Job Details

Technology Support Manager I
Aug 21, 2020 Posting-Tech Support Mgr-666.doc
United Way of Greater Cincinnati
Full Time

The Technology Support Manager is responsible for managing the Service Desk delivery and operations, including staffing, vendor escalations, IT projects, desktop hardware and software provisioning and repair, enterprise hardware and software inventory, print/copy/fax solutions and mobile devices. 

Key Areas of Responsibility: 

  • Manages all activities related to the internal service desk.
  • Responsible for developing and maintaining an efficient IT service desk, which includes scheduling, training, coaching, and mentoring service desk agents (level 1 & 2).
  • Defines, develops SLA’s/KPI’s for all agents, and use various statistical and reporting technologies to assess, monitor and manage the service desk performance.
  • Responsible for recognizing, identifying, isolating, resolving, and managing escalated support issues and problems.
  • Maintains policies and procedures regarding Service Desk workflows and ensure compliance.
  • Develop and manage IT training courses on current and future technologies, as well as onboarding and offboarding plans and workflows.
  • Develop Standard Operating Procedures and manage documentation standards, procedures, documented workarounds, and IT knowledge base.
  • Manage and advise in small, medium, and/or large-scale IT projects and initiatives.
  • Work with Director to manage annual budget for hardware purchases, and software license renewals; support the development and evaluation of technology related procurements; negotiate and manage vendor scope, project delivery and execution.
  • Innovatively manage the integration of technology infrastructure, hardware, software, and security to support existing and new technology needs.
  • Builds and maintains customer relationships to guarantee full understanding of user needs to provide effective support and services to the organization.
  • Ensures all Service Desk staff are current on all technologies and services.
  • Maintains policies and procedures regarding Service Desk workflows and ensures compliance.
  • Manage process for communicating outage/emergency activities to the organization.
  • Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools, and support experience. 

Minimum Qualifications: 

  • Bachelor’s degree in Computer Science, Information technology or relevant field.
  • Minimum 3 years of similar or related experience.
  • Demonstrated experience managing a high-performance team.
  • Proven experience managing a service desk function.
  • Solid technical background with ability to give instructions to non-technical audience.
  • Ability to determine user needs and provide solutions in an efficient manner.
  • Critical thinking to identify and address service bottlenecks, trends, and future needs.
  • Strong written and oral communication skills.
  • Relevant industry certification(s) and experience – ITIL, HDI.
  • Fluency in reading, writing, and speaking.
  • Able to work independently or in groups, as necessary.
  • Knowledge of computers and methodology to operate computer systems and to troubleshoot major computer equipment malfunctions.
  • Must be detailed oriented, accurate, and capable of working independently while maintain a team player attitude.
  • Must have the ability to work in a fast-paced environment with little assistance.
  • Must have interpersonal skills to assist and train others in computer systems and technologies.
  • Excellent organizational skills and outstanding verbal and written communication skills are necessary.
  • Advance knowledge and ability to utilize various computer software programs including Excel, Word, PowerPoint, Outlook.
  • Building good customer rapport is essential.
  • Ability to lift up to 20 pounds.
  • Occasional local travel to events within the regional area and nationally. 

COMPETENCIES: Highly self-motivated and directed; Strong Organization Skills; Detailed Oriented; Technical Aptitude; Able to Maintain Confidentiality; Ethical Conduct; Accountable, Collaborative; Flexible and Adaptable; Strong Time Management Skills; Communication Proficiency – Written & Verbal; Strong Analytical and Problem-solving Abilities; Effectively Prioritizes and Executes Tasks; Diversity and Inclusion. 

Applicants should apply by Friday, September 4, 2020 via the link below: 

 UWGC is an Equal Opportunity Employer Committed to Diversity, Equity and Inclusion


Contact Details

Pam Haney
United Way of Greater Cincinnati