It Support Manager

Baltimore, MD, United States

Job Description

Location: Baltimore, MDSalary Range: $72,000 - $75,000 (commensurate with experience)Join Chimes - and go further to help others go far! Chimes is a not-for-profit organization that assists people with intellectual and behavioral challenges to achieve their fullest potential.Our vast array of services - educational, employment, vocational, residential, habilitative, and behavioral health - are delivered through a network of national and international affiliates. This allows us to take a comprehensive, holistic approach to improving the lives of every person we serve - those who receive and those who reap the benefits of our innovative, responsive solutions.PRIMARY RESPONSIBILITIES:
Team Leadership and Development:

  • Lead, mentor, and provide guidance to the IT Support team to enhance performance and professional growth.
  • Foster a collaborative, user-focused work environment that aligns with organizational values.
IT Support Lifecycle Management:
  • Oversee the IT Support request lifecycle, including ticket routing, processing, user communication, documentation, resolution, and reporting.
  • Audit and analyze ticket flow, providing regular insights and reports to the Director of Information Services.
Hardware and Device Management:
  • Manage imaging, deployment, and provisioning of end-user hardware, including PCs, peripherals, and mobile devices.
  • Ensure accurate and consistent inventory management for all end-user hardware.
Process Optimization:
  • Evaluate and improve existing processes to ensure efficient issue resolution and enhance overall service delivery.
  • Recommend and implement enhancements to support lifecycle and inventory management procedures.
Technical Support and Escalation:
  • Serve as a point of escalation for Tier 1 and Tier 2 support issues.
  • Provide technical oversight and support for end-user computing equipment, user account administration, applications, and network connectivity.
System Administration Support:
  • Assist the Network Engineer with system administration tasks, including patch management, backup administration, and systems monitoring.
Professional Development and Collaboration:
  • Participate in training sessions, staff meetings, and professional development opportunities.
  • Collaborate effectively with staff, supervisors, administrators, community professionals, vendors, and other stakeholders.
Additional Duties:
  • Undertake other duties, responsibilities, and special projects as assigned.
QUALIFICATIONS:Education:
  • Vocational or trade school training or equivalent on-the-job experience with current industry-standard hardware and software, particularly Windows-based systems.
Experience:
  • A minimum of 2 years of experience in an IT support role, providing end-user technical assistance.
  • Prior experience in a supervisory or leadership capacity in a similar environment is strongly preferred.
COMPETENCIES:
  • Strong leadership and interpersonal skills.
  • Proficiency in IT support and troubleshooting for hardware, software, and networking.
  • Ability to analyze and improve technical processes.
  • Effective communication skills, both written and verbal.
  • Commitment to delivering excellent customer service and fostering a positive team culture.
NOTE: At the discretion of the Personnel Officer, additional related experience and/or education may be substituted in lieu of the requirements specified above under Education and Experience.What's in it for you? Total Rewards (For Full-Time Employees = >30 hours/week):
  • Competitive Pay
  • Medical, Dental, and Vision Insurance
  • Tuition Reimbursement options
  • Flexible Spending Accounts (Health, Dependent, and Transportation)
  • Life Insurance
  • Disability Insurance
  • Paid Time Off
  • 403(b) with Employer Match
  • Employee Recognition Programs
  • Employee Referral Bonus opportunities
  • Discounts through "Tickets at Work"
  • And More!
Want to learn more?To learn more about Chimes, and how you can achieve personal and professional growth within a purpose-driven organization, visit us at: https://chimes.org/Careers.#cmd410

Skills Required

IT
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Job Detail

  • Job Id
    JD5863221
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    $72,000-75,000 per year
  • Employment Status
    Permanent
  • Job Location
    Baltimore, MD, United States
  • Education
    Not mentioned