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UMOS, Inc. · 1 day ago

Help Desk Support Services Manager - Information Technology (IT)

Milwaukee, Wisconsin, United States

Full-time

Onsite

Mid, Senior Level

$81K/yr - $101K/yr

5+ years exp

UMOS, Inc. is a mission-driven organization dedicated to making a positive difference across various communities. They are seeking a Help Desk Support Services Manager to lead a multi-location team, improve IT services, and ensure effective support for users across numerous locations.

Health CareNon ProfitService Industry

Responsibilities

Lead a multi-location team of 5+ Helpdesk Support Specialists supporting users across 50+ locations nation-wide

Provide ongoing performance, feedback and coaching to Helpdesk team members via coaching and recurring team and 1:1 meetings

Lead projects focused on continuously improving Corporate IT services

Recommend and implement process improvements, guide team on required process documentation and related metrics

Create standards for process documentation

Stay current on emerging service desk trends and best practices to ensure that the service desk is constantly developing a proactive service model

Develop and maintain positive relationships with teams across the organization

Prepares written and electronic reports, correspondence, and other documents as needed

Obtain feedback from internal customers to ensure operational effectiveness goals are being maintained

Strives to maintain a high level of technical knowledge through interactions with other IT personnel, vendors, technical resources, and training

Attends meetings, conferences, and other workshops as assigned

Work hands-on with the Help Desk team, serving as an escalation point for complex issues and guiding the team in identifying effective solutions. Leverages experience and collaborate with department peers, department leadership, vendors, and other resources as needed to resolve complex problems. Applies knowledge to analyze trends, determine root causes, and address recurring incidents

Utilize corporate reporting system to ensure quality of service delivery of calls, ticket documentation, and output of Helpdesk processes

Direct and lead by example, ensuring the team follows established Helpdesk policies, practices, and procedures. Ensures team members thoroughly record and track issues from outset to their resolution, while maintaining communication with the requestor(s) as necessary

Maintains awareness of overall network and systems availability

Ensures cyber safety protocols and procedures are followed. Reports potentially risky/unsafe conditions or behavior

Guide the Helpdesk Team to independently research, troubleshoot, and resolve trouble tickets to maintain a healthy ticket age

Works with team members to ensure appropriate and timely escalation occurs on issues as needed for timely resolution, ensuring SLAs are met

Analyzes end user’s needs to provide recommendations related to most appropriate and efficient use of technology required to accomplish user’s tasks

Provides input and recommendations on technological changes based on observations of user and organizational needs

Recommends long-term solutions based on applied knowledge of computer software, hardware, and procedures; incident research; collaboration with peers/team members to recommend long-term solutions

Reviews and revises technical and user documentation, processes, and procedures

Assists with infrastructure backup and restore procedures according to provided instructions and IT business practices

Maintains confidentiality of network users, data, lists, rights, and permissions

Responsible for lifecycle management of user-based computing hardware and peripherals

Facilitates repair/replacement/maintenance and updates of equipment and software

Oversees and assists team with the installation of software, computer systems, and peripheral equipment

Ensures use of technology hardware, software, and cloud services are used and configured following appropriate organization and cyber safety practices

Assists with software and hardware testing to evaluate ease of use and effectiveness for user needs

Qualification

User system supportTechnical project managementLeadership experienceMicrosoft Windows 10/11Microsoft Active DirectoryMicrosoft Office 365IP based enterprise networksIT Support CertificationsBilingual (Spanish)Communication skillsOrganizational skills

Required

Bachelor's degree in information technology, Computer Science preferred, business or leadership related degree would be accepted

Minimum of five years of progressive, relevant leadership experience supporting end-users with at least three years recent experience supervising and leading a multi-location team

Minimum of five years delivering user system support such as: Microsoft Windows 10/11, Microsoft Active Directory, Microsoft Entra ID, Microsoft Intune, Office 2019/365, audio & video conferencing technologies/platforms or other similar systems

Minimum of three years of experience leading technical projects from start to finish

Knowledge of company supported software and user hardware including desktops, notebooks, iOS tablets/phones, and peripherals

Working knowledge of IP based enterprise networks or willingness to obtain education/certifications

Excellent communication and organizational skills with ability to tailor support for all members of the organization with variable technical knowledge

Able to work with confidential information. Demonstrated ability, through experience or education, to work independently and in a team environment, to analyze and understand detailed information

Must have and maintain valid state issued driver's license and reliable insured transportation for travel to and from remote UMOS locations as needed

Preferred

Industry recognized IT Support Certifications a plus

Bilingual (Spanish) a plus

Benefits

Paid time off that will increase over your years of service

15 paid holidays annually

A robust range of insurance covering health, dental, vision, life, short- and long-term disability, and accidental death & dismemberment

The options to establish either a Health Savings Account or Flexible Spending Account, which can be used to cover deductibles, prescriptions, and other healthcare expenses

A variety of support services to promote well-being through the employee assistance program

Retirement plan options, including 401(k) and Roth IRA, allowing you to make pre-tax or after-tax contributions. For those participating in the 401(k) Retirement Plan, UMOS annually contributes at least 3% of employees’ eligible compensation.

Company

UMOS, Inc.

UMOS is a non-profit advocacy organization that provides programs and services which improve the employment, education, health, and housing of under-served populations.

Founded in 1965

Milwaukee, Wisconsin, USA

501-1000 employees