Presentation
Help Desk & Multimedia Manager - Assistant Director of Enterprise IT
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NSF National Center for Atmospheric Research (NCAR) and University Corporation for Atmospheric Research (UCAR)
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Boulder, Colorado
SessionJob Postings
DescriptionReporting to the Chief Information Officer and serving as an Assistant Director of Enterprise IT, the Help Desk and Multimedia Manager is a critical leadership position at the core of IT customer service and is responsible for the smooth operation and strategic advancement of the organization's technology services.
This individual is responsible for overseeing the daily operations of the IT Help Desk and Multimedia Services team, ensuring exceptional user support, efficient service delivery, and the effective use
of multimedia technologies.
As an Assistant Director of EIT, this role also contributes significantly to the broader strategic planning, project management, and operational efficiency of the entire Enterprise IT department, acting as a key advisor to the CIO and serving on the IT Senior Leadership Team.
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Help Desk Management (50%)
● Service Delivery & Operations:
Lead, manage, and mentor a team of Help Desk technicians, fostering a culture of customer service excellence, continuous improvement, and problem-solving.
Oversee the day-to-day operations of the IT Help Desk, ensuring timely and effective resolution of technical issues for all staff.
Develop, implement, and refine Help Desk policies, procedures, and best practices to optimize efficiency and user satisfaction.
Manage the ticketing system (e.g., ServiceNow, Jira Service Management) to ensure proper prioritization, escalation, tracking, and reporting of all incidents and service requests.
Provide ticket triage support to all of UCAR, UCP, and NSF NCAR, while directly providing ticket resolution support to a subset of those groups.
Partner closely with NSF NCAR Research IT to effectively hand off tickets for last-mile ticket resolution within NSF NCAR.
● Performance & Quality Assurance:
Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for Help Desk operations, driving continuous improvement in response times, resolution rates, and customer satisfaction.
Conduct regular quality assurance reviews of Help Desk interactions and resolutions, providing constructive feedback and training to staff.
Implement user feedback mechanisms to continuously assess and improve service quality.
● Knowledge Management:
Develop and maintain a comprehensive knowledge base for common IT issues and solutions, empowering users with self-service options and improving technician efficiency.
Ensure all documentation for IT systems and processes relevant to end-users is current and accessible.
Multimedia Services Management (25%)
At this time, the Enterprise Multimedia Team has a Lead with subject matter expertise in multimedia services, audiovisual technologies, and event, conference, and meeting support. This Lead reports to the Help Desk and Multimedia Manager, and as a result the HDMM Manager will require less direct expertise in multimedia delivery. The HDMM Manager is nonetheless accountable for multimedia service delivery including:
● Operations & Support:
Oversee the delivery of multimedia services, including audio-visual support for meetings, conferences, and events (both in-person and virtual).
Manage the setup, operation, and maintenance of conference room technology, presentation systems, video conferencing solutions, and digital signage.
Provide expert guidance and support for live streaming, recording, and editing of multimedia content.
Work closely with administrators and IT staff in UCAR, UCP, and NSF NCAR, to provide counseling, advice, and design support for rooms outside the purview of Enterprise Multimedia Services.
● Technology Management:
Evaluate, recommend, and implement new multimedia technologies and solutions to enhance collaboration and communication capabilities.
Ensure the reliability, security, and performance of all multimedia systems and equipment.
Manage inventory and lifecycle of multimedia hardware and software.
● Training & Consultation:
Train users on multimedia equipment and best practices for effective presentations and virtual meetings.
Consult with departments and project teams on multimedia requirements for various initiatives.
Assistant Director of Enterprise IT (25%)
● Strategic Planning & Development:
Collaborate with the CIO and the IT Senior Leadership Team on strategic planning, goal setting, and the development of long-term technology roadmaps.
Identify opportunities for technology innovation and process improvement across the EIT department.
Assist in the development and management of the EIT budget, ensuring efficient allocation of resources.
● Project Leadership & Management:
Lead or co-lead key cross-functional IT projects from inception to completion, ensuring adherence to timelines, budgets, and scope.
Represent EIT in various organizational committees and working groups.
Coordinate efforts between different EIT teams (e.g., Network, Systems, Applications) to ensure integrated and effective service delivery.
● Operational Oversight & Improvement:
Support the CIO in ensuring the overall operational efficiency, reliability, and security of enterprise IT systems and services.
Contribute to disaster recovery and business continuity planning for IT services.
● Vendor Management & Procurement:
Assist in managing relationships with IT vendors and service providers, evaluating contracts, and overseeing service delivery.
Participate in the procurement process for new IT hardware, software, and services.
Other Desired/Required Skills/Experience
Understands how to effectively communicate the importance of customer service to the team, and how to ensure that customers receive a good experience.
Understands the relationship between organizational activities and the IT capabilities that can help support those activities. Communicates that relationship effectively to both organizational leadership as well as IT leadership.
Independently evaluates software, hardware, and cloud solutions for complex problems. Recommends and/or supports the recommendation of full solutions to the Enterprise IT leadership team and organizational leadership teams including systems to be purchased, strategies to follow, personnel required, and plans for reaching goals. Presents proposed solutions to appropriate governance bodies. Builds support where necessary. Manages projects through to completion.
Determines best application of resources to achieve results based on organizational and Enterprise IT strategies and priorities.
Evaluates strategies and system deployments.
Solves complex problems common to heterogeneous computing environments including mobile devices, customers, cloud services, and virtual environments.
Recommends best courses of action to maintain productive, secure, computing environments that enable the organizational mission to take place effectively. Assumes responsibility for the integrity of design decisions, taking into account economic, political, cultural, and technical considerations.
This individual is responsible for overseeing the daily operations of the IT Help Desk and Multimedia Services team, ensuring exceptional user support, efficient service delivery, and the effective use
of multimedia technologies.
As an Assistant Director of EIT, this role also contributes significantly to the broader strategic planning, project management, and operational efficiency of the entire Enterprise IT department, acting as a key advisor to the CIO and serving on the IT Senior Leadership Team.
-----------------------------
Help Desk Management (50%)
● Service Delivery & Operations:
Lead, manage, and mentor a team of Help Desk technicians, fostering a culture of customer service excellence, continuous improvement, and problem-solving.
Oversee the day-to-day operations of the IT Help Desk, ensuring timely and effective resolution of technical issues for all staff.
Develop, implement, and refine Help Desk policies, procedures, and best practices to optimize efficiency and user satisfaction.
Manage the ticketing system (e.g., ServiceNow, Jira Service Management) to ensure proper prioritization, escalation, tracking, and reporting of all incidents and service requests.
Provide ticket triage support to all of UCAR, UCP, and NSF NCAR, while directly providing ticket resolution support to a subset of those groups.
Partner closely with NSF NCAR Research IT to effectively hand off tickets for last-mile ticket resolution within NSF NCAR.
● Performance & Quality Assurance:
Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for Help Desk operations, driving continuous improvement in response times, resolution rates, and customer satisfaction.
Conduct regular quality assurance reviews of Help Desk interactions and resolutions, providing constructive feedback and training to staff.
Implement user feedback mechanisms to continuously assess and improve service quality.
● Knowledge Management:
Develop and maintain a comprehensive knowledge base for common IT issues and solutions, empowering users with self-service options and improving technician efficiency.
Ensure all documentation for IT systems and processes relevant to end-users is current and accessible.
Multimedia Services Management (25%)
At this time, the Enterprise Multimedia Team has a Lead with subject matter expertise in multimedia services, audiovisual technologies, and event, conference, and meeting support. This Lead reports to the Help Desk and Multimedia Manager, and as a result the HDMM Manager will require less direct expertise in multimedia delivery. The HDMM Manager is nonetheless accountable for multimedia service delivery including:
● Operations & Support:
Oversee the delivery of multimedia services, including audio-visual support for meetings, conferences, and events (both in-person and virtual).
Manage the setup, operation, and maintenance of conference room technology, presentation systems, video conferencing solutions, and digital signage.
Provide expert guidance and support for live streaming, recording, and editing of multimedia content.
Work closely with administrators and IT staff in UCAR, UCP, and NSF NCAR, to provide counseling, advice, and design support for rooms outside the purview of Enterprise Multimedia Services.
● Technology Management:
Evaluate, recommend, and implement new multimedia technologies and solutions to enhance collaboration and communication capabilities.
Ensure the reliability, security, and performance of all multimedia systems and equipment.
Manage inventory and lifecycle of multimedia hardware and software.
● Training & Consultation:
Train users on multimedia equipment and best practices for effective presentations and virtual meetings.
Consult with departments and project teams on multimedia requirements for various initiatives.
Assistant Director of Enterprise IT (25%)
● Strategic Planning & Development:
Collaborate with the CIO and the IT Senior Leadership Team on strategic planning, goal setting, and the development of long-term technology roadmaps.
Identify opportunities for technology innovation and process improvement across the EIT department.
Assist in the development and management of the EIT budget, ensuring efficient allocation of resources.
● Project Leadership & Management:
Lead or co-lead key cross-functional IT projects from inception to completion, ensuring adherence to timelines, budgets, and scope.
Represent EIT in various organizational committees and working groups.
Coordinate efforts between different EIT teams (e.g., Network, Systems, Applications) to ensure integrated and effective service delivery.
● Operational Oversight & Improvement:
Support the CIO in ensuring the overall operational efficiency, reliability, and security of enterprise IT systems and services.
Contribute to disaster recovery and business continuity planning for IT services.
● Vendor Management & Procurement:
Assist in managing relationships with IT vendors and service providers, evaluating contracts, and overseeing service delivery.
Participate in the procurement process for new IT hardware, software, and services.
Other Desired/Required Skills/Experience
Understands how to effectively communicate the importance of customer service to the team, and how to ensure that customers receive a good experience.
Understands the relationship between organizational activities and the IT capabilities that can help support those activities. Communicates that relationship effectively to both organizational leadership as well as IT leadership.
Independently evaluates software, hardware, and cloud solutions for complex problems. Recommends and/or supports the recommendation of full solutions to the Enterprise IT leadership team and organizational leadership teams including systems to be purchased, strategies to follow, personnel required, and plans for reaching goals. Presents proposed solutions to appropriate governance bodies. Builds support where necessary. Manages projects through to completion.
Determines best application of resources to achieve results based on organizational and Enterprise IT strategies and priorities.
Evaluates strategies and system deployments.
Solves complex problems common to heterogeneous computing environments including mobile devices, customers, cloud services, and virtual environments.
Recommends best courses of action to maintain productive, secure, computing environments that enable the organizational mission to take place effectively. Assumes responsibility for the integrity of design decisions, taking into account economic, political, cultural, and technical considerations.
RequirementsEducation:
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree preferred.
Experience:
Minimum of 8 years of progressive experience in IT, with at least 3-5 years in a leadership or management role overseeing help desk, desktop support, or IT operations.
Proven experience managing or significantly contributing to multimedia/audiovisual support services.
Demonstrated experience in strategic planning and project management within an IT department.
Strong track record of improving IT service delivery and customer satisfaction.
Experience with IT Service Management (ITSM) frameworks (e.g., ITIL).
KNOWLEDGE/SKILLS/ABILITIES
Technical Skills:
Proficiency with Help Desk ticketing systems (e.g., Jira Service Management).
Solid understanding of operating systems (Windows, macOS, Linux), network fundamentals, and common business applications (e.g., Microsoft 365, Google Workspace).
Knowledge of video conferencing platforms (e.g., Google Meet, Zoom), AV equipment, and live streaming technologies.
Familiarity with cybersecurity best practices as they relate to end-user devices and services.
Leadership Skills:
Exceptional leadership, team-building, and mentorship abilities.
Outstanding customer service orientation and communication skills (verbal and written).
Strong analytical, problem-solving, and decision-making capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Excellent interpersonal skills, with the ability to collaborate effectively with diverse stakeholders at all levels of the organization.
Preferred Certifications
ITIL Foundation or higher
CompTIA A+, Network+, Security+
PMP (Project Management Professional)
Microsoft Certified: Modern Desktop Administrator Associate
Company DescriptionAt NCAR - the National Center for Atmospheric Research - we study weather, water, climate, air quality, and space weather to help protect lives and livelihoods, grow the economy, and enhance our nation’s security and well-being. We collaborate with research partners to advance the science that makes predictions better and with end users to develop applications for forecasters, farmers, resource managers, retailers, the military, and many other stakeholders.
UCAR - the University Corporation for Atmospheric Research - manages NCAR on behalf of the National Science Foundation. We are a nonprofit consortium of more than 115 colleges and universities with research and training programs in Earth system science. We bring together the academic community and provide the operational management that are both essential to NCAR's success. UCAR’s community programs, from educational resources to data delivery and other services, extend the reach and impact of NCAR’s world-class research to the community and society.
We seek talented people with diverse backgrounds, training, and skills to join us in our mission of science in service to society. Want to learn more? Visit ucar.edu.
The NSF NCAR Vision:
A world-class research center leading, promoting and facilitating innovation in the atmospheric and related Earth and Sun systems sciences
The NSF NCAR Mission:
To understand the behavior of the atmosphere and related Earth and geospace systems To support, enhance, and extend the capabilities of the university community and the broader scientific community, nationally and internationally To foster the transfer of knowledge and technology for the betterment of life on Earth
Learn more about NSF NCAR: Science for a Resilient, Sustainable Society: https://youtu.be/swGsM1L0Jhk
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2025-11-14
Event Type
Job Posting
TimeMonday, 17 November 20254:47pm - 4:48pm CST
LocationHall 6
United States of America
NSF National Center for Atmospheric Research (NCAR) and University Corporation for Atmospheric Research (UCAR)
In-person
Full Time
Permanent