What are the responsibilities and job description for the IT Support Manager position at Chimes?
Location: Baltimore, MD
Salary 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
Salary : $72,000 - $75,000
