IT Support Services Manager

Location

Baltimore, MD | United States

Job description

If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you!

Reporting to the Director of Information Technology the IT Support Services Manager has the following main responsibilities. • Supervising and coordinating the activities of the Help Desk • Managing relationship, tasks and projects associated with Global Refuge Managed Service Provider (MSP) • IT Billing • IT Office Operations - All locations The IT Support Services Manager will have several direct reports to assist in the above responsibilities.

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, welcome and respite services for asylum seekers, economic empowerment and employment, and family unification for unaccompanied children. To date, we have served over 750,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as government, community, and faith partnerships.

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

• medical, dental, vision available the first day of employment,
• professional development, tuition reimbursement,
• generous paid time off including 20 days of vacation, 12 days of sick leave, 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%, an additional 7% match which vests immediately,
• Family Building benefits for reproductive procedures, adoption/foster care assistance, and
• an annual wellness benefit that can be customized to support your personal needs including funding enrichment classes, gym memberships, and healthy eating plans (to name a few) all in an inclusive and progressive environment!

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

DUTIES

Help Desk

• Supervise day-to-day Help Desk operations.
• Monitor ticket queues and ticket resolutions for timeliness, accuracy, and completeness.
• Hands-on support required - Assist users with hardware and software questions and problems, field requests from users seeking technical guidance, diagnose problems.
• Mentor, train and support the Help Desk team and evaluate performance.
• Oversee the development, implementation and administration of help desk staff training procedures and policies.
• Provide onsite and remote support to Global Refuge staff when required.
• Onboarding Offboarding process
• IT Audits and Compliance
• Develop, maintain, and report on help desk performance and SLA.
• Document processes and procedures to guide help desk work.
• Participate in projects outlined by the Director of IT Operations
• • MSP Management
• Relationship with Global Refuge MSP
• Tasks and target dates assigned to Global Refuge MSP

• IT Billing and vendor management
• Software and hardware license and subscription tracking
• Inventory Management
• Laptops
• Mobile Devices
• Computer Supplies

• In conjunction with the Director of IT, coordinate IT operations in Global Refuge offices - including printers, conference rooms, AV equipment, connection. Strategy • Establish and enforce help desk service level agreements.
• Drive improvements through KPI's
• Identify problem areas & deliver solutions to enhance quality of service to prevent future problems.
• Meet with customers regularly to identify areas of improvement.
• Identify self-service technologies to make users more self-sufficient.
• Establish relevant end user trainings and deliver monthly.
• Establish and upkeep end user self-help documentation.
• Establish and upkeep IT Support knowledge base documentation.
• Ticketing System improvements and upgrades

QUALIFICATIONS

• Undergraduate degree or a minimum 5 years of relevant experience
• Demonstrated experience in the supervision of a technical support team.
• Ability to work in a collaborative team environment.
• Solid understanding of computer hardware, networks, and software and the ability and willingness to quickly learn new technology and software.
• Ticketing System experience (Remedy, Jira, ServiceNow, etc.)
• Proficiency in Microsoft Office applications
• Familiarity with Azure
• Excellent interpersonal skills, attendance record, and the ability to work independently.
• Attention to detail; excellent organizational, time management and written and verbal communication skills to coordinate multiple projects and manage multiple deadlines; commitment to transparency; ability to generate timely and detailed documentation

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Salaries are based on the latest market data and reflect the education, skills and requirements for the role. Differentials may exist based on the region and language abilities. Global Refuge has been welcoming newcomers since 1939. Learn more at globalrefuge.org.

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