Career Opportunity
HELP DESK MANAGER [INTE-14]
Information Technology Department
AMERICAN CIVIL LIBERTIES UNION, NY

The American Civil Liberties Union (ACLU), a national public interest organization devoted to the defense of the Bill of Rights, invites interested candidates to apply for the full-time position of Help Desk Manager in the Information Technology (IT) Department.

OVERVIEW:
The Help Desk Manager reports to the Network Manager and is responsible for directing the day-to-day activities of the Help Desk department and its analysts, ensuring performance standards and service levels are met. We are seeking a driven, resilient team player and hands-on manager to add synergy to a collaborative working environment.

ROLES AND RESPONSIBILITIES:

• Manage and deliver all end user support, maintenance, new installations and upgrades of all software and hardware on our 300+ desktops. Including: PC’s, IP telephony, PDA’s, printers, copiers, scanners and more.
• Supervise and train permanent and temporary help desk staff.
• Define, implement, manage and track all critical systems as they affect client side SLA's.
• Oversee, prioritize and track the resolution of all computer problems.
• Implement processes to maintain systems and improve user support.
• Provide regular detailed reports reflecting help desk service levels.
• Collaborate with senior techs to create standard “gold” images.
• Collaborate to review and approve all changes to standards for equipment, including PCs, laptops, mobile devices and accessories and related software.
• Help plan, budget and implement new technologies and upgrades to the network and related systems, including the research and selection of new equipment and software.
• Develop and maintain documentation for all processes and procedures.
• Work in a lab setting to identify, coordinate and conduct testing on all new systems and processes to resolve problems prior to deployment.
• Develop user training for general programs and, as necessary, for new technologies prior to rollout.
• Liaise with service and technology vendors for support services and installations.
• Keep current with emerging help desk technology tools and provide project planning for implementation.
• Manage physical security, asset tracking and implement tagging on all hardware and software inventory.
• Maintain proper inventory levels for all hardware and software.
• Identify, prioritize, communicate and help remediate system and process issues that affect productivity, efficiency and service levels.
• Work closely with other IT teams to develop cross-team functionality.
• Ensure help desk is appropriately staffed on a day-to-day basis providing coverage for vacation and sick days as necessary and implement extended coverage.
• Serve as a backup to the Network and Help Desk staff as necessary.

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Computer Engineering, or related field preferred.
• Minimum 4 years related experience required with 1-2 years supervisory experience managing help desk staff.
• Extensive experience working in a 100+ user environment with a broad range of desktop technologies including Microsoft Office.
• Experience with any combination of SMS, WSUS, SUS or competitive products.
• Extensive experience with either HelpSTAR, Remedy or other popular Help Desk ticketing system.
• Broad knowledge of software licensing models with a focus on Microsoft.
• Broad knowledge of client hardware.
• Demonstrated ability to plan and implement projects.
• Experience determining end user hardware and software needs.
• Excellent troubleshooting skills.
• Experience with core Microsoft technologies, including: DNS, Active Directory, DHCP, Exchange and IIS.
• Some knowledge of remote access technologies.
• Knowledge of ITIL a plus.
• Familiarity with the following a plus: MOM, Solarwinds, SysInternals (FileMon/RegMon, etc)
• Experience supporting Cisco telephony and Blackberries a plus.
• Software/Hardware certifications are a plus.
• Excellent written and oral communication skills.
• Excellent organizational and problem solving skills.
• Excellent interpersonal and customer service skills.

COMPENSATION:
The ACLU offers a generous and comprehensive compensation and benefits package, commensurate with experience and within parameters of the ACLU compensation scale.

HOW TO APPLY:
If you are a proactive and resourceful team player with a passion for public interest issues, please send a cover letter (with salary requirements) and resume by email to hrjobs@aclu.org. Reference [INTE-14 /WACLU] in subject line – or by mail to:

Human Resources
RE: [INTE-14/WACLU]
American Civil Liberties Union
125 Broad Street, 18^th Floor
New York, NY 10004

Applications will be accepted until the position is filled, which will not be before June 25, 2007. Please indicate where you learned of this job posting.

The ACLU is an equal opportunity/affirmative action employer and encourages applications from women, people of color, persons with disabilities, and lesbian, gay, bisexual, and transgender individuals.

The ACLU comprises two separate corporate entities, the American Civil Liberties Union and the ACLU Foundation. Both the American Civil Liberties Union and the ACLU Foundation are national organizations with the same overall mission, and share office space and employees. The ACLU has two separate corporate entities in order to do a broad range of work to protect civil liberties. This job posting refers collectively to the two organizations under the name “ACLU.”