IT Support Services Manager

Full-time - Mid Level

Baltimore, MD

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

Reporting to the Vice President for Information Technology, the IT Support Services Manager will lead the Help Desk team to provide exceptional IT Support across the organization, ensuring effective service delivery and operational efficiency. This role combines technical leadership with operational oversight, covering Help Desk management and support, billing and vendor management, managed service provider coordination, and physical office management. The manager will also handle IT assets and infrastructure in remote and local offices.

Responsibilities

• Manage and mentor the Help Desk team, including hiring, performance evaluations, coaching, and professional development.
• Develop work schedules, assign tasks, and monitor ticketing queues to ensure timely and accurate resolution of incidents and requests.
• Foster a high-performance culture by establishing performance benchmarks and driving continuous improvement initiatives.
• Handle escalated issues and serve as the final resolution for complex technical problems.
• Oversee Help Desk operations, ensuring adherence to service-level agreements (SLAs) and quality standards.
• Track, report, and analyze key performance indicators to monitor team performance and identify improvement opportunities.
• Develop processes and procedures to streamline support operations, minimizing disruptions.
• Coordinate with other IT Teams and departments to ensure alignment and collaboration on cross-functional initiatives.
• Provide hands-on support as required, including assisting users with hardware and software questions and problems.
• Oversee onboarding and offboarding processes.
• Maintain an accurate and up-to-date inventory of IT hardware and software assets.
• Coordinate asset lifecycle management, including acquisition, deployment, maintenance, and decommissioning.
• Enforce asset tagging and tracking to ensure accountability and compliance.
• Monitor hardware and software usage to optimize resource allocation and identify procurement needs.
• Provide support for IT audits and security compliance.
• Document processes and procedures to guide help desk work.
• Establish relevant end-user training and deliver monthly.
• Establish and upkeep end-user self-help and IT support knowledge base documentation.
• Meet with customers regularly to identify areas of improvement.
• Manage vendor relationships, contracts, and service level agreements to ensure optimal service delivery.
• Oversee the procurement and renewal of software licenses, hardware, and maintenance contracts.
• Manage the submission and payment of IT-related invoices, ensuring timely and accurate processing.
• Oversee the organization's Managed Service Provider (MSP) to ensure consistent service delivery and alignment with business needs.
• Manage IT infrastructure across physical offices, including remote sites, to ensure operational efficiency.
• Oversee printers, conference rooms, AV equipment, and internet connections to ensure smooth functionality.
• Coordinate with facilities teams to support office expansions, relocations, and technology installations.

Requirements

• Undergraduate degree in Information Technology, Computer Science, Business Administration, or a related field and at least 3-5 years of related experience, or an equivalent combination of education and experience.
• At least 2 years in a leadership or supervisory role of a technical support team.
• Strong knowledge of Help Desk operations and service management/ticketing tools.
• Solid understanding of computer hardware, networks, and software and the ability and willingness to quickly learn new technology and software.
• Familiarity with Azure, asset management systems, inventory tracking methodologies, and physical office technologies.
• Experience managing vendors, MSPs, and IT billing processes.
• Excellent interpersonal and communication skills, with a customer-centric approach to service delivery.
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment.
• Commitment to Global Refuge's core mission and values and an ability to model those values in relationships with colleagues and partners.

Nice-to-haves

• CompTIA A+ or CompTIA Network+ certification required within one year of employment.
• Microsoft Certified: Modern Desktop Administrator Associate (preferred).
• AZ-900 Microsoft Azure Fundamentals (preferred).

Benefits

• Medical, dental, and vision available on the first day of employment.
• Professional development, tuition reimbursement.
• Generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays.
• 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave.
• Company 403(b) contribution of 3%, an additional 7% match which vests immediately.
• Family Building benefits for reproductive procedures, adoption/foster care assistance.
• An annual wellness benefit that can be customized to support personal needs including funding enrichment classes, gym memberships, and healthy eating plans.