and staff related to the Help Desk.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
· Provide capable computer system support on a 24 hour basis and ensure computer and peripheral equipment is properly maintained and perform appropriate steps to correct problems.
· Install all desktop computer equipment and software throughout the organization, both on demand and as part of larger workgroup projects.
· Review individual job queues to ensure requested work is completed on time.
· Liaise with project teams to ensure computer-related needs are met.
· Maintain documentation for all operating procedures, system changes and logs to meet FDA requirements.
· Assist with the maintenance of the Disaster Recovery Plan for the Organization.
· Ensure compliance with computer use policies and license agreements.
· Assist with maintenance of support contracts and work with Director to ensure budgets are prepared.
· Enforce The Blood Center's policies on EEO, Affirmative Action and Safety and Health.
Must not pose a direct threat or significant risk of substantial harm to the safety or health of himself/herself or others. Must comply with all applicable safety rules and policies and be willing to report actual and potential safety violations to the appropriate supervisor or manager.
Must maintain regular and acceptable attendance at such level as is determined in The Blood Center’s sole discretion.
Full time: must be regularly available to work at least 8 hours per day, 40 hours per week, or such other days or hours per week as The Blood Center determines are necessary to meet business needs.
Overtime (applicable only to non-exempt positions)
Must be available and willing to work such overtime per day or per week as The Blood Center determines is necessary or desirable to meet business needs.
Weekend and Holidays
Must be available and willing to work such weekends and holidays as The Blood Center determines are necessary or desirable to meet its business needs.
Must occasionally be able to work at off site locations and transport self to same.
Supervises Help Desk staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, scheduling and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE
A Bachelor’s degree in Computer Science or related field from an accredited college or university plus a minimum 3 years of experience working with PCs and printers in a networked configuration, or equivalent combination of education and experience. Experience with Microsoft Office suite of applications is also required. 5 to 10 years experience in a computer/business/administrative environment required.Strong experience in supervising within a computer department.
CERTIFICATES, LICENSES, REGISTRATIONS
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative circumstances and to listen well; write clearly and effectively present ideas to document activities and to read and interpret a variety of written information.
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables. Ability to make decisions quickly on available information and to take action; to make commitments and not change decisions when challenged and to deal with emergencies when necessary; to take action in solving problems while exhibiting judgment and a realistic understanding of issues; use reason, even when dealing with emotional topics.
GOAL SETTING/PROBLEM SOLVING SKILLS
Ability to define realistic, specific goals and objectives and to prioritize objectives; start and persist with specific courses of action while exhibiting high motivation and a sense of urgency; use a systematic approach in solving problems through analysis of the problem and evaluation of alternative solutions.
Ability to develop unique and novel solutions to problems; use intuition and a new way of thinking to create new ideas; present information in an attention getting and interesting manner.
Ability to work with people in such a manner as to build high morale and group commitments to goals and objectives; create positive energy (motivation) in both individuals and groups; communicate with others in a warm and helpful manner while simultaneously building credibility and rapport; influence the actions and opinions of others in a desired direction; exhibit judgment in leading others to worthwhile objectives.
OTHER SKILLS AND ABILITIES
POSITION DRIVING STATUS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to operate a computer and other office machinery and remain in a stationary position. The employee must frequently lift and/or move up to 10 pounds. Employees are required to be familiar with and abide by the team lift requirements as specified in the Safety Program.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and blood and/or blood components, as well as any other biohazard materials. The noise level in the work environment is usually moderate, but occasionally is loud.
The Blood Center is an Affirmative Action/Equal Employment Opportunity Employer. Qualified applicants for positions are considered without regard to race/ethnicity, color, religion, national origin, age, pregnancy, sex, sexual orientation, gender identity, transgender status, military status, protected veteran status, disability status, genetic testing results or any other basis or characteristic prohibited by applicable law, statute, regulation or Executive Order.