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NOC/Help Desk Manager
at Avenu Insights & Analytics
Centreville, VA

NOC/Help Desk Manager
at Avenu Insights & Analytics
Centreville, VA

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Description

Job Description

Job Summary:

Manages the support of all desktops, desktop software, PCs and laptops. Supports the technical infrastructure and server and network management for entire corporate technical environment. The Manager supports troubleshooting, moves, adds, and changes for the help desk and tech support. The Manager is on call to support trouble resolution and often is required to work off hours.

 

Duties and Responsibilities:

· Executes the proper procedures/standards for system maintenance, backups, and patch management.

· Manage a staff of direct and indirect resources for their assigned operations and maintenance tasks and managing staff levels and forecasts

· Manage relationships with internal IT teams and external IT service providers or partners

· Develops, implements, and improves department systems, procedures, and practices.

· Schedules and prioritizes systems updates.

· Maintains servers, networks and storage to high availability and reliability (exceeding 99.9%)

· Verifies and manages backup and restoral activities and Disaster Recovery.

· Coordinates change related activities between internal business units.

· Work with all departments within the organization to complete objectives related to corporate initiatives and technology implementation

· Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries

· Ability to understand and communicate complex technical aspects in appropriate terms to the business units and the technical team

· Skilled at managing priorities and meeting deadlines in a complex environment

· Ability and willingness to hold on-call responsibilities to respond to system issues 24x7x365

· Insures deadlines are met.

· Trouble shoots, problem solves, and makes decisions that will affect final product.

· Demonstrates the principles of good customer service to all customers and colleagues.

· Demonstrates compliance with all company policies and/or regulations.

· Perform other duties as assigned

 

Education and Experience:

· Bachelor’s Degree in Computer Science or equivalent work experience, or another related field.

· Minimum 3-5 years of IT Management experience

· Experience working with Ticketing Systems

· Experience with Network Monitoring Software

· Management Experience

· Cloud Experience

· Current Microsoft Certified Professional (MCP) certification

· Current ITIL Certification

· High level of expertise with Microsoft productivity suite (i.e. Word, Excel), excellent working knowledge of PCs, directory structures, and file manipulation techniques.

 

Strong experience in these areas:

· Network administration and support in TCP/IP-based LAN/WAN environments

· Virtual Private Network administration and support

· Third-party IT Vendor Management

 

Knowledge, Skills and Abilities:

· Strong interpersonal skills and ability to speak effectively with customers and employees.

· Strong technical abilities and experience with Enterprise Systems environments.

· Ability to troubleshoot and resolve complex technical problems during stressful times.

· Ability to prepare routine correspondence and replies for signature with minimal guidance.

· Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and other business math skills commonly used in the financial industry sector.

· Able to discern and analyze the impact of multiple issues on a given situation.

· Must be able to work in several areas of the technology and balance multiple priorities;

· Able to develop, improve and standardize procedures.

 

Work Environment

The noise level in the work environment is usually moderate; employee works in an office environment and may be required to share workspace with others while computer equipment, printers, telephones and other business equipment is in operation.

 

The environment often demands calls and activities outside of normal work hours. This job is often “on call” for immediate issues and after-hours support. The Manager is required to respond, where a company product phone or pager, and respond in a reasonable time to technical situations.

 

Physical Demands

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.

This job often requires the installation and movement of computer systems, desktops, and support items. A moderate level of lifting ability is required, although assistance and teaming of demanding physical activities is expected and encouraged.

 

While performing the duties of this job, the employee is regularly required to sit; use hands to use a computer, calculator and other business machines; reach with hands and arms to retrieve paper files and other materials. Must be able to express and exchange ideas accurately in communicating (verbally and in writing) with clients, senior executives, subordinates, consultants and other individuals; must be able provide information and detailed instructions to others; review documents prepared by subordinates for content and accuracy. Specific vision abilities required by these include the ability to read information from a computer screen and source documents and the ability to adjust focus from the computer screen to other documents.

Company Description

Avenu provides local governments with ways to achieve more predictable revenue that supports growth, fuels modernization and ensures compliance with mandated but underfunded programs. Avenu’s revenue enhancement and administrative solutions find and recover license, permit and other taxes that cities and counties struggle to collect. The insights and improved fiscal posture enables governments to deliver expected services and sustain a high quality of life for residents.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.

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