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Saint Francis Ministries

Assistant Help Desk Manager

Saint Francis Ministries

Location
Hybrid (Salina, Kansas)
Employment
Full-time
Level
Mid Level
Posted 2 days ago

About the Role

Saint Francis Ministries is a faith-based nonprofit dedicated to providing healing and hope to children and families through foster care, adoption, and social services. This role supports the IT Help Desk Manager in overseeing daily operations and supervising technical staff to ensure timely resolution of technical work orders.

Skills

Technical Support Staff Supervision Customer Relations Inventory Management Ticketing Systems Account Administration Microsoft Windows Microsoft Office 365 Problem Solving Operational Metrics Reporting

Perks

  • hybrid work

Full job details

The IT Help Desk Manager Assistant assists the Help Desk Manager oversee the day-to-day operations of the SFM help desk, helps directs technical staff, manages customer relations, and performs related duties as assigned. Responsible for providing technical assistance and support related to computer systems.


  • Supervises and directs the work of Helpdesk Tier I and II.
  • Gather and report operational metrics, accomplishments, and priorities for weekly leadership
  • Assists the Help Desk Manager Develop and improve standards, policies, and procedures for the Help Desk
  • Contributes to improving customer support by actively responding to inquiries and handling complaints.
  • Establishes best practices through the entire technical support process.
  • Follows up with customers to identify areas of improvement.
  • Assists in maintaining desktop/laptop/Cell Phone inventory.
  • Manages the Help Desk ticketing system to oversee customers’ requests and assist with problem solving.
  • Documents, tracks, and monitors work orders to ensure accurate and timely resolution.
  • Assists in creating network, user, and email accounts, and setting up laptops/desktops.
  • Assists in maintaining the Internal Systems programs such as Microsoft OS, Microsoft Office, and Adobe products.
  • Track user accounts in softphone and Adobe for optimal cost savings.
  • Must be willing to accommodate flexible schedule as needed.

Work Environment:

  • This position operates in a hybrid work environment, combining on-site and remote work.
Qualifications
  • College degree or equivalent management experience
  • A+ Certificate or equivalent work experience
  • Must meet requirements for Help Desk Tier II
  • Strong management and technical skills
  • Excellent communication and customer service skills
  • Microsoft Windows
  • Microsoft Office 365 Suite