Information Technology Help Desk Manager

5 days ago

Baltimore, United States KamisPro Full time

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)

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