Excellent opportunity to join a large nonprofit as the IT Helpdesk Manager. We will be doing a consulting to perm. Upon conversion the benefits are outstanding (10% employer contribution in retirement plan, extensive PTO and holiday plays, excellent health/vision/dental mainly covered by employer, etc).
Onsite support is required two times per week, with the possibility of more frequent visits during the initial phase.
DUTIES
Supervisory Responsibility
- Manage and mentor the Help Desk team, including hiring, performance evaluations, coaching, and professional development.
- Develop work schedules, assign tasks, and monitor ticketing queues to ensure timely and accurate resolution of incidents and requests.
- Foster a high-performance culture by establishing performance benchmarks and driving continuous improvement initiatives.
- Handle escalated issues and serve as the final resolution for complex technical problems.
Help Desk Team Operations
- Oversee Help Desk operations, ensuring adherence to service-level agreements (SLAs) and quality standards.
- Track, report, and analyze key performance indicators to monitor team performance and identify improvement opportunities.
- Develop processes and procedures to streamline support operations, minimizing disruptions.
- Coordinate with other IT Teams and departments to ensure alignment and collaboration on cross-functional initiatives.
- Provide hands-on support as required, including assisting users with hardware and software questions and problems, fielding requests from users seeking technical guidance, and diagnosing problems.
- Oversee onboarding and offboarding processes.
Inventory and Asset Management
- Maintain an accurate and up-to-date inventory of IT hardware and software assets.
- Coordinate asset lifecycle management, including acquisition, deployment, maintenance, and decommissioning.
- Enforce asset tagging and tracking to ensure accountability and compliance.
- Monitor hardware and software usage to optimize resource allocation and identify procurement needs.
- Provide support for IT audits and security compliance.
- Document processes and procedures to guide help desk work.
- Establish relevant end-user training and deliver monthly.
- Establish and upkeep end-user self-help and IT support knowledge base documentation.
- Ticketing System improvements and upgrades.
- Meet with customers regularly to identify areas of improvement.
- Participate in projects outlined by the Vice President of Information Technology.
Other Operations
- Manage vendor relationships, contracts, and service level agreements to ensure optimal service delivery.
- Oversee the procurement and renewal of software licenses, hardware, and maintenance contracts.
- Manage the submission and payment of IT-related invoices, ensuring timely and accurate processing.
- Oversee the organization's Managed Service Provider (MSP) to ensure consistent service delivery and alignment with business needs.
- Manage IT infrastructure across physical offices, including remote sites, to ensure operational efficiency.
- Oversee printers, conference rooms, AV equipment, and internet connections to ensure smooth functionality.
- Coordinate with facilities teams to support office expansions, relocations, and technology installations.
QUALIFICATIONS
- Undergraduate degree in Information Technology, Computer Science, Business Administration, or a related field and at least 3-5 years of related experience, or an equivalent combination of education and experience.
- At least 2 years in a leadership or supervisory role of a technical support team.
- Strong knowledge of Help Desk operations and service management/ticketing tools.
- Solid understanding of computer hardware, networks, and software and the ability and willingness to quickly learn new technology and software.
- Familiarity with Azure, asset management systems, inventory tracking methodologies, and physical office technologies.
- Experience managing vendors, MSPs, and IT billing processes.
- Excellent interpersonal and communication skills, with a customer-centric approach to service delivery.
- Onsite support is required two times per week, with the possibility of more frequent visits during the initial phase.
Preferred Certifications:
- One of the following certifications is required within one year of employment.
- CompTIA A+ or CompTIA Network+
- Microsoft Certified: Modern Desktop Administrator Associate (preferred)
- AZ-900 Microsoft Azure Fundamentals (preferred)