Help Desk Manager

Company Description

A LITTLE ABOUT US:

Dungarvin is a national organization of privately owned companies that are dedicated to providing high-quality, community-based support to people with intellectual and developmental disabilities, people who are faced with mental health, behavioral or significant medical challenges, and to children and their families.

WE OFFER:

• Competitive pay 
• Innovative, collaborative environment with a flexible work/life balance schedule
• The ability to make a direct impact by being heavily involved in design, planning, and implementations as well as M&A.
• 401(k) plan with company match
• Hybrid work model (2 Days in office)
• Company provided hardware and cellphone stipend
• FREE Long-term Life Insurance
• FREE Long-term Disability
• Verizon Wireless and Dell employee discounts
• Generous PTO that increases with tenure
• Pet Insurance
• Medical, Dental, Vision
• Domestic partners eligible for Dental

Job Description

You will be overseeing the day-to-day activities of the help desk operations to ensure users and business teams receive the support they require. The role is part general management, part service operations, and part special projects. You will wear many hats. In addition to managing a potentially large staff of support agents, the Help desk Manager also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the help desk liaison to major business-impacting initiatives.

• The Help Desk Manager is responsible for providing leadership for the IT help desk staff which includes staffing, scheduling & Service Request resolution.

• Provides management support to the Help Desk team including coaching, mentoring, performance reviews, and creation/review of Key Performance Indicators while making recommendations to improve operational efficiency.

• Establishes and maintains relationships with business units throughout the organization so as to understand their working environments and communications needs within a multiple-location environment.

• Be responsible for IT customer satisfaction and desktop productivity of all employees while also researching, recommending, planning, and deploying new applications and/or hardware solutions that enhance employee productivity.

• Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems. 

• Develop, Manage and implement company inventory system for hardware/software. You will be responsible for evolving our current system by implementing SysAid Add-on tool called CMDB. 

• Participate in Vendor relationship management as it relates to the company's IT Department.

Qualifications

MUST HAVE:

• Associate-level degree focused on information technology skills such as computer science, network engineering, or another technology skill.
• 4 years of work experience within IT Support, Helpdesk, and/or System Administrator role within a multi-site environment 
• 2 years or more experience with Enterprise IT Service/Help Desk in a lead or supervisory capacity
• 2 years of Microsoft desktop and networking technologies including; Windows Operating Systems, MS Office Suite, MS Outlook, Windows Active Directory, and Exchange.
• Exposure to incident management software tools (SysAid), Ghost, DRP systems, or similar products. 

NICE TO HAVE:.

• Microsoft 365, Microsoft IT, ITIL Foundation, Microsoft A+, CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST) certifications

Additional Information

SKILLS CRUCIAL TO THE SUCCESS OF THIS ROLE:

• You should be strong in leading and coordinating organizational change initiatives. Being proactive to identify and manage changes in both the business needs and IT processes.
• They are the visionary leader responsible for ensuring that the IT Helpdesk organization is providing a consistent level of exceptional service
• Leadership: You can use your leadership skills to motivate your team, encourage them to complete their work on time, and help them develop their skills.
• Strong interpersonal and communications skills; capable of writing proposals or documentation, acting as a vendor liaison, making presentations to end users or professional peers, and working closely with IT Director.

WHY THIS ROLE:

• If you’ve ever felt the need to help someone along their path to success, then consider a career helping intellectually disabled individuals. Although your role will not directly impact those we serve you are a part of something BIGGER.
• This role has a unique opportunity to bring value to a rapidly growing organization by sharing new ideas and best practices for processes and procedures. 
• You enjoy staying apprised of the latest technologies and hardware within the IT Space. You see value in staying up to date.

IMPORTANT TO KNOW:

At Dungarvin, diversity and inclusion are a part of what makes our organization strong. Together, we can continue to work towards an inclusive culture that supports our employees and persons served. Compass and Dungarvin are affirmative action and equal opportunity employers.

The deadline for internal applications is set for one week from the date of the job posting.

#DDIJ

#LI-Hybrid