What are the responsibilities and job description for the Technology Services Manager position at Our Daily Bread Ministries?
Position Summary:
The Technology Services Manager is responsible for leading the helpdesk team to deliver excellent technical support and ensure a seamless technology experience for users. This role involves managing daily operations of the helpdesk, mentoring team members, establishing best practices, and driving continuous improvements in IT service delivery.
Essential Functions:
- Oversee the helpdesk team, ensuring timely and effective resolution of technical issues.
- Develop and implement policies, procedures, and standards for helpdesk operations.
- Monitor and analyze helpdesk performance metrics to identify trends and areas for improvement.
- Serve as an escalation point for complex technical issues, ensuring swift resolution.
- Train and mentor helpdesk staff to maintain a high level of technical expertise and customer service.
- Collaborate with other IT teams to address recurring issues and improve overall system reliability.
- Manage helpdesk tools and software, ensuring they are up-to-date and aligned with organizational needs.
- Maintain accurate documentation of support processes, incidents, and resolutions.
- Communicate with stakeholders to provide updates on support activities and initiatives.
- Ensure compliance with security policies and IT best practices across all support activities.
Study or Knowledge or Experience:
- Bachelor’s degree in information technology or a related field, or equivalent work experience.
- Minimum of five years in IT support, with at least two years in a supervisory or managerial role.
- Strong knowledge of hardware, software, networking, and IT service management frameworks.
- Experience with helpdesk ticketing systems (e.g., ClickUp, Jira, Zendesk) and remote support tools.
- Excellent problem-solving, organizational, and leadership skills.
- Strong communication skills with the ability to convey technical information to non-technical users.
- Familiarity with cybersecurity principles and compliance standards.
- Strive to live a life consistent with Biblical principles, engaged with the Bible on a consistent basis and demonstrate continued growth and spiritual development.
Internal Communication Requirements:
Frequently communicates with business owners and management throughout the organization (sometimes this will be a global effort). Works as liaison between various business groups and support groups (sometimes this will be a global effort). Provide complex and professional communication in verbal and written form.
External Communication Requirements:
Communication with vendors and consultants. These may be complex and technical.
Leadership Responsibilities:
Lead cross-functional work teams in process redesign efforts and associated change management efforts. Must establish & maintain cooperative working relationships with business stakeholders. Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities. Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
Stewardship of Resources:
Actively seek to improve processes to reduce cost and complexity. Assigned systems and projects are very likely to have widespread ministry impact.
Miscellaneous Factors:
Flexible hours required to accomplish key efforts.
Our Daily Bread Ministries is a nondenominational nonprofit with staff and volunteers across the globe and resources distributed in 150 countries and in more than 58 languages. As a global ministry faithful to biblical principles, our commitment to diversity is reflected in our ministry's mission, vision, values, and ethos.
