IT Support Manager

Position Overview

As a member of the Information Technology team, the IT Support Manager has direct oversight of the IT support staff and is responsible for ensuring technology users receive the information, education and support they need to successfully meet their job requirements. The IT Support Manager provides leadership and operational, day to day, management of the Helpdesk teams that provide technical support and assistance to staff worldwide, taking responsibility for their performance, implementing service standards and taking proactive actions to improve the level of customer support our staff receive. This role oversees computer system maintenance and repair; coordinates IT projects; maintains vendor relationships and contracts; and ensures connectivity for users. The IT Support Manager oversees high-level, confidential and elevated support requests, ensuring prompt and complete action is taken by the Helpdesk team. They are also responsible for coaching and evaluating support staff as well as holding them accountable to our standards and service levels.

Responsibilities

Key Result #1 – Customer service and IT support staff management (70%).
Key Result #2 – Management of ongoing IT tasks, audits and process and policy improvements (10%).
Key Result #3 – Own incident and problem management for IT support function (10%).
Key Result #4 – Team development and budget management (10%).

A resume and an application are required to apply for this position. This position will close to applications on November 30, 2018. For a complete version of the job description, qualifications, and to apply, access our Career page: https://www.fh.org/about/careers/

FH benefits include (for USA):
Health insurance, 100% company paid for employees
Paid holidays, vacation, & sick leave
You are eligible to enroll in our 401k retirement plan, effective on your date of hire
Public transportation subsidy for non-virtual employees
Professional development and continuing education opportunities

Values, Vision, and Purpose
At Food for the Hungry, we operate under a set of guiding principles we call “The Heartbeat.” This includes our Values, Vision, and Purpose, which serve as the explanation of who we are and how we work as an organization. Together we follow God’s call responding to human suffering and graduating communities from extreme poverty.

https://www.fh.org/about/careers/