Help Desk Manager

We Are Committed to an Inclusive Workplace

At the Philadelphia Museum of Art, we actively seek to employ a diverse group of people who embody our organizational values. We welcome and encourage individuals of all backgrounds to apply, especially those from marginalized and underrepresented groups in the museum field, who are inspired by our shared purpose and enjoy working collaboratively with others.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status. 

How You Will Contribute

The Help Desk Manager has a key role in managing the museum’s support services.  The Help Desk Manager will have the responsibility of developing a help desk practice that utilizes technology to deliver secure and reliable systems.  This includes developing a technical support team that is capable and motivated to guide museum staff through technical challenges while adhering to organizational standards and practices.  This role acts as the face of the help desk, establishing trusted relationships with museum staff and providing leadership in the day to day use of technologies.  Success in this role requires the candidate to act with responsibility and initiative, and without the need for daily direction. 

Specifically, you will:

• Manage and coordinate the activities of the technical support team
• Guide the technical and professional development of helpdesk staff
• Develop and improve our standards, processes, and efficiencies of service delivery
• Oversee all aspects of authentication, endpoint hardware & software, endpoint management solutions
• Act as an escalation point to diagnose, analyze, and resolve issues on the various systems and applications throughout our organization.
• Identify solutions and initiate implementations/strategies that improve the efficiency and effectiveness of the help desk.
• Utilize and expand the use of automation tools to deliver OS deployments and Application installations.
• Instill a climate of teamwork, accountability, and commitment to service
• Provide both technical and administrative support for projects such as product implementations, workflow development, software upgrades, desktop rollouts, and migration of user data
• Oversee ticket queues to ensure proper services levels are met
• Manage hardware lifecycle programs and license renewals
• Manage desktop/mobile platforms and utilize these systems to enforce and maintain configuration policies
• Act as a face of the help desk, managing all aspects of the help desk scope in order to minimize escalation to other teams/management.

Your background and experience include:

• Minimum of four years of recent personnel management experience in a technical field
• Minimum of four years of recent hands-on experience in a help desk support function
• Minimum of two years of experience managing an enterprise-level desktop/mobile management system in a 500+ node environment.  (i.e. Intune, SCCM, SolarWinds, N-Able, LabTech, Kace, Jamf, etc.)
• Personnel management: Conflict resolution, performance evaluations, goal-setting
• Creating/maintaining proactive hardware and software lifecycles
• Strong technical skills relevant to a desktop/mobile environment (M365, MFA, Azure, Intune, Windows, Mac, MDM, PC Hardware, VOIP, Imaging, Mobile etc.)
• Product evaluation and implementation experience
• Experience balancing a high level of support requests and assigning tickets to various staff with differing technical abilities
• Identifying, classifying, and tracking high priority support requests
• Communicating issues to management that are not resolved within typical/expected resolution times/SLAs

Highly Desired Skillsets:

• ITIL, ITSM
• Implementation of FreshService or other similar platforms
• Industry certifications (A+, ITIL, Microsoft, Cisco, Project Management)
• Experience developing staff skillset matrixes and utilizing them to identify gaps in expertise, recommend training, and overall increase staff skillsets
• The desire and ability to help your staff increase their technical abilities through training, knowledge sharing, etc.
• The ability to find humor in the daily challenges a help desk faces and help your team manage stressful situations

Position and Compensation Details

• The starting salary for this position is $65,000 annually.
• This position is full-time, exempt, and 35 hours per week.
• COVID-19 vaccination required.

Application Timeline
Applications will be reviewed on a rolling basis starting on August 30, 2021. We encourage candidates to apply early as the position will close once we have a robust applicant pool or a candidate has been selected.

What We Offer
Our employees are at the center of the museum. As an employee, you will have access to numerous museum perks including, but not limited to:

• Free general admission to the museum for you and your immediate family
• Discounted guest tickets for admission
• Discounts on gift memberships
• Special staff tours and presentations from our curatorial and conservation teams
• Discounts at the museum restaurant, museum cafés, and museum retail and online stores
• We offer a comprehensive benefits package for employees* including:
• Medical, dental, and vision benefits
• Fully paid short-term disability insurance, long-term disability insurance, and life insurance
• Health savings or flexible spending account program
• Retirement savings program with museum match
• Paid vacation, personal days, sick days, and holidays

*Eligibility for certain benefits is based on a variety of factors including the employee’s regular schedule and tenure.