Severn, MD
Who Staffing is looking for a Manager of IT User Experience for a full-time, direct hire opportunity with our client in Severn, MD.
Job Summary:
The Manager of IT User Experience will manage the IT Support team with a focus on customer service and the user experience. A significant portion of the role includes responding to IT Support tickets and/or providing high level customer service to internal customers. The Manager of IT User Experience will assist with project coordination of small-scale projects related to IT Support and will support IT-related special projects and new initiatives across clients and related companies. This position will include providing Senior IT level support, in-person interaction with all employees and some people served and will require travel to all offices and program locations in Anne Arundel County and Maryland’s Eastern Shore.
Job Responsibilities:
IT Help Desk Coordination
• Lead the day-to-day operations of IT Support Team; Facilitate outstanding customer service and best practices to meet the organization’s short- and long-term business needs.
• Manage the IT customer service ticketing system; With the Director of IT, establish benchmarks, ensure tickets are responded to in a timely manner, and IT tickets are equitably triaged assigned to IT Support Technicians
• Analyze IT Ticketing System data and user feedback to identify trends and areas for improvement; identify reoccurring patterns and develop resolutions; collect and analyze user feedback to understand user satisfaction and additional areas of improvement.
• Project coordinate builds for laptops, iPads and other equipment; Assist with builds as needed.
• Ensure organization-focused designs for equipment, including standardized backgrounds, default screens, and neat bar setups in collaboration with Strategic Communications and IT Asset Administrator.
• Assist the Director of IT to develop and implement IT standards and SOPs aligned to IT best practices; Provide recommendations for improvement in IT support, systems.
• In partnership with the Director of IT and Manager of IT Infrastructure, ensure the security of systems, networks, and enterprise information.
• In partnership with the IT Asset Administrator, assist with IT asset management and facilitate the IT lifecycle replacements aligned to client’s policy and best practices.
• Develop a robust Help Desk Article Database that is user friendly and includes step by step guides for troubleshooting, resetting passwords, setup guides, FAQ sections etc.
• Manage and coach IT Support Technicians and other assigned team members.
IT Support
• Respond to IT Support tickets with a high level of customer service.
• Provide IT support following IT standard operating procedures.
• Act as the primary support for build requests, service issues to include troubleshooting and fixing all end-user connectivity issues, software issues and remote installation issues; Troubleshoot and resolve issues for laptops, iPads, and peripherals.
• Provide one on one technical support and training to employees via phone, virtual, and in-person.
Other Functions
• Support organization-wide initiatives related to new facility development, IT asset rollout, and cyber-security protection.
• Keep up to date on current IT and other technology trends in the human services and nonprofit fields through professional development.
• Other duties as assigned.
Education & Experience Requirements:
• HS diploma or GED required; Bachelor’s degree in information technology, business or related field strongly preferred
• Three or more years’ experience working in an IT support center, with a minimum of one year as a Team Leader or similar people manager role is required
• Certification related IT Help Desk/Support Center administration strongly preferred
• Proficiency in fundamental network troubleshooting
• Proficiency in Microsoft 365 to include Teams, OneDrive/SharePoint, and other technology systems; Experience with ZenDesk is a plus
• Familiarity with Active Directory, Microsoft Entra ID and Identity Management principles
• Familiarity with RMM (Remote Monitoring and Management) and MDM (Mobile Device Management) tools
• Excellent oral and written communications; strong interpersonal skills with the ability to manage positive communication in difficult situations
• Experience supporting technology user experience
• Demonstrated ability to exercise good judgment in sensitive situations
• Ability to work independently and collaboratively among diverse personalities and employee populations
• Ability to analyze business process, workflows, business challenges and make recommendations to improve operations using technology effectively
• Ability to work independently, be flexible and productive in a fast-paced environment, and ability to manage a multidimensional workload
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