Summary:

Must be willing to Travel 15% of the time.

The Helpdesk function is a vital component of the IT Department, central to fulfilling the IT mission: “To solve and collaborate in meeting organizational IT needs with secure, stable, and reliable solutions, focused on cost-effectively achieving high-end satisfaction.” As the primary point of contact for IT, the Helpdesk must deliver exceptional and effective customer service.

Helpdesk staff operate in a dynamic, fast-paced environment, providing support through various channels, including phone, email, Slack, and in-person at the DC headquarters and regional offices in New York and LA, either on an ad hoc basis or by appointment.

Role Summary:

The Manager of IT Helpdesk plays a pivotal role in leading and mentoring Helpdesk staff, aligning IT strategy with organizational goals, and implementing a world-class IT support function. This role emphasizes the management of office productivity tools and technology systems, ensuring that the Helpdesk serves as a key enabler of AIPAC’s growth and technological advancement.

Key responsibilities include maintaining efficient processes for system support, collaborating on the research, identification, and deployment of new platforms and technologies, and working cross-functionally to align IT services with the specific needs of departmental and regional leaders across the organization.

Additionally, the Manager of IT Helpdesk handles second-tier escalations for more complex issues, providing advanced support when needed.

This position reports to the Deputy Chief Information Officer.

Qualifications/Skills:

Education: Bachelor’s degree preferred, though equivalent work experience will be considered.
Experience: 3+ years of experience managing and overseeing help desk operations, with a proven track record of success.
Customer Service Orientation: Positive attitude with a genuine desire to assist others; possesses excellent telephone etiquette, logical thinking, patience, tact, and persistence in problem-solving.
Technical Proficiency: Strong troubleshooting skills across a wide range of technical issues, with hands-on experience using common PC hardware and productivity software.
Communication Skills: Exceptional written and verbal communication abilities, capable of conveying complex information clearly and effectively.
Leadership & Mentorship: Demonstrated leadership and mentoring capabilities, with the ability to guide and develop team members.
Organizational Skills: Strong organizational and time management skills, with meticulous attention to detail.
Adaptability & Innovation: Quick learner who continuously seeks new knowledge and can apply innovative ideas and solutions.

Detailed Duties:

Under the general, technical, and administrative supervision of the Deputy Chief Information Officer, and in accordance with established policies and procedures, the Manager of IT Helpdesk responsibilities include but are not limited to:

Lead & Develop Team: Recruit, train, and mentor helpdesk team members, fostering a high-performance and customer-focused environment.
Customer Service Excellence: Ensure the delivery of timely, accurate, and high-quality customer service daily, setting and upholding high standards for the team.
Process Improvement: Establish and implement best practices across the technical support process, continually refining them to enhance efficiency and effectiveness.
Performance Monitoring and Communication: Develop and deliver regular reports on the helpdesk team’s productivity and other relevant metrics. Keep the Deputy CIO informed of all relevant Helpdesk status updates.
Continuous Improvement: Engage with users to gather feedback, identify areas for improvement, and implement changes to enhance the customer support experience.
Policy Development: Design, document, and enforce helpdesk policies and protocols, ensuring consistency and compliance across the organization.
IT Asset Management: Oversee organization-wide IT asset management, ensuring accurate tracking, deployment, and maintenance of technology resources.
Onboarding & Offboarding: Manage the onboarding and offboarding process for new employees, ensuring alignment with AIPAC security policies and standards.
Technology Management: Supervise the procurement, deployment, and management of new laptops and associated software, ensuring smooth operations.
Vendor Relations: Maintain strong relationships with key vendors related to helpdesk operations, ensuring quality service and support.

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Information Technology Help Desk Manager