Help Desk Manager

Job Summary:

The Helpdesk Manager provides leadership, innovation, and vision in the planning and management of Project HOME's IT Helpdesk operations. This role ensures the delivery of high-quality technical support services to staff across all locations, while also contributing to broader IT initiatives that support the organization's operational and strategic goals. The Helpdesk Manager also serves as the primary backup for the Senior IT Administrator.

Essential Duties and Responsibilities

• Lead and manage the IT Helpdesk team to ensure timely and effective resolution of technical support requests
• Serve as the primary point of contact for escalated Helpdesk issues, providing Level 2 support to users across remote and local locations via phone, email, ticketing system, or in person
• Develop and implement Helpdesk procedures, service level agreements (SLAs), and performance metrics to ensure consistent and high-quality support
• Collaborate with departments to analyze how IT support can better serve Project HOME's short- and long-term goals
• Maintain current knowledge of technology trends and recommend solutions that enhance Helpdesk operations and user experience
• Assist in the planning and implementation of IT Strategic, Security, and Disaster Recovery Plans
• Manage relationships with vendors, consultants, and internal stakeholders to support Helpdesk operations and broader IT initiatives
• Create and maintain documentation for Helpdesk processes, system configurations, and IT asset tracking
• Provide off-hours support for business-critical issues as needed
• Serve as the primary backup for the Senior IT Administrator, supporting infrastructure, systems administration, and network operations when needed

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job. Management may, at its sole discretion, assign or reassign duties and responsibilities to this job at any time.

Education and Experience Minimum Requirements:

Minimum Experience:

• Bachelor's Degree in a technology-related field or Business Administration OR equivalent certification and/or work experience
• At least two years' experience in a similar role.
• Minimum of 3 years of progressively responsible experience in Information Technology and Telecommunications
• Minimum of 3 years of management and administrative experience
• Minimum of 3 years of experience developing and managing budgets
• Ability to create and or maintain systems and process documentation for end users and IT department.
• Strong written and verbal communication skills.
• Able to work effectively independently and collaboratively.
• Lead the planning, implementation, and maintenance of network infrastructure, including switches, routers, firewalls, wireless access points, and connectivity across all sites.

Preferred Experience:

• Master's Degree in a technology-related field or Business Administration
• Valid Driver's License
• Experience working in social service or other not-for-profit organizations

Core Skills:

• Excellent interpersonal skills and ability to work collaboratively.

Physical requirements:

Ability to lift or move equipment/ materials weighing up to 50 lbs., ability to push/ pull carts weighing up to 100 lbs.

Project HOME provides equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. Project HOME prohibits discrimination and harassment of any type.