Help Desk Manager: * Design and Enforce request handling and escalation policies and procedures. * Oversee the development, implementation, and administration of Help Desk staff training procedures and policies. * Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time-frames. * Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. * Manage the process of the incoming requests/incidents to the Help Desk via Ticketing System, Email or Telephone to ensure courteous, timely, and effective resolution of end user issues. * Monitor and test fixes to ensure problems have been adequately resolved. * Track and analyze trends in Help Desk requests and generate statistical reports. * Assess need for any system re-configurations (minor or significant) based on request trends and make recommendations. * Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. * Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. System Admin Team: * Responsible for all procedures and processes necessary to ensure the safety and integrity of organizational servers, data systems, file structures, computer operating systems and computer system software. * Assign personnel to various projects, directs their activities, and evaluates their work. * Participates in all phases of total system planning and in the generation of justifications and specifications for facility requirements and enhancements. * Plans and supervises training of systems administrator personnel. * Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative. * Work with Finance Department to create team's annual budget.