IT Services Manager

Elliot Park

WAGE RANGE: $85,000 - $101,000/annually

JOB SUMMARY

This role manages the IT support team for our internal users, and reports to the Director of Technology Services. This includes managing the responsiveness, customer service and communication of the IT help desk team members as well as maintaining effective KPIs with the team. Team management includes regularly scheduled one-on-ones with all team members, running daily meetings supervising and setting the work direction and priorities of the team members and conducting regular performance reviews.

Duties include the administration and support of client computers in an enterprise environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, and equipment (including but not limited to desktops, laptops, phones and tablets) to ensure optimal performance. This person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide desktop management and support services for the organization. Customer service experience and good communication skills are required.

The IT Service Manager will coordinate with system administration staff to maintain networking and server equipment as well as cloud-based systems.

This position will also work in partnership with other teams to achieve goals of the department that are in line with the organizational strategic plan and will embrace the high standards of Catholic Charities ethics and core values.

ESSENTIAL FUNCTIONS

1. Working with the Director of Technology, provide work direction, schedule tasks, and other supervisory tasks as needed to the Direct Support team.

1. Identify and resolve personal computing troubles by recommending and performing actions to correct problems with computer hardware, software, and peripheral devices.

1. Define and implement personal computing standards and configurations for desktops, laptops, printers, and mobile devices.

1. Maintain personal computing devices and update as required with patches, virus control, OS upgrades and imaging, and other standardized packages.

1. Evaluate overall operations of computing and information technology functions and recommend enhancements and identify emerging information technologies as required.

1. Maintain an inventory of all IT hardware and software assets.

1. Accurately report IT support and repair tasks in a ticket system.

1. Provides Desktop, VOIP Phone System and Multi-Functional Printer support as outlined in specific work plans.

1. Fax Server Support (including assignment of eFax numbers and end user training)

1. Identifies, evaluates, prioritizes and resolves a wide variety of IT hardware, software, and operational issues and technical problems.

1. Develops and maintains appropriate system documentation to ensure that documentation is current.

1. Provide Overall work direction to the Direct Support Team

1. Hold regular meetings of the Direct Support team to share information, map out obstacles and promote teamwork.

1. Recommend Schedule adjustments and training for team members to the Director of Technology.

1. Promote the overall cohesion and collaboration of the direct support team.

1. Be available for occasional rotation of after hours support.

1. Maintain knowledge of agency servers and networking devices to help the system administration team troubleshoot and maintain the environment.

Other duties as assigned.

QUALIFICATIONS/TECHNICAL EXPERTISE

• Associate's degree in computer science or a related field preferred but not required.
• Minimum of four (4) years of relevant experience in the administration, deployment, and support of Windows Enterprise Operating Systems and configurations is required.
• 2 years of experience with desktop deployment solutions and setup and configuration of desktops, laptops, tablets, and mobile devices is required.
• At least two (2) years of supervisory experience is preferred.
• Basic knowledge of networking systems, components, and fundamentals.
• Proven abilities in Customer Service, team building and conflict negotiation.
• Previous experience using a Helpdesk Incident ticketing system.
• Experience with Active Directory administration
• Expertise in MS Office product functionality including Outlook, Word, Excel, Visio, PowerPoint
• Good working knowledge of Windows Server and desktop platforms, up to and including the current version.
• Must have a valid driver's license, and proof of insurance coverage.
• Has the ability to work with diverse and/or low-income populations, including those who may be experiencing homelessness, unstable housing, and/or mental illness.

PHYSICAL REQUIREMENTS

CPR

No

Driving

No

Operating specialized machinery (additional assessment may be required)

No

Walking or standing > 2 hours/shift

No

Lifting up to 25lbs without assistance

No

Lifting up to 50lbs without assistance

No

Physically restraining clients

No