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)