United States of America: Manager, Information Technology/IT Help Desk Manager

Organization: Task Force for Global Health
Country: United States of America
Closing date: 06 Oct 2016

Reviews and advises management staff on information technology issues to ensure coordination of administrative procedures and systems throughout a division. Designs information systems and procedures to support division operations. Manages computer software development. Coordinates computer operations with other information technology support staff. May hire, supervise and evaluate staff. Performs related responsibilities as required.


The Task Force for Global Health is a 503©3 non-profit organization. Our staff is comprised of professionals in the areas of public health, healthcare, information systems and communications—all well-versed in the current and emerging issues facing public health.

The Office of the CIO (OCIO) is a unit of Integrated Program Services team providing central Finance, IT, and Facilities Services for The Task Force for Global Health. The OCIO provides centralize enterprise-wide IT services for all the programs. OCIO’s mission is to use technology to meet both IT and leaderships objectives. The goal of the office is to align both business and IT resulting in innovative solutions that are efficient, effective, and adaptable.


The IT Help Desk Manager will be working closely with the CIO. The IT Help Desk Manager will be leading and have overall management of the help desk team.

The IT Help Desk Manager responsibilities comprised of three areas.

  1. Technical Support

  2. Actively engaged in assignment trouble tickets to staff and participate as a team member in resolutions of service incidents.

  3. Ensure timely resolutions of network issues and service incidents according to enterprise SLAs.

  4. Management of Staff and Reporting

  5. Manages help desk staff and IT processes.

  6. Trains and evaluates help desk staff.

  7. Gathers customer feedback, present, and provide accurate reports on all aspects of technical operations to Task Force leadership.

  8. Business Process Improvement

  9. Manage and implement business process improvement projects

  10. Develops policies and procedures to enhance workflow efficiencies and to ensure SLA compliance

  11. Participates fully as a member of the Task Force for Global Health by contributing, assisting and participating in projects, activities and initiatives as requested by management


· 0-5% domestic and international travel


· A master’s degree in MIS, computer science, or related discipline in IT management.

· Five years of experience in managing an IT help desk team.

· Ability to multitask, work independently, and display strong customer service skills.

· Excellent interpersonal communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.

· Proven management and organizational skills, including experience leading, building and successfully managing a team.


A bachelor’s degree in computer sciences, management information systems or a related field. Five years of information technology or systems support experience.

How to apply:

All qualified candidates must apply through the Emory University career website


Requisition #64469BR

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