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Deputy Manager, IT
Job Code:2025-IT-002
Department:Information Technology
Employment Type:Regular Full Time
RepresentationNon-Represented
Salary Range$82,675 - $103,344
  

General Description:

The Deputy Manager, of Information Technology, oversees daily operations of the Help Desk, ensuring timely and efficient resolution of technical issues while providing guidance and mentorship to team members. This position may also assist the CITO in other areas and functions of the Information Technology department


Principal Duties:
  • Manage and mentor a team of Help Desk technicians, ensuring high-quality customer service and timely resolution of IT issues.
  • Monitor team performance, set goals, and provide coaching and feedback to enhance team productivity.
  • Serve as an escalation point for complex technical issues and ensure proper issue resolution.
  • Maintain and improve Help Desk processes, including ticket management, troubleshooting procedures, and SLAs.
  • Collaborate with other IT functions to ensure effective communication and support for end-users.
  • Assist in the development and implementation of training programs to enhance team skills and knowledge.
  • Track and report on Help Desk metrics, including response times, resolution times, and customer satisfaction.
  • Ensure compliance with company policies, security protocols, and industry best practices.
  • Performs other duties as assigned.
Required Knowledge, Skills, and Abilities
  • Proven experience in IT support or Help Desk management, with at least 5–10 years in a supervisory role.
  • Strong technical knowledge of hardware, software, and interdependent networking topologies and systems.
  • Excellent communication, leadership, and interpersonal skills.
  • Strong problem-solving skills and the ability to work under pressure.
  • Ability to troubleshoot and resolve technical issues efficiently.
 Minimum Acceptable Training, Experience, and Education 
  • Experience with Help Desk ticketing systems and ITIL best practices is a plus.
  • Relevant certifications such as CompTIA, ITIL, etc. preferred.
  • Bachelor's degree, formal management training, a plus.
  • Proven experience in IT support or Help Desk management, with at least 5–10 years in a supervisory role.

Schedule - On premise daily; Monday through Friday during normal business hours; and as required. 

Selection Process
Internal and External Applicants

  • 50% - Technical interview #1,
  • 50% - FINAL interview #2