The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
Background/IRC Summary: At IRC, we pride ourselves on our commitment to making a global impact through technology.
Job Overview/Summary: In the Service Desk Manager role you will be at the forefront of driving exceptional IT support across multiple regions, ensuring exceptional service delivery. This role offers you the chance to lead a diverse and ambitious team, fostering a culture of collaboration and accountability. Your ability to successfully to provide top-notch customer service will be crucial in maintaining IRC’s esteemed reputation in providing help to our clients.
Major Responsibilities
People Management
• Manage daily operations, and provide leadership, direction, and guidance to the team across regions globally. This includes hiring, training, scheduling, and evaluating performance.
• Foster a culture of accountability, ensuring roles and responsibilities are clearly defined and met.
• Coordinate with the Director of User Services, managing team resources emphasizing talent development, coaching, training, and team morale.
• Ensure that customer inquiries and issues are resolved promptly and professionally, following established procedures and standards.
Processes
• Drive process improvement by finding opportunities in workflow areas and working with others to implement change.
• Monitor important metrics to gauge team efficiency and customer satisfaction, and proactively address performance gaps while leading improvement initiatives.
• Facilitate regular problem-solving meetings with the Tech Support teams globally, specifically identifying and proactively resolving recurring issues.
Support
• Responsible for various IRC-wide projects and rollouts in collaboration with other teams.
• Provide technical support and solve complex and advanced issues.
• Act as a point of contact for resolving blocking issues and addressing concerns from customers and partners.
• Coordinate with other IT teams and vendors to ensure the availability and reliability of the IT infrastructure and systems.
• Monitor urgent and high-profile tickets such as outages and security-related incidents and provide white glove service to Senior Leadership.
• Support cross-team projects and implementation of IT initiatives and strategies, such as security enhancements, infrastructure changes, and other tasks as determined by management.
Administration
• Compile reports and generate the team newsletters.
Knowledgebase
• Lead the creation of comprehensive technical and user-friendly public-facing documentation to enhance customer self-help capabilities, streamline processes, and ensure consistency in service delivery.
Key Working Relationships:
**Position Reports to:**Director User Services
Position directly supervises: Yes
Indirect Reporting: N/A
Other Internal and external contacts:
The team lead will work independently and in a team setting daily. They will interact with vendors as needed.
Internal: Team Leads, Technicians, System Engineers, Desktop Engineers, Network Engineers, Project Managers
External: Vendors: Phone Vendor, Printer Vendor, MAC Support, Microsoft Support, and others as needed.
Job Requirements:
• Education: Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience.
• We expect candidates to have five years of demonstrable experience in IT support, including at least two years in a supervisory or managerial role. Ideally, this experience should have been gained in organizations with over 1,000 users across multiple locations.
• Certificates or Licenses: ITIL Foundation, Administering Windows Server Hybrid Core Infrastructure (AZ-900),
Azure Fundamentals (AZ-800), CompTIA A+, CompTIA Network+
Work Experience:
• Skilled in applying and running the ServiceNow ticketing system, including performance reporting, issue management, staff usage, and workflow process automation.
• Comprehensive knowledge of using Azure, O365 Administration, ADManager, Security, antivirus tools, etc.
• Proficient with services and products such as Microsoft Office 365, Windows 11, Mac OS, and PowerBI Pro.
• Good understanding of ITIL Service Management principles and practices.
• Ability to create and analyze metrics and statistics to identify trends.
• Experience in mentoring and handling meaningful discussions with calmness and clarity; ability to handle stressful environments.
• Solid skills in documentation, organization, and time management.
• Must be dedicated and know when to seek guidance; attention to detail is crucial.
• Flexibility, agility in changing priorities quickly, and capability to manage multiple tasks.
• Superb communication and interpersonal abilities, and ability to communicate effectively with both technical and non-technical audiences.
• Capability to continuously learn new technologies and apply them to meet customer needs.
• Proficiency in working autonomously while also engaging with colleagues across functions within a team.
• Stay updated on technology trends, developments, and standard methodologies.
• Audiovisual equipment support experience, including platforms like Zoom and Microsoft Teams.
Working Environment: The position will be in New York, NY, and it is hybrid. Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work shifts, occasional work on weekends.
Compensation:
Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.
US Benefits:
We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $143 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.
**Standard of Professional Conduct:**The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.
Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.
How to apply
https://careers.rescue.org/us/en/job/req56549/Service-Desk-Manager