Job Description

Job Position: Helpdesk Manager

Department: Information Technology

Reports to: Vice President of Information Technology

FLSA: Exempt

Status: Full-time

Work Location: Silver Spring, MD

OVERVIEW: 

The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70+

stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One. Information is power, and our mission here at Radio One, Inc. is simple: to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees’ biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business.

We are seeking a Help Desk Manager to lead our Service Desk into its next phase of growth and excellence. The ideal candidate will bring structure, process discipline, and a passion for customer service to a technically capable team. This leader will establish strong procedures, build a knowledge base, and foster a culture of accountability and service excellence. The result: a Service Desk that is recognized across the organization as a reliable, trusted partner.

ESSENTIAL RESPONSIBILITIES: 

• Manage day-to-day operations of the Service Desk to deliver consistent and superior Customer Service
• Provide leadership to Team Members and work collaboratively with Tech Functional Leads and VPs
• Define SLAs and report compliance statistics, develop and maintain metrics to analyze and improve service delivery and efficiency
• Work with the Vice President of IT to manage support resources and projects, enforce IT policy, standards, and establish methods to assess the effectiveness of the support team, services, and projects.
• Work in an environment with 18 physical locations and 1200 users with diverse needs and skillsets
• Familiarity with modern Security tools and the ability to contextualize the importance and integrated nature of Security in the modern workforce
• Working knowledge of Service Now or a similar ITSM tool.
• Offer strategic insights into Service Desk operations to improve metrics and deliverables
• Ensure that end users from all business units (Radio One, TV One, Interactive One, Reach Media) have positive interactions with Support Personnel
• Ability to mentor and guide junior staff members located in Silver Spring, as well as remote Markets
• Ensure that adequate resources are available to handle changing workload conditions in a Hybrid Office/Remote Work environment 
• Technical requests that must be resolved by this candidate must include, but not limited to, the following areas:
• Ability to generate reports and perform analysis on Service Desk Operations and Efficiency
• Queue and resource management, and effective triage of issues 
• Laptop and Desktop support, including connectivity to Directory Services, File Server connectivity, Printer configuration,and Email support for Office 365 on Windows and Apple Devices
• Support typical conference room A/V and connectivity needs, experience with Teams a plus
• Usage of Active Directory Users and Computers for computer accounts, user accounts, distribution lists, and security groups.
• Network services troubleshooting and workstation connectivity, including wireless.
• Mobile Devices support – Phones, Tablets, etc

KNOWLEDGE/SKILLS/ABILITIES: 

• Hands-on experience and knowledge of desktop and laptop hardware and software. Proven knowledge and skills in supporting and managing a team
• Proven tactical leadership skills. Solid technical background in a broad range of Microsoft-based IT disciplines. 
• Sound organizational skills with a keen ability to prioritize and multitask. Effective interpersonal skills and relationship-building skills. 
• Excellent written and oral communication skills, ability to present ideas in user-friendly language. Self-motivated and directed, with the ability to effectively prioritize and execute tasks.
• Demonstrated ability to always maintain a customer-service focus and attitude.
• Proven ability to lead and develop high-performing teams
• Capable of working individually and as part of a team.
• Must be able to work on multiple projects/priorities in a deadline-driven environment.
• Must be able to remain calm in pressure situations
• Must be able to adapt quickly to a constantly changing environment.
• Willingness to learn new technologies.
• Proactively address new and emerging problems.
• Complies with Network and Urban One’s mandatory training and adheres to related course deadlines
• Demonstrated ability to lead, motivate, and direct a team to include but not limited to:
• Provide regular constructive feedback
• Resolve issues/conflicts with diplomacy in a timely manner
• Provide ongoing guidance and support for growth and development
• Deploy effective coaching skills
• Practical understanding of anti-harassment and discrimination laws
• Ability to effectively administer performance reviews and corrective action plans as appropriate.
• Ensure team (s) attend mandatory department and/or mandatory company training (s) as required.
• Submit to a criminal background check
• Legal right to work in the United States

EXPERIENCE/EDUCATION

• Bachelor’s degree or equivalent; a degree in the field of computer science is desirable.
• 5+ years of general IT experience

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