Ascend Nonprofit Solutions - IT Desktop Support Manager

Ascend Nonprofit Solutions • Charlotte, NC

2d • Hybrid

About The Position

At Ascend NPS, we empower organizations that change communities. As our IT Desktop Support Manager, you won't just manage tickets-you will lead the technical front line that keeps our mission-driven clients connected, secure, and running smoothly. Reporting directly to the Chief Information Officer (CIO), you will have a direct voice in shaping our support strategy, mentoring growing tech talent, and delivering an incredible customer experience.

Requirements

• 2+ years of IT support experience, with a proven track record of troubleshooting laptop/workstation hardware and network connectivity (DNS, DHCP).
• Demonstrated experience in designing/managing helpdesk systems and workflows.
• 2 years of experience supervising others.
• Outstanding ability to de-escalate stressful situations, prioritize heavy demands, and communicate with warmth.
• Deep familiarity with Microsoft 365, onboarding/offboarding, and helpdesk workflows.
• High School Diploma required.
• CompTIA A+, Network+, or equivalent verified experience.
• Active Driver's License, reliable personal vehicle, and auto insurance (required for transporting computer equipment between local client sites).
• Ability to occasionally lift and move IT equipment up to 20 lbs.

Nice To Haves

• Associate degree or higher preferred.
• Microsoft Certified Professionals.

Responsibilities

• Define and refine best practices for the entire technical support lifecycle.
• Develop daily, weekly, and monthly productivity reports to optimize team workflows.
• Establish, document, and enforce SLA-driven best practices across the entire technical support lifecycle. Investigate and Implement AI based helpdesk to assist with remediation of tickets.
• Assist in resolving Helpdesk issues/tickets as needed. Serve as the senior tier-1/2 expert for complex Microsoft 365, Remote Access, computer, and networking issues.
• Oversee active directory maintenance, user account creation, termination workflows, and role-based access controls across core applications.
• Recruit, onboard, train, and evaluate a high-performing help desk team.
• Ensure the team delivers warm, professional, and timely support daily.
• Design and deliver engaging IT training programs and onboarding documentation for end-users.
• Own the annual customer satisfaction survey process to identify and implement service improvements.
• Author clear standard operating procedures (SOPs) and internal documentation.
• Create, organize, and maintain a standardized internal knowledge base for standard operating procedures (SOPs) and client environment configurations.
• Assist with hardware/software installations, patching, and major upgrades.
• Support physical/virtual compute environments, active directory/user rights, and VOIP systems.
• Proactively Monitor systems via Pulseway and ensure network security compliance (AV, IPS, HIPAA, FERPA).

Benefits

• Comprehensive Medical, Dental, Vision insurance options
• Health and Dependent Care Flexible Spending Accounts
• Retirement plans with match
• 20 days PTO and 11 paid holidays
• Mileage reimbursement for client site visits
• Basic Life and Accidental Death & Dismemberment (AD&D)
• Voluntary Life and AD&D
• Company paid Short Term and Long-Term Disability Insurance
• Supplemental Benefit Offerings
• Fit4Work Wellness Program
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED