Help Desk Support Services Manager - Information Technology; IT

Help Desk Support Services Manager - Information Technology (IT)

Join to apply for the Help Desk Support Services Manager - Information Technology (IT) role at UMOS, Inc.

Description

Earn up to $3,000 in incentive pay during your first year of employment! Are you a motivated, results-oriented candidate seeking to put your talents, skills, and experience to work as part of a mission-driven, customer-focused organization? If so, we invite you to join UMOS’ diverse and dedicated team of over 1,000 professionals making a positive difference across more than 60 offices in seven states.

UMOS supports helping families, businesses, and communities build better futures.

Benefits

To support its team members, UMOS offers highly competitive compensation as well as a benefits package including:

• Paid time off that will increase over your years of service
• 15 paid holidays annually
• A robust range of insurance covering health, dental, vision, life, short- and long-term disability, and accidental death & dismemberment
• Health Savings Account or Flexible Spending Account options
• Employee assistance program for well-being
• Retirement plan options, including 401(k) and Roth IRA; UMOS annually contributes at least 3% of eligible compensation for 401(k)
• Salary range: $81,059.78 to $ (exempt per year, depending on experience)

Job Responsibilities

• Lead a multi-location team of 5+ Helpdesk Support Specialists supporting users across 50+ locations nationwide.
• Provide ongoing performance feedback and coaching via team meetings and 1:1s.
• Lead projects to continuously improve Corporate IT services; implement process improvements and documentation standards.
• Stay current on service desk trends and best practices to develop a proactive service model.
• Develop and maintain positive relationships across the organization; prepare written and electronic reports as needed.
• Obtain internal customer feedback to ensure operational effectiveness goals are met; maintain high technical knowledge through collaboration with IT personnel, vendors, and training.
• Attend meetings, conferences, and workshops as assigned.

End User Support

• Hands-on leadership with the Help Desk team; act as escalation point for complex issues; identify root causes of trends.
• Utilize corporate reporting to ensure quality of service delivery, ticket documentation, and process outputs.
• Ensure adherence to Helpdesk policies and procedures; ensure proper issue tracking from start to resolution with appropriate communication.
• Maintain awareness of network and systems availability; ensure cyber safety protocols are followed.
• Encourage independent research and resolution of tickets; ensure timely escalation when needed to meet SLAs.
• Assess user needs to recommend appropriate technology usage; provide input on technological changes; revise technical and user documentation.
• Assist with infrastructure backup/restoration procedures and maintain confidentiality of user data and permissions.

Asset Management and Support

• Oversee lifecycle management of user computing hardware and peripherals; coordinate repair, replacement, and maintenance.
• Assist with software/hardware testing and ensure proper configuration and usage of technology.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of five years of progressive IT experience supporting end-users, including at least three years supervising a multi-location Help Desk team.
• Experience delivering user system support including Windows, Active Directory, Entra , Intune, Office 2019/365, and collaboration tools.
• Minimum of three years leading technical projects; advanced knowledge of company-supported software and hardware.
• Working knowledge of IP-based enterprise networks; IT certifications a plus.
• Excellent communication and organizational skills; ability to tailor support for varied technical knowledge levels.
• Ability to work independently and in a team; confidential information handling; bilingual (Spanish) a plus.
• Must have a valid state driver’s license and reliable transportation for travel to UMOS locations.

Work Environment, Physical, and Sensory Demands

The demands described are representative of those that must be met to successfully perform job functions. Reasonable accommodations will be considered for individuals with disabilities.

Additional Eligibility Requirements

Employment with UMOS is contingent upon successful completion of a criminal background check prior to starting.

UMOS is an equal opportunity Affirmative Action 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.

Seniority level:
Mid-Senior level

Employment type:

Full-time

Job function:
Information Technology

Industries:
Non-profit Organizations