Ascend Nonprofit Solutions - IT Desktop Support Manager
Ascend Nonprofit Solutions•Charlotte, NC
•Hybrid
About The Position
Ascend Nonprofit Solutions - IT Desktop Support Manager About Ascend Nonprofit Solutions 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 Excellence: Establish and refine best practices for the entire technical support lifecycle.
- Data-Driven Strategy: Develop daily, weekly, and monthly productivity reports to optimize team workflows.
- Process Optimization: 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.
- Advanced Troubleshooting: 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.
- Identity & Access Management: Oversee active directory maintenance, user account creation, termination workflows, and role-based access controls across core applications.
- Mentor & Grow: Recruit, onboard, train, and evaluate a high-performing help desk team.
- Elevate Service: Ensure the team delivers warm, professional, and timely support daily.
- Onboarding & Education: Design and deliver engaging IT training programs and onboarding documentation for end-users.
- Listen & Adapt: Own the annual customer satisfaction survey process to identify and implement service improvements.
- Standardize: Author clear standard operating procedures (SOPs) and internal documentation.
- Knowledge Management: Create, organize, and maintain a standardized internal knowledge base for standard operating procedures (SOPs) and client environment configurations.
- System Stability: Assist with hardware/software installations, patching, and major upgrades.
- Network Operations: Support physical/virtual compute environments, active directory/user rights, and VOIP systems.
- Security & Compliance: 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
