Helpdesk Manager Jobs in Indiana (NOW HIRING)

OVERVIEW:

The IT Infrastructure and Helpdesk Manager for The Children’s Museum of Indianapolis, Inc. is responsible for the oversight of networking, servers, telecommunication services, cloud infrastructure and services, software configuration and licensing and the internal helpdesk. The manager works in concert with colleagues in the IT division and across the Museum to oversee technology projects, handle complex IT tasks independently, and ensure technology services to staff and volunteers. In addition, the manager oversees the hardware and software support of Windows/Mac PCs, associated peripherals, gallery and office software.

The Children's Museum is building and sustaining an inclusive culture that encourages, supports, and celebrates differences. Successful candidates will demonstrate the desire and ability to make positive contributions to our growth. We believe that collaboration and open dialogue among persons with diverse backgrounds, experiences, and perspectives best support our vision and mission. 

REPORTS TO:  Director of Infrastructure Technology

ESSENTIAL RESPONSIBILITIES:

1. Manages the museum's datacenter, cloud connected and network systems to deliver a consistent and reliable service level; this includes day-to-day administration, configuration backup, maintenance, upgrade/patch management, life-cycle management and basic good computing practices. Documents system configuration and changes; Tests and reduces the likelihood of future alerts and incidents.
2. In partnership with the Director of IT, establishes and maintains technology incident response and disaster recovery policies and procedures; develops a test plan to be executed annually.
3. Partners with the Director of IT in developing, implementing, and evaluating IT processes and policies including those related to infrastructure and security. Participates with the Director of IT and CIO/COO to determine IT budget priorities and cost-effective solutions.
4. Works jointly with IT Security Analyst to implement security best practices and compliance requirements. Defining and planning security measures, policies, and controls, in addition to implementing prompt interventions to security threats together.
5. Researches and evaluates innovative technologies and software as projects require. Creates and maintains relationships with external technology partners.
6. Oversees and sets standards for Help Desk services. Monitors volume & trends and takes appropriate action when necessary. Oversees the acquisition of new workstations, associated peripherals and software for computers. Assists with IT supply inventory, ordering and restocking as needed.
7. Mentors, supports, and sets priorities for help desk and applications support staff members.
8. Works with Application Support Analyst to determine appropriate software solutions and licensing for staff. Helps to set standards for usage and configuration of software and solutions. Works with cross-divisional colleagues to identify and adopt technological solutions that align with museum goals.
9. Helps to scope needed hardware and services and determine appropriate vendors. Participates with Director of IT in some contract negotiations and execution. Provides access to systems for external vendors as necessary. Monitors for appropriate usage and revokes access when no longer required.

REQUIREMENTS:

1. Bachelor's degree in industrial technology, computer science, computer technology, or a related field preferred or equivalent professional work experience and certifications.
2. Four (4) years of system and network administration work experience.
3. Four (4) years of experience with the Windows operating system and Microsoft Office software; experience with Windows Server platforms with an emphasis on Active Directory. Experience with Microsoft Office 365 and Azure preferred.
4. Four (4) years of experience managing server virtualization technology. Ability to create and configure virtual machines.
5. One (1) year of experience leading a team of technical experts, overseeing day-to-day operations and setting short-term and long-term expectations.
6. Demonstrated understanding of technology infrastructures using Firewalls, VPN, Data Loss Prevention, IDS/IPS, Email Security Solutions, Vulnerability Management, Patching Solutions, and Security Audits.
7. Demonstrated ability to manage, troubleshoot, perform maintenance on, and monitor Cisco-and Aruba based networks. Knowledge of LAN/WAN and wireless configurations to include experience with Cisco and Aruba routers & switches. VOIP knowledge preferred.
8. Strong customer service skills and patience when dealing with staff members with varying degrees of technical ability.
9. Strong organizational skills as well as logic, analytical, problem resolution, and communication (both written and verbal) skills.
10. Requires knowledge and experience regarding the configuration, assembly, and operation of computer, network, industrial and electrical technologies. Strong technical skills and the ability to quickly learn and apply innovative technologies.
11. Demands a prominent level of attention to detail and the ability to work with and meet strict deadlines.
12. Must be able to work a flexible schedule, including occasional weekends, evenings, and some holidays.

ADA REQUIREMENTS:

1. Must be able to perform extensive work in indoor and outdoor environments, to read documents, drawings, data reports, research and to view computer monitors.
2. Must be able to communicate in planning and implementation situations; must have ability to express presentations of ideas. Team, phone, virtual, in-person and group dialogue required for communication of plans and concepts.
3. Must lift up to 40 pounds. Agility and dexterity are required to kneel, sit, or stand for prolonged periods of time as well as extensive navigation of the museum facility and campus.
4. Required ability to travel, via conventional transportation, to cities and locations outside of Indiana.