Helpdesk Manager; DH

Navajo Preference Employment Act In accordance with Navajo Nation and federal law, TCRHCC has implemented an affirmative action plan pursuant to the Navajo Preference in Employment Act. Pursuant to this Plan and corresponding TCRHCC Policy, applicants who meet the necessary qualifications for this position and (1) are enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe will be given preference in hiring and employment for this position, (2) are legally married to enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe and meet residency requirements will be given secondary preference, and (3) are enrolled members of other federally-recognized American Indian Tribes will be given tertiary preference.

POSITION SUMMARY The helpdesk manager leads the way to provide customer‑centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support. As the helpdesk manager, you will be responsible for the overall performance and management of a set of Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives.

Working within the Helpdesk and Service Desk Teams, you will supervise the day‑to‑day activities of these technicians who respond to user requests by phone, email, and the online service desk portal. The helpdesk manager will liaise with the IS Technology Officer, other IS staff and the rest of the business to understand business goals and set & execute on Service Level Agreements to maintain a solid IS support environment.

The incumbent will provide hands‑on support to end users on a variety of issues, responding to telephone calls, email and personnel requests for technical support, and is responsible for ensuring the availability and performance of TCRHCC Help and Service Desk. This includes monitoring the quality of service provided by the Help Desk, resolving incidents and coordinating resolutions with the appropriate support teams.

NECESSARY QUALIFICATIONS

Education: Bachelor’s degree in information systems, Computer Science, or related IS/Computer field.

Experience: Must have one (1) year of supervisory or lead capacity experience.

Other

Skills and Abilities:

• Positive working relationships with others
• Possession of high ethical standards and no history of complaints
• Reliable and dependable; reports to work as scheduled without excessive absences
• Possession of high degree of integrity and influence with ability to contribute effectively as a member of team
• Possession of proven track record of being results‑oriented, customer‑focused with a hands‑on approach
• Proven ability to manage and lead personnel in a team‑oriented, collaborative environment
• Ability to communicate ideas in both technical and user‑friendly language
• Proven analytical and creative problem‑solving abilities using good project management skills
• Highly self‑motivated and directed with keen attention to detail
• Proven track record of strong customer service orientation also interfacing with and providing guidance to business leaders
• Ability to multi‑task, prioritize and manage time to strict deadlines (i.e. can demonstrate effective time and workflow management skills)
• Demonstrate knowledge of operating systems such as Windows 10, 11, and Mac OS, Office 365 technologies, ITSM Tools, and understanding of networking topologies.
• Completion of and, above‑satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
• Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
• Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of…