IT Support Manager

Catholic Charities Serving Central Washington•Yakima, WA

4d•$92,500 - $111,500

About The Position

The IT Support Manager leads day-to-day IT support services across Catholic Charities locations. This hands-on role supervises IT Support Technicians, manages help desk operations and site coverage, and provides technical support for end-user hardware, software, mobile devices, and related technology. The position works under the direction of the Director of Information Technology to ensure timely, professional, and effective technology support across all agency locations. The role manages help desk operations and support requests; provides Tier 2 technical support; coordinates IT onboarding and offboarding and equipment lifecycle activities; and supervises and guides IT support staff. It also coordinates technology deployments and site support, troubleshoots desktop, mobile, network, and connectivity issues, and assists with infrastructure projects. The manager maintains support documentation, follows established security procedures, escalates advanced issues, and recommends service improvements. The position is based in Yakima, Washington, and is full time, Monday through Friday, 8 a.m. to 5 p.m. Travel may be up to 25%.

Requirements

At least five years of progressively responsible experience in IT technical support, desktop support, help desk support, systems support, or related IT services.
Experience providing Tier 2 or advanced technical support.
Experience supporting Microsoft 365, Windows workstations, Active Directory, networking, mobile devices, and end-user technology.
Strong customer-service commitment and responsive technical support skills.
Strong troubleshooting and analytical skills, including the ability to independently diagnose and resolve technical problems.
Ability to lead, coach, prioritize, delegate, and monitor technical support staff work.
Strong knowledge of Windows desktop operating systems and Microsoft 365 applications.
Working knowledge of Active Directory, user accounts, security groups, permissions, and access management.
Working knowledge of TCP/IP networking, Wi-Fi, VPNs, DNS, DHCP, switches, and basic network troubleshooting.
Knowledge of endpoint management, patching, antivirus and endpoint protection, and workstation security practices.
Ability to manage multiple priorities and respond effectively to urgent support needs.
Strong written and verbal communication skills, including the ability to explain technical information to non-technical users.
Strong documentation and organizational skills.
Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
Ability to work independently and recognize when issues require escalation.
Commitment to Catholic Charities' mission and service excellence.
Valid Washington State driver's license and the minimum required Washington State liability insurance; must be deemed insurable by Catholic Charities' liability insurance provider.
Employment is conditional upon clearance through a criminal background check and fingerprinting when required.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent technical education, certifications, and substantial related work experience may substitute.
Experience supervising, leading, mentoring, or coordinating IT support staff.
Experience supporting users across multiple locations.
Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, ITIL, or similar.

Responsibilities

Manage daily help desk operations and ensure timely, professional resolution of support requests.
Monitor ticket queues, response times, aging tickets, recurring issues, and service levels.
Provide hands-on Tier 2 support for hardware, software, Microsoft 365, printers, mobile devices, and connectivity issues.
Ensure support requests and resolutions are properly documented; identify recurring issues and recommend improvements to support processes.
Coordinate IT onboarding and offboarding with Human Resources and department managers.
Track equipment assignments, transfers, replacements, returns, and retirements; maintain lifecycle and warranty documentation; conduct inventory audits and reconcile discrepancies.
Supervise, coach, and provide technical guidance to IT Support Technicians; assign workloads, priorities, site coverage, and daily responsibilities.
Conduct regular supervision meetings, provide performance feedback, and coordinate time-off requests while maintaining support coverage.
Coordinate IT support, equipment installations, workstation moves, and technology needs across agency locations.
Coordinate setup, deployment, maintenance, and replacement of computers, printers, mobile devices, phones, and other technology.
Support Windows, Microsoft 365, and approved agency applications.
Install, configure, troubleshoot, and support network equipment, switches, wireless access points, VPN connectivity, and network-connected devices.
Troubleshoot TCP/IP, DNS, DHCP, VLAN, Wi-Fi, and general LAN/WAN connectivity issues.
Assist with network upgrades, equipment replacements, cabling, site deployments, and other infrastructure projects.
Maintain accurate IT inventory and coordinate vendor support as needed.
Support agency mobile devices, email synchronization, mobile applications, and approved mobile connectivity solutions.
Coordinate telecommunications support requests with vendors and escalate significant service issues as appropriate.
Maintain help desk procedures, technical documentation, and knowledge-based resources.
Follow established cybersecurity, user access, endpoint protection, data protection, password, and technology-use procedures.
Escalate cybersecurity incidents and advanced server, firewall, or infrastructure issues to the Director of Information Technology.
Review support trends and recommend service improvements to the Director of Information Technology, including opportunities to automate support processes.
Perform initial troubleshooting of network connectivity, wireless, VPN, printing, and other infrastructure-related issues; assist with infrastructure troubleshooting and implementation when requested.
Perform other duties as assigned, consistent with the scope and responsibilities of the position.

Benefits

13 paid holidays.
12 days of vacation per year.
12 days of sick leave per year.
Health insurance including medical and prescription coverage, with optional dental and vision plans; Catholic Charities pays the majority of premiums.
Retirement 403(b) plan: employee contributions commence upon employment; Catholic Charities contributes 2% of monthly income and matches up to 4% of employee contributions after six months of employment.
Basic life insurance paid 100% by Catholic Charities.
Flexible Spending Account eligibility after six months of employment.
Education Assistance Program reimbursing up to $5,250 per year for approved continuing education after six months of employment.
Additional voluntary insurance options, including supplemental life, accidental death and dismemberment, critical illness, long-term disability, accident, and identity theft coverage.
Employee Assistance Program, including three counseling sessions per year, legal consultations, financial coaching, and other wellbeing tools.
Annual longevity awards beginning at five years of employment.