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IT Help Desk Manager

3 months ago

Cleveland, United States Catholic Charities Full time
Looking for a rewarding career with a purpose?

Come see why the Cleveland Plain Dealer has named Catholic Charities one of the top workplaces for 10 years in a row.

If you are a compassionate and dedicated person looking for an opportunity to make a difference in society, we encourage you to apply. Catholic Charities isn't just an organization that provides help to those in need in our communities-it's a place where employees are encouraged to live purpose driven lives, professionally and personally. Join our team as we provide help and create hope for those in need.

At Catholic Charities, we serve everyone, regardless of belief or background, and we employ qualified individuals who commit to our mission with the goal of transforming lives for the better.One need not be Catholic to join our workforce nor to access our services.

Benefits:

  • Health Insurance starting your first day
  • Tuition Reimbursement
  • 401k plan including employer match
  • Competitive Time Off Benefits
  • Career Planning and Development
  • And more
IT Help Desk Manager

IT Help Desk Manager will Lead our technical support team in providing exceptional service to our users. In this role, s/he will be responsible for overseeing all aspects of the help desk operation, ensuring efficient resolution of user issues, and fostering a team environment focused on continuous improvement.

Responsibilities:
  • Under direction, ensure that the activities of this position and relevant programs are consistent with the mission, vision, and values of Catholic Charities, Diocese of Cleveland.
  • Manage and lead a team of help desk technicians, providing coaching, mentoring, and performance evaluations.
  • Establish and maintain high standards for customer service, ensuring timely and accurate resolution of user inquiries.
  • Develop and implement strategies to improve help desk efficiency, including optimizing workflows, establishing knowledge base articles, and identifying opportunities for automation.
  • Analyze trends in user support requests to identify potential systemic problems and recommend solutions.
  • Identify and escalate complex technical issues to the appropriate internal teams.
  • Collaborate with other IT staff to ensure seamless support for users.
  • Stay up to date on emerging technologies and industry best practices.
  • Develop and maintain a knowledge base for common user issues.
  • Track and report on help desk activities and metrics.
  • Budget and manage help desk resources effectively.
  • Perform other related duties as required.


Qualifications:
  • Bachelor's degree in Information Technology or a related field (preferred).
  • Minimum 5 years of experience in a technical support role, with at least 1 year of leadership experience.
  • Proven track record of successfully managing and motivating a team.
  • Excellent problem-solving and analytical skills.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with both internal and external clients.
  • Proficient in Microsoft Office Suite and ticketing systems.
  • Experience with remote support tools (a plus).
  • Ability to perform multifaceted tasks with minimum supervision
  • Proven experience working collaboratively in a diverse, team-oriented environment


Learn More about Catholic Charities and our Programs by visiting:
  • Overview | Catholic Charities Diocese of Cleveland (ccdocle.org)
  • Service Areas | Catholic Charities Diocese of Cleveland (ccdocle.org)


Catholic Charities is an equal opportunity employer.