Service Desk Manager (FT), Information Technology

The Service Desk Manager is responsible for overseeing and coordinating the activities of the IT Service Desk to ensure end-users are receiving the highest quality technical support and assistance. This position requires Service Desk oversight, ticket management and direct hands-on user support. The Service Desk Manager will at times also provide support to parishes, schools and other related entities via telephone and email and occasionally by site visits. This position reports to the CIO.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leadership and Management:
  • Manage and provide leadership to the Service Desk.
  • Represent the needs of the Service Desk to the larger IT Department.
  • Coordinate and manage external vendors.
  • Effectively manage, complete, and contribute to IT projects.
  • Facilitate meetings: create agendas, lead discussions, complete meeting minutes, complete follow-up.
  • Protect and ensure confidentiality of data.
• Issue Management:
  • Manage and maintain the Service Desk ticketing system.
  • Triage incidents and tickets and provide customer support to approximately 300+ users, including senior and high- ranking staff and clergy.
  • Oversee all service requests and ensure courteous, timely and effective resolution of user reported issues.
  • Meet defined Service Levels Agreements for support requests and issue remediation.
  • Propose and implement solutions to improve overall quality of service including response times and ticket KPI’s.
  • Fix and resolve issues.
• Hardware and Software Management:
  • Maintain and track device inventory and user device assignments including computers, mobile devices, monitors, and other equipment.
  • Ensure endpoints are fully patched and compliant.
  • Ensure meeting room audio-visual equipment is operational.
  • Ensure all desk and softphones are operational.
  • Ensure all printers are operational.
• Processes and Procedures:
  • Establish work procedures, workflows, reporting protocols and checklist tasks to be completed daily, weekly, and monthly.
  • Define, document, implement and ensure best practices, policies, checklists, and other procedures for all IT Service Desk functions.
  • Develop cyber-incident and other response plans, train staff, and implement as best practice.
  • Develop and enforce request handling and escalation policies, procedures, and documentation.
• Customer Service, Training and User Support:
  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self- sufficiency.
  • Provide staff and customer training on Office 365 applications and computer best practices.
  • Train, coach, and mentor any temporary IT Service Desk technicians.
  • Develop and publish end user help documentation and FAQs. Maintain comprehensive and up to date self-help articles in user accessible knowledge base.
  • Coordinate with networks support team and colleagues to ensure efficient and seamless service provision.
  • Proactively address anticipated problems.
• Position requires full-time presence at the Pastoral Center in Braintree with occasional required travel to off-site locations within the Boston area.
• Business casual attire.
• Other duties as may be assigned.
• May require some off-hour work.

QUALIFICATIONS:

• Bachelor’s degree and 3+ years of IT Service/Help Desk experience.
• Ability to assume and maintain full control and management of Service Desk projects and operations.
• Minimum 3 years of hands-on experience in a technical service desk role.
• Minimum 3 years of hands-on experience with software and hardware troubleshooting including, Windows devices, Apple devices, mobile devices (primarily iOS and some Android), etc.
• Experience in effectively managing vendors including managed service providers.
• CompTIA A+, MS Certificates, or similar
• Preferred: CompTIA Cloud+, Dell certified.
• Strong working knowledge of Windows 10, Mac OS, MFP’s
• Strong leadership, technical, and team skills are required.
• Ability to effectively prioritize and execute tasks quickly and efficiently.
• Proven analytical and problem-solving abilities.
• Exceptional interpersonal skills and strong customer service orientation.
• Highly self-motivated and directed.
• Excellent administrative, organizational, and communication skills (written and verbal).
• Account administration including Office 365, and MS Active Directory.
• High proficiency in Microsoft Office 365, office productivity, anti- malware.
• Other solutions skills include Absolute, Intune, MS Endpoint Manager.
• Must be able to diagnose basic network connectivity issues.
• Disassemble and assemble desktop and laptop hardware.
• Willingness to support the mission of the Catholic Church.

PHYSICAL PERFORMANCE ELEMENTS:

• Ability to use a computer keyboard for up to 8 hours/day.
• Ability to sit for up to 8 hours/day.
• Ability to lift up to 50 pounds.

The duties and requirements described above are representative of those encountered during performance of the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

To apply, please email a cover letter and resume to [email protected]