Service Desk Manager - Washington, United States - Humane Society of the United States

Description

Posted Monday, January 8, 2024 at 5:00 AM
The general salary range for this position is $84,000- $101,000. Salary offers will be commensurate with experience, qualifications, skills, training, and education.

The Humane Society of the United States (HSUS), the nation's most effective animal advocacy organization, is seeking a Manager, Service Desk for the Technology and Information Solutions department.

In this position you will manage activities of Service Desk staff in assisting staff with hardware and software questions and problems.

Identifies, troubleshoots, and resolves information systems problems to minimize down time of applications and personnel.

You will be responsible for:
Managing and leading a team of support personnel who troubleshoot and resolve technology issues for staff. Maintaining high customer satisfaction on each resolved issue;
Developing procedures for finding and resolving problems with computer products and services;
Planning, prioritizing, and scheduling service desk activities ensuring maximum issue resolutions in minimum time with high user satisfaction;
Managing the Service Desk team ensuring that staff achieve their goals, including providing staff with guidance and advice, training, performance management, leadership development, and career development; Coordinating priorities and tasks and monitoring progress;
Ensuring service desk staff use required tools and software to identify, document, track, and resolve reported problems;
Analyzing service desk activities and developing tools and process improvements to optimize service and staff performance;
Working with outside vendors to procure supplies and equipment within budgetary constraints;
Maintaining current level of knowledge and skill through attendance at relevant training programs, conferences, seminars, and through self-study;
Creating and tracking KPIs, metrics, and goals for the Service Desk team;
Working closely across multiple departments on technology-related initiatives and projects;
Managing the IT Service Desk team.

Qualifications and Requirements:
Bachelor's degree in Information Technology or another related field required;
A minimum of five (5) years of experience in technical or help desk field required;
Management/supervisory experience in an IT help desk is preferred;
Excellent understanding of desktop and network support;
Ability to lead and guide staff to meet department and organizational goals;
Strong knowledge of staff management practices, including flexibility, willingness to learn, and consistently anticipating the needs of self and staff;
Ability to set a positive tone for employees during their day;
Comfortable in a fast-paced environment with frequent deadlines; high energy, self-motivated and proactive;
Ability to manage issues requiring problem resolution and conflict management with excellent interpersonal and intervention skills;
Excellent written and verbal communication skills;
Attention to detail and commitment to excellence, demonstrated by the delivery of quality and timely outcomes;
Strong interest in animal protection issues preferred.
This position is in the DC Metro Area
When applying please submit your resume and cover letter as one document.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age national origin, sexual orientation, gender identity, disability, marital or parental status or protected veteran status.

EOE

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