IT Manager

Description

Catholic Charities New Hampshire is looking for a full-time IT Manager to join our team of dedicated professionals. At Catholic Charities, we strive to provide person-centered services to strengthen New Hampshire families and build independence. We respond to those in need by offering programs that heal, comfort and empower.

Reporting to the Director of Technology, the IT Manager is responsible for delivering a standardized customer support and service experience, utilizing contemporary tools, processes, and technology. This position will lead a team of colleagues whose primary function is IT service desk and delivery of IT field support services. This position requires an individual with strong leadership experience, who is customer-centric, fosters positive relationships with users, and has the ability to manage and prioritize various complex service-related requests/issues.

Responsibilities:

· Manage customer service functions, including the IT Service Desk and support vendors

· Work to deliver best-in-class contact center, IT operations and support, including call-handling details, service desk and field support work queues

· Interact with users on a regular basis, responding to their questions and guiding them to the appropriate service

· Manage projects and document various processes, workflows, solutions

· Prioritize and schedule work within the IT Support Services functions, ensuring all colleagues continue to be professionally developed and no knowledge silos exist within the team

· Embrace and/or adopt industry best practices in IT service management and delivery processes

· Manage relationships with key IT partners, including outsourcing and contracting relationships

· Define and implement new or update existing policies and procedures to support the service desk and field support requirements

· Collaborate with the Compliance Officer to ensure adherence to information security policies, guidelines and standards are met

· Monitor and maintain desktop and peripheral equipment standards to support system requirements

· Recommend a reasonable hardware refresh lifecycle for commonly used equipment, to support a sparing strategy

· Manage the deployment, monitoring, maintenance, development, lifecycle, upgrade, and support of field support services and infrastructure

· Provide technical and project management for IT support services ensuring on time and on budget completion

· Manage colleagues, including supervision, scheduling, and development

· Respond to inquiries from colleagues, administrators, service providers, site personnel and outside vendors, to provide technical assistance and support, in a timely manner

· Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization

· Embraces technological advances that allow us to communicate information effectively and efficiently based on role

Requirements

· Bachelor’s degree in computer science, Information Technology or another related technical field preferred

· 5 years’ experience in customer service and IT support

· 3 years’ Leadership and management experience with demonstrated success developing and leading a high-performance IT team and raising the maturity level of the function

· Experience with N-Able or similar IT Management MSP platform is highly desired

· Experience managing enterprise desktop environments and related infrastructure in a multiple location setting

· Experience with support and maintenance of Windows-based desktop operating systems and users of Virtual Servers and Desktop Infrastructure (VDI) platforms.

· Experience with Active Directory, GPOs, desktop and laptop equipment, networking, VoIP, print management, mobile devices / smartphones

· Implementation experience on 3 projects

· Proficiency with M365 Suite (e.g., Word, Excel, Outlook)

· Strong communications skills including the ability to build relationships, proactively and effectively communicate with project teams including business services in healthcare, education, counseling, social services, and administration

· Personal transportation for local travel between CCNH sites

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin, marital or familial status, age or mental or physical handicap