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

OVERVIEW:
The American Civil Liberties Union, 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.

The Help Desk Manager will report to the Associate IT Director for Network Operations and is responsible for directing the day-to-day activities of the help desk and its staff, ensuring performance standards and service levels are met. We are looking for a high energy, technical team player and hands-on manager to add synergy and work well with a diverse group.

ROLES AND RESPONSIBILITIES:

• Manage and deliver all end user support, maintenance, new installations, patches and upgrades of all software and hardware on our 300+ desktops, including; PC’s, IP Telephony, PDA’s, printers, copiers, scanners and more.
• Define, implement, manage, track and report on all critical systems as they affect client side SLA’s.
• Develop and implement a change control process for all end user applications and equipment in coordination with network staff.
• Develop and maintain documentation for all help desk and end user processes and procedures.
• Assist with planning, budget and implement new desktop technologies and upgrades including the research and selection of new equipment and software.
• Manage and track hardware and software inventory.
• Liaise with technology vendors for support and installation services.
• Create and develop user training programs.
• Supervise and train permanent and temporary help desk staff.
• Ensure daily and long term help desk staffing needs are met.
• Serve as a technical backup to 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 enterprise environment with a broad range of desktop technologies with a strong focus on Microsoft Office.
• Experience with help desk ticketing systems
• Experience with core Microsoft technologies, including DNS, AD, Exchange, DHCP and SMS, WSUS or a competitive product.
• BlackBerry and VoIP experience preferred.
• Software/Hardware certification is a plus.
• Excellent troubleshooting skills.
• Strong 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 November 3, 2008. 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.