Help Desk Support Services Manager - Information Technology (IT)

Earn up to $3,000 in incentive pay during your first year of employment!

Are you a motivated, results-oriented candidate seeking to put your talents, skills, and experience to work as part of a mission-driven, customer-focused organization? If so, we invite you to join UMOS’ diverse and dedicated team of over 1,000 professionals making a positive difference across more than 60 offices in seven states. Whether you are passionate about facilitating early childhood development; providing training and career planning for a parent; aiding a farmworker in accessing basic needs and new opportunities; educating at-risk individuals in HIV prevention; or supporting those fleeing domestic violence or human trafficking, UMOS is the place where you can fulfill your passion for helping families, businesses, and communities build better futures.

Benefits:
To support its team members, UMOS offers highly competitive compensation as well as a benefits package including:

• 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.

 

Helpdesk Support Services Manager Job Compensation:

• $81,059.78 to $101,324.72 Salary Exempt Per Year (Depending on Experience). 

 

Helpdesk Support Services Manager Job Responsibilities: 

​​Supervisory/Administrative 

• ​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. 

• ​Maintains high level of technical knowledge through interactions with other IT personnel, vendors, technical resources, and training. 

• ​Attends meetings, conferences, and other workshops as assigned. 

​ â€‹End User Support 

• ​Work hands-on with the Help Desk team, acting as an escalation point for issues, supporting your team in finding solutions to complex problems. Uses experience and knowledge to determine root causes of observed trends and/or repeated 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. 

​ â€‹Asset Management and Support 

• ​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.​ 

 

Helpdesk Support Services Manager Job Qualifications: 

• ​​Bachelor's degree in Information Technology, Computer Science, or related field. 

• ​Minimum of five years of progressive, relevant IT experience supporting end-users with at least three years recent experience supervising and leading a multi-location team of Help Desk support staff. 

• ​Minimum of five years delivering user system support including but not limited to: Microsoft Windows 10/11, Microsoft Active Directory, Microsoft Entra ID, Microsoft Intune, Office 2019/365, audio & video conferencing technologies/platforms. 

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

• ​Advanced knowledge of company supported software and user hardware including desktops, notebooks, iOS tablets/phones, and peripherals. 

• ​Working knowledge of IP based enterprise networks. 

• ​Industry recognized IT Support Certifications a plus 

• ​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. 

• ​Bilingual (Spanish) a plus. 

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

 

Work Environment, Physical, and Sensory Demands: 

The demands described here are representative of those that must be met by an employee to successfully perform the job functions. Reasonable accommodations will be considered to enable individuals with disabilities to perform essential job functions. 

 Physical Demands: 

• ​​Requires manual dexterity necessary to operate computer keyboard and to install system hardware. 

• ​Employee is frequently required to stand, walk, sit, bend.  

• ​Occasionally required to lift and/or move up to 20 lbs.  

• ​Occasionally required to lift and/or move over 20 lbs. with assistance. 

• ​Occasionally required to drive.  

• ​Frequently exposed to moderate temperature generally encountered in a controlled temperature environment. 

• ​Noise level in this work is usually quiet to moderate. 

​​ 

Tools & Equipment Used: 

• ​​iPad, iPhone, laptop/desktop computer,  

• ​Projectors, multi-functional scan/fax/copy machine. 

• ​Use first aid equipment, fire extinguisher.  

​Usage varies by position.  

​​ 

Additional Eligibility Requirements: 

Employment with UMOS is contingent upon the successful completion of a criminal background check prior to starting.  

 

 

UMOS is an equal opportunity Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.