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Help Desk Supervisor

Location:New York, NY
Salary Range:$70,000
Exempt/Non-Exempt:Exempt
Employment Type:Full Time
Department:ADMIN - INFORMATION SYSTEMS
Date Posted:08/19/14
Description:Description The Director of Operations role is to plan, organize, and manage overall operations to ensure the stable operation of the organization's IT infrastructure. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly network infrastructure, server infrastructure, data communications, and telecommunications systems. The Director of Operations will also schedule and direct activities to resolve hardware and software problems in a timely and accurate fashion.
Duties:Responsibilities Strategy & Planning •Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure administration and project management. •Ensure that system performance meets established service levels. Build system redundancy and disaster recovery plans as set by the company’s business continuity plan Acquisition & Deployment •Negotiate with vendors, outsourcers, and contractors to secure infrastructure-specific products and services. •Assist with the planning and deployment of infrastructure security measures. Operational Management •Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs. WANs, Internet, intranet, security, wireless implementations, and so on. •Define hardware and software standards in conjunction with CIO, owners and stakeholders. •Test network performance and provide network performance statistics and reports: develop strategies for maintaining network infrastructure. •Test server performance and provide server performance statistics and reports: develop strategies for maintaining server infrastructure. •Establish and maintain regular written and in-person communications with the organization's executives, decision-makers, stakeholders; department heads, and end users regarding pertinent infrastructure activities. •Practice IT asset management, including overseeing the maintenance of component inventory and related documentation. •Manage third party Managed Services organization in support of the agency’s network needs. •Establish and maintain regular written and in-person communications with the CIO, the organization's executives, decision-makers, stakeholders; department heads, and end users regarding pertinent infrastructure activities. •Direct and administrate a contingent of network analysts and technicians both in house and third party, and where necessary, conduct performance reviews and corrective action.  
Qualifications:Position Requirements Formal Education & Certification •Four-year university degree or college diploma in the field of computer science or related field a plus Knowledge & Experience •Ten years’ experience managing and delivering infrastructure design and operational excellence •Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments •Five years successful leadership of an operational team. •Hands-on experience in troubleshooting hardware. •Knowledge of current protocols and standards, including network monitoring utilities, VMware, Hyper-V and shared storage devices a plus


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