IT Helpdesk Manager (hybrid)

This position is hybrid but will work out of our corporate office downtown Indianapolis so ideal candidates will live in or around the area. The general salary range is $66-$83K.

The Manager, IT Services leads and supports the Tier 1 and Tier 2 helpdesk support teams and resources, including managing an external helpdesk vendor. These teams are the primary face of the Information Technology (IT) department to other areas of the business, and therefore customer service is of the utmost priority. The Manager ensures service levels meet and/or exceed all prescribed Service Level Objectives. This role is a working member of the helpdesk teams stepping in during times of staffing vacancies, capacity overload, or modeling goal attainment for team members. The Manager defines, improves, manages, and measures processes. Managing the forms on the IT Portal and vendor contact/direction will also be keys to success. This position provides IT support to all areas within Goodwill including Retail stores and operations, Contract Manufacturing, Janitorial Services, Nurse-Family Partnerships, the Excel Centers and the Indianapolis Metropolitan High School, the Goodwill Foundation, and all mission, support, and administrative functions. This role reports directly to the Director of Infrastructure, Network, and Security.

Example Duties and Activities

• Delivers excellent customer service to everyone who interacts with Goodwill's technology. Balances existing resources with Service Level Objectives to deliver optimal technology availability. Communicates priorities and user needs to the larger IT Team when demands exceed capacity. Performs Tier 1 and Tier 2 duties during times of need.

• Manages and supervises a team of direct reports. Conducts regular one-on-one meetings with each member of the team. Assesses knowledge and skills of team members. Assists staff in identifying strengths and/or gaps, and develops strategies to optimize strengths and address gaps using a strength-based approach. Motivates employees to achieve key performance indicators, conducts performance reviews, and provides feedback through coaching. Implements professional development and succession plans for self and key staff.

• Provides day-to-day guidance and prioritization for all Tier 1 and Tier 2 team members including managing the activities associated with respecting PTO time, planning site visits, working the ticket queue, preparing equipment, maintaining an organized work environment, supporting various project activities, and/or attending meetings/training sessions as scheduled.

• Guides the Tier 1 and Tier 2 teams to manage their time appropriately before escalating or asking for assistance. In-person and/or via technology acts as an escalation point for end-user issues. Trains team members on how to triage, prioritize, and manage the urgency of the customer's requests.

• Owns and improves the processes associated with the Forms on the IT Portal. Ensures forms are current, routed correctly, and capable of being resolved with the information provided to the recipient. Documents and disseminates the process information.

• Manages the technology procurement process including and through deployment. Ensures that standards are maintained associated with hardware/software selections, configuration, and deployment.

• Maintains ownership of workstation (laptops, desktops) inventory by location, user, and/or department.

• Takes steps to ensure the IT work areas are organized. Ensures packing materials are removed from the area, storage areas are labeled, and workspaces are optimized.

• Ensures audio/visual equipment is routinely tested and meetings that require IT support are staffed.

• Consistently reviews and updates knowledge-based articles with associated vendors and team members.

• Highlights and reports violations and/or concerns regarding Goodwill's IT Security and Acceptable Use Policy.

• Finds and supports opportunities for leveraging the capabilities of vendors such as Netfor's Depot Service, warranty claims, return merchandise authorizations (RMA), and other outside services.

• Participates in projects and meetings that are changing the future operational profile of Goodwill's technology to anticipate and prepare for changes needed for Tier 1 and Tier 2 support.

Required Competencies

• Degree and Credential Requirements: NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute. We believe in continuous learning and professional development.

• Industry Expertise - Has worked in a fast-paced/interruptive environment with a customer service focus on either helpdesk assistance, tier two support, rudimentary network & telecommunications activities, and/or a production/operations environment. Manages high volume, profile, and/or urgent requests.

• Liaison - Demonstrates the ability to work and communicate with both highly technical and non-technical staff. Acts as the internal communicator who facilitates a close working relationship between the team and/or end users. Listens attentively to the specific needs and goals of end users. Takes complex technical information and disseminates information to non-technical individuals in a respectful, understandable way. Guides, teaches, and otherwise influences the user base on the appropriate use and non-use of company technologies.

• Process Management - Defines, implements, and manages structured processes. Possesses the ability to write, document, maintain, and hold all accountable for policies and procedures. Trains staff using appropriate training methodologies and motivational techniques to improve job performance and/or knowledge base.

• Customer Focus - Has the ability to see, comprehend and relate with customers in an impartial, unbiased yet effective and balanced manner; builds and maintains customer satisfaction with the products and services offered by the organization; provides excellent service to internal and external customers. Maintains a professional and positive attitude.

• Proven Leadership - Leads, develops, and gets results for a team, department, or organization through qualities of integrity, accountability, empathy, humility, resilience, vision, influence, and positivity, in a leadership role either managing people or projects, ideally in a technical environment.

• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend others' needs. Delivers information in person, in writing, and in a digital world.

• Complex Problem Solving - Identifies complex problems and reviews related information to develop and evaluate options and implement solutions.

• Adaptability - Adjusts priorities quickly in response to frequently changing circumstances while maintaining a positive attitude. Continually assesses tasks and responds to those requiring extra attention. Foresees and seeks to avoid crisis management.

• Technical Knowledge - Mastery of advanced features of G Suite and MS Office. Skilled at working with a variety of software/hardware systems and demonstrates the ability to learn the required tools.

Other Requirements

• Willing to travel 20% of the time to various locations throughout the territory of Goodwill of Central and Southern Indiana.

• Can be available on-call duty rotation with occasional after-hours and weekends and for emergency needs.

• Moderate to Hard Physical Work - is regularly required to walk and frequently required to use hands to finger, handle, or feel; reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch and must occasionally lift and/or move up to 50 pounds. Must use tools such as power drills, screwdrivers, and cabling tools (such as crimpers).

• Background Screening - All candidates must pass a pre-employment background check. Must have a valid driver's license, up-to-date auto insurance, and a good driving record.

Benefits: Full-time employees may participate in a comprehensive benefits program that includes:

• Continuing education and leadership development as well as tuition reimbursement

• Comprehensive health plan

• Generous paid time off (PTO) and paid holidays

• Sabbatical and parental leaves

• Life, dental and vision insurance

• Short- and long-term disability plans

• Nationally recognized preventive health and wellness program

• Section 125 pretax health spending account, dependent care spending account, and premiums

• Retirement planning options with generous company % match

• Eligible for the Public Student Loan Forgiveness (PSLF) program

Mission and Values: click here