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Blood Cancer United · 18 hours ago

Help Desk Manager

New York, NY

Full-time

Onsite

Mid, Senior Level

$70K/yr - $87K/yr

5+ years exp

Blood Cancer United is dedicated to finding cures for cancer and enabling patients with blood cancer to gain more than one million years of life by 2040. The Help Desk Manager will provide operational support for end users, manage a team delivering technical support, and oversee help desk practices and performance metrics.

Non-profit Organization Management

Responsibilities

Manage a team of 5 providing Tier 1 & 2 tech support across the U.S

Oversee team development: performance goals and management, appraisals, onboarding, mentoring

Lead daily operations and workflow using support desk software

Define and publish support standards, operating hours, and handoffs

Collaborate with VP on strategic vision, goals, and roadmap

Serve as an escalation point for Level 1 & 2 issues

Implement proactive service measures to reduce status calls

Develop and improve service desk practices aligned with ITIL 4 and KPIs

Coordinate with Application Support for documentation, training, and change management

Generate and analyze help desk performance reports, ticket trends, and KPIs for recognition and to identify recurring issues and propose solutions

Manage IT assets: deployment, recovery, inventory, lifecycle

Provide technical troubleshooting and A/V support for meetings

Contribute to Technology Operations Leadership Team initiatives

Qualification

ITIL 4 FoundationMicrosoft 365 Endpoint AdministratorCompTIA A+Windows OS proficiencyActive Directory knowledgeDatabase maintenanceCustomer service skillsTechnical explanation abilityMobile device supportMacOS familiarityCommunication skills