IT Support Manager

Location:Baltimore MD

Salary Range: $72000 $75000 (commensurate with experience)

Join Chimes and go further to help others go far! Chimes is a notforprofit 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:

1. Team Leadership and Development:
   • Lead mentor and provide guidance to the IT Support team to enhance performance and professional growth.
   • Foster a collaborative userfocused work environment that aligns with organizational values.
2. 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.
3. Hardware and Device Management:
   • Manage imaging deployment and provisioning of enduser hardware including PCs peripherals and mobile devices.
   • Ensure accurate and consistent inventory management for all enduser hardware.
4. 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.
5. Technical Support and Escalation:
   • Serve as a point of escalation for Tier 1 and Tier 2 support issues.
   • Provide technical oversight and support for enduser computing equipment user account administration applications and network connectivity.
6. System Administration Support:
   • Assist the Network Engineer with system administration tasks including patch management backup administration and systems monitoring.
7. 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.
8. Additional Duties:
   • Undertake other duties responsibilities and special projects as assigned.

QUALIFICATIONS:

Education:

• Vocational or trade school training or equivalent onthejob experience with current industrystandard hardware and software particularly Windowsbased systems.

Experience:

• A minimum of 2 years of experience in an IT support role providing enduser 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.

Whats in it for you

Total Rewards (For FullTime 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 purposedriven organization visit us at:https://chimes/Careers.

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Required Experience:

Manager