Coordinates the central help desk operation within a distributed support model. Oversees production, distribution, and support of the Internet Tools package of standardized software applications.
Coordinates help desk management software for internal and external use.
Trains, schedules, and evaluates a significant team of staff to answer and respond to help desk calls utilizing both students and full-time employees. Provide trend analyses and regular data feedback to information technology staff. Responsible for originating and interpreting policy with regard to support levels and cases. Interacts in collaborative efforts with other campus technology personnel as projects dictate. Conducts long range planning and coordinates evaluation efforts.