It Cs Helpdesk Manager

What We Do

With residents and partners, LISC forges resilient and inclusive communities of opportunity across America – great places to live, work, visit, do business and raise families.

Strategies We Pursue

• Develop leadership and the capacity of partners to advance our work together
• Strengthen existing alliances while building new collaborations to increase our impact on the progress of people and places.
• Invest in businesses, housing and other community infrastructure to catalyze economic, health, safety and educational mobility for individuals and communities.
• Drive local, regional, and national policy and system changes that foster broadly shared prosperity and well-being.
• Equip talent in underinvested communities with the skills and credentials to compete successfully for quality income and wealth opportunities.

Over the last 40 years, LISC and its affiliates have invested approximately $24 billion in businesses, affordable housing, health, educational mobility, community and recreational facilities, public safety, employment and other projects that help to revitalize and stabilize underinvested communities. Headquartered in New York City, LISC’s reach spans the country from East coast to West coast in 38 markets with offices extending from Buffalo to San Francisco and in 2,400 rural counties across 49 states and Puerto Rico. Visit us at www.lisc.org

ABOUT THE DEPARTMENT:

The Information Technology (IT) Department manages and maintains all technology systems for ~600 staff dispersed across 38+ offices.

We are looking for hands-on team builder to join our growing team in supporting LISC’s staff in pursuit of our company’s mission. With the Director of Client Services, you will enact service policies and procedures that will lead to positive improvements and measurable results. Using your knowledge of new and existing technologies, you will enhance and automate our Service Desk functions, configure and implement a ticketing system and manage a small team of technicians in its use. You will evaluate and support features of existing systems, finding creative ways to keep workflows up to date and within the accepted industry standards with a small but growing team.

With the goal of adding value, your experience and guidance will help to drive improvements and inform user-facing training and documentation. You will work closely with the IT units and other internal departments to manage requests for changes and to meet audit requirements in ways that are transparent, reliable and efficient.

Responsibilities

SERVICE DESK TEAM SYSTEM MANAGEMENT

• Document resolutions of service requests and incidents from ticket creation through successful resolution to ensure completeness, consistently execute solutions, and maintain desired service levels.
• Develop, implement, and manage technology service strategies, policies, standards, processes, and systems for an efficient, transparent and effective Service Desk (a.k.a. “Help Desk”).
• Oversee the development, implementation, and administration of Service Desk staff training on procedures and policies, problem-resolution scripts and escalation protocols.
• Ensure high quality client support of technology according to established processes and standards.
• Measure and analyze performance and trends of Service Desk activities
• Supervise the centralized operations supporting the company’s technologies and applications.
• Manage Service Desk staff resources for optimal performance, balancing incoming customer inquiries, projects, administrative work and time allotted for holidays and time off.

DOCUMENTATION

• Develop and maintain end user automation procedures and documentation.
• Identify, recommend, and participate in the development of end user content to increase computer literacy and self-sufficiency.
• Contribute to Service Desk education and awareness programs shared with leaders and staff.

RESEARCH / IMPLEMENTATION

• Conduct research on emerging Service Desk products, services, and standards
• Assess need for any system reconfigurations (minor or significant) based on internal needs or changes, incoming request trends, and make recommendations where appropriate.
• Coordinate and evaluate the work of third-party resources and vendors employed for special projects related to technology and Service Desk center operations.

COLLABORATION

• Obtain client feedback on service desk center operations and services to improve services, tools, and support experience.
• Collaborate with the IT PMO and departments to identify and/or procure software and hardware for various projects and initiatives.
• Represent the Service Desk in change management, problem management, deployment, and departmental meetings.

TEAM BUILDING

• Train and coach support specialists to build a cohesive and connected team.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• With the Director of Client Services, guide the professional and technical development of the team.

EXPERIENCE & QUALIFICATIONS:

EDUCATION

• Bachelor's Degree from an accredited college or university in Computer Science, Engineering or related technical field is required.
• Certifications in ITIL, HDI, Customer Service and/or Project Management highly desired.
• Minimum 6 years work-related experience with computer hardware, software, network environment, including work-related experience supervising a Service Desk offering customer service
• Minimum 3 years work-related experience managing projects and supervising Service Desk staff

• Managing and securing mobile endpoint devices
• Keen attention to detail
• Audio/Visual hardware and software technologies (Crestron devices, Webex, Zoom and other video conferencing technologies)
• Ability to complete assigned work with minimal instruction and supervision in fast-paced environment
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Ability to quickly absorb and retain information
• Ability to motivate team members
• Exceptional written and oral communication skills
• Salesforce, DocuSign, ArcGIS, FormAssembly, Adobe, SurveyMonkey, Absorb LMS, Navex, SmartSheets
• Ability to interact with senior management and executive level employees
• Ticketing system administration and management
• Proven knowledge in the areas of:
• O365, Azure AD, Endpoint, including Cloud based technologies (Box, MS Teams, Azure, SharePoint, OneDrive, etc.)
• Development of Service Level Agreements and Service Desk deliverables
• Project management
• Familiarity with applications and platforms such as:
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Proactive relationship management and exceptional customer service orientation
• Problem-solving, troubleshooting and decision-making
• Creation and maintenance of training materials and internal system documentation
• Management and administration of:

COMPENSATION:

LISC offers a competitive salary (Salary range $98,260 - $115,600; salary commensurate with experience and location) and excellent benefits

LISC is an equal opportunity employer. LISC does not discriminate in employment on account of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military status or veteran status, unfavorable discharge from military service, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business.

LISC IS AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY, EQUITY, INCLUSION AND JUSTICE