Technical Operations Director

7 days ago

Baltimore, Maryland, United States Global Refuge Full time
Job Description:

The Technical Operations Director will oversee the daily operations of the Help Desk team, ensuring seamless technical support to users across the organization. This role requires strong leadership skills, a deep understanding of IT service management principles, and excellent communication skills.

Responsibilities:
  • 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.
Requirements:
  • 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.
Benefits:
  • We offer a competitive salary: $85,000 per year.
  • A comprehensive benefits package, including medical, dental, and vision insurance.
  • Professional development opportunities, including tuition reimbursement.
  • Generous paid time off, including 20 days of vacation, 12 days of sick leave, and 12 paid holidays.
  • 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave.
  • Company 403(b) contribution of 3%, with an additional 7% match that vests immediately.

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