Director, Help Desk Services

The Safer Foundation is a social service provider to individuals with arrest and conviction records. Through a full range of services, including case management, educational instruction and advocacy, we focus on preparing individuals for the world of work by helping them find and keep productive and meaningful employment

General Summary:

Reporting to the AVP Technology, the Director of Helpdesk Services is responsible for managing the Management of Information Services (MIS) department’s helpdesk operations across the organization. The Director of Helpdesk Services will be responsible for the ongoing business continuity and utility of Safer Foundation’s endpoint devices and will ensure that MIS Service Level Agreements (SLA) are upheld. This is a managerial role that is responsible for leading a team of helpdesk support resources, balancing their respective workloads, tracking Key Performance Indicators and health metrics within our support ticketing system, proactively forecasting future departmental needs, and collaborating with multiple stakeholder groups to continuously assess and optimize IT service delivery. This role is also a hands-on technical problem-solving role, with a qualified candidate expected to assist the helpdesk team with resolving open support tickets on a daily basis. 

Performance Results Description

The Position is properly performed when all essential duties and responsibilities are executed by following the Safer Values.  

Exceeding Expectations, Communication and Collaboration, Integrity and Evidence Based Innovation.

Essential Duties and Responsibilities

Help Desk Functional Management

• Provide supervisory oversight on the helpdesk ticket queue to ensure that response time SLAs are kept
• Monitor workload (project load, ticket load, etc.) of Help Desk members and re-allocate tasks as needed
• Develop, implement, train, and evolve procedures for issue diagnosis, escalation, resolution, and documentation
• Ensure that all endpoint devices are available and operational, with any issues being responded to and resolved in a timely manner in accordance with the Service Level Agreement.
• Oversee asset management of Safer Foundation endpoint devices

Stakeholder Interface

• Provide quality customer service (timely, professional, polite, solution oriented) to organizational stakeholders
• Collaborate with managers in other departments to design, document, deploy, and enhance cross-departmental processes to support administrative, development, and change management activities
• Collaborate with outside consultants as needed and ensure optimal communication to all parties
• Collaborate with the Salesforce team and Systems and Analytics Teams on proper ticket classification and reporting
• Collaborate with the AVP Technology on major customer support challenges and provide recommendations as needed

Stakeholder Outreach and Recruitment

• Create training, documentation, and promotional materials to ensure that stakeholders know the appropriate methods for requesting IT support
• Collaborate with Safer Foundation training resources to curate enablement materials (videos, tip sheets, how to documents, etc.) to help employee stakeholders understand how to effectively user the IT assets and tools provided to them by Safer Foundation
• Design and implement processes to facilitate user adoption and effective utilization of supported technology tool throughout the employee lifecycle, but with an emphasis on employee onboarding

Continuous Improvement

• Maintains job descriptions, procedures and other documentation related to organization of job.
• Ensure that staff IT requirements and priorities are accurately represented to management in order to resolve issues expeditiously
• Collaborate with internal team members and external stakeholders to make effective recommendations for Help Desk system enhancements
• Complete regular internal system audits and prepare for upgrades

Technical Support

• Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions 
• Provide daily technical support during Safer’s official hours of work under the 9AM-5PM time period, with occasional after-hours support, both remotely and on-site at all locations, as business needs require it 
• Provide thorough documentation and up-to-date status for all assigned support tickets and ensure tickets are addressed and closed in a timely manner in accordance with priority

 Tracking, Document and Reporting

• Extract and analyze data from help desk ticketing system to prepare regular reports on help desk departmental operations, including but not limited to:
  1. Ticket opened per month (and trendline)
  2. Tickets closed per month (and trendline)
  3. Average time to resolution
  4. Breakout of ticketing metrics above by ticket category, requesting department, helpdesk team member assigned, etc.
• Review help desk tracking and reporting insights/data with HR, Finance, Facilities, and other departments to enhance cross-functional collaboration
• Preparation, submission, and status tracking of purchase orders to process departmental purchases

Supervision and Supervision of People

• Determines the most effective method for assigning responsibilities and duties to employees in the department
• Ensures that employees are aware of and adhere to all company policies and procedures and conveys all senior management communications and directives

• Hires and trains help desk staff
• Schedules, organizes, and assigns projects to members of the team
• Ensures that direct reports uphold departmental standards for customer service
• Conducts performance evaluations that are timely and constructive

Required Knowledge, Skills and Abilities:

• Experience working with a wide range of Microsoft products, including production experience with Microsoft Windows, Office 365, and MS Teams
• Experience with helpdesk support ticketing systems, including configuration, user management, and reporting / analytics

• Ability to communicate and explain technical IT problems to non-technical users in order to better serve the customer and the organization

• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Creative and analytical thinker with strong problem-solving skills
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Excellent employee coaching 
• Strong data management abilities
• A documented history of successfully driving projects to completion

• Performance of the duties and responsibilities of the job requires the equivalent of extensive formal training in networked computing, including the application of theory to the operations of the organization

• Through understanding of IT and practical applications to support the company’s goals
• Experience with nonprofit organizations is preferred

Education and Experience:

• Associate’s degree in computer science, management of information systems, or related field (Bachelor’s degree preferred)
• Minimum of 3 years successful experience in a 'hands- on' corporate helpdesk role
• At least 2 years of experience in a managerial role with at least 2 direct reports
• Minimum one year of experience as a Helpdesk Manager with responsibility for SLA adherence and KPI measurement

Licenses and or Certifications:

• CompTIA A and N certifications
• CCST, MCST, or CCNA/ST preferred
• 2 Microsoft certifications (Microsoft 365, Office 365, Cybersecurity, etc.)

Safer Foundation is a drug-free workplace.

Equal Opportunity Employer/Affirmative Action/Minorities/Females/Veterans

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