IT Help Desk Manager

Role: IT Help Desk ManagerReports to: Director of ITDepartment: AdminLocation: Arlington Administration - 2116 Arlington Ave. Suite 100 Los Angeles CA 90018Setting: 100% onsiteSchedule: Monday Friday 8:00 am to 5:00 pmStatus: Full Time/ Management/ ExemptBenefits: Medical Dental Vision Retirement Planning (403b) Employee Assistance Program (EAP) : 1SummaryThe People Concern has a growing and changing IT Department. Day to Day management of the tasks assignments and troubleshooting issues is required. This position requires excellent communication skills strong knowledge and proven experience in Helpdesk and IT Support delivering complex business solutions around deployments imaging peripheral support and hardware Duties and Responsibilities:Daily work independently to prioritize assign and handle with excellent customer service and great results the various Help-Desk related questions and issues that IT Help Desk Technicians/Assistants/Coordinators by deploying scheduling assigning and planning their work days and 1:1 supervision meetings with each of the Technicians regarding mentoring problem solving and strategic Monthly Managers meetings of TPC and other required meetings for management level updates and edit and create trainings and communications as required regarding IT department updates. Including end-user training including the creation of pre-recorded training closely with the Director of IT to move the organization into the needed areas of strategic growth systematic changes and provide analysis of the issues faced by end invoices as needed sign off on expenses and reconcile budget with Directors guidance as process and vendor changes when in the software and hardware life cycle management processes including research packaging quality assurance and deployment preparationSet up new users including desktop configuration email accounts LDAP accounts VPN accountsSupport employees both local and remote with desktop issues account issues and access to various internal servicesTroubleshoot software issues on employees desktops/laptopsSome off-hours support may applyEnterprise remote mobile device managementEnterprise user equipment provisioning installing and maintenance smartphones desktops laptops tablets VoIP and POTS management local and network printer setup install and upkeep of documents for User Guides and Standard Operation Procedures (SOP).Perform related duties as assigned or :Must be able to work on-site in LA locations to support the team and the bulk of the end-user issues that occur during this valid CA Drivers license and current vehicle degree or equivalent combination of education/technical training and computer science or engineering experience (3 Years experience).Must be knowledgeable with: B4 Phish alert platform VOIP systems Jive RingCentral Verizon IPC Apple I-phone Troubleshooting and system maintenance basic router set up configuration and troubleshooting basic server maintenance most laptop/PC and IT related equipment repair and installation Windows OS and MAC iOS installation and configuration of typical office-setting equipment and new software as be required to travel between various sites within a certain day or week to solve early morning and Weekend calls may occur this position will be the primary point of to communicate with excellent customer service and demeanor under pressure is written and verbal communication leadership skills including goal-setting motivation keeping others on task and meeting expectations of scheduled tasks and math and data analysis skills basic computer skills (Office/Microsoft Word/Excel).Ability to set and monitor a budget audit receipts and problem-solving critical thinking and decision-making organization time management and multitasking attention to Qualifications:Supervisory experienceExcellent leadership skills including goal-setting motivation keeping others on task and meeting expectations of scheduled tasks and Infrastructure & System Administration: Overseeing networks hardware deployments server management and database Protocols: Establishing access controls vulnerability scanning and disaster recovery Computing: Managing enterprise migrations and cloud architecture platforms such as AWS Microsoft Azure or Google Frameworks: Familiarity with Information Technology Infrastructure Library guidelines to oversee service desks and incident lifecyclesTeam Empowerment: Coaching technicians mentoring junior staff and learning to delegate responsibilities without micromanagingConflict Resolution: Navigating team tensions balancing shifting workloads and acting as a buffer against executive pressuresWork EnvironmentField (may need to travel) and indoor office environment. Based Primarily in Arlington be required to walk or drive to different local sites and events (Southern California area).Regularly required to sit stand bend and occasionally lift or carry up to 25 pounds on a regular necessitate working in busy dusty and loud environments around our unhoused clients at times including parking in and near their current areas of be exposed to elements like cold heat dust noise and odor and other potential visual situations of this industry (homeless clients skid row population substance users etc).May need to bend stoop twist and sit throughout the day.