Global Help Desk Manager

Position Objective:  

The IT Global Helpdesk Manager supports both domestic and international field offices. This position requires the ability to anticipate, analyze and fix issues related to computers, switches, wireless, software and general networking equipment. The Global Helpdesk Manager provides efficient support to end users and applies current technical solutions in a cost-effective manner to maximize efficiency of the organization to accomplish its mission, goals, and objectives. This position brings administrative and technical skills to the IT Team.

The Global Helpdesk Manager ensures that all information systems and related equipment are functioning properly and are installed with thought to the overall global organizational health, related to cost, benefit, and ease of use and support of employees.

ESSENTIAL JOB FUNCTIONS & DUTIES:

• Follow the vision and direction of the Directory of Technology

• Manage the ticketing system/helpdesk, respond to user tickets, work with users to troubleshoot, and resolve technical issues.

• Ensure that all equipment and software used by the organization are operating at optimal levels

• Set up employee equipment, including hardware, software, and cables

• Manage inventory and track IT assets used by the organization

• Configure laptops with standard organization configuration for quick deployment

• Anticipate and respond to employees’ current and future needs

• Manage the sensitive information and technical pieces of employees within the organization

• Train and manage the technology aspects of IT super users in each country office

• Source local IT vendors in countries where we operate to procure and approve equipment for offices

• Develop and enhance cooperative interdepartmental relationships and communications

• Prepare staff for smooth transitions into modern technology

• Administer Microsoft 365 which includes account creation, termination, changes, Teams groups, distribution groups, and report building

• Develop a wide understanding of staff software used for PC and Mac

• Stay current on the latest Windows OS and provide employees with appropriate support and advice on IT issues

• Support the IT infrastructure including network, computers, and other hardware

• Make hardware repairs as necessary and/or manage repair work outsourced to vendors

• Assist with the authoring, editing, and management of IT documentation to improve Water For People’s IT Policy, Procedures and Protocols

As a part of the IT Team:

• Manage urgent situations, which may involve technical hardware or software problems

• Serve as a resource for country programs to increase their effectiveness in planning and implementation of IT solutions

• Create training documents for Water For People assets

• Lead and participate in IT projects

• Initially respond to employee requests within 24 business hours

• Collaboratively:

  • Manage the helpdesk for optimal performance and support by resolving incidents in a timely manner

  • Assist with the development and updating of plans for new product / service releases within the team

  • Assist in the technical development of employee: monitor, mentor and assist in English & local languages

• Offer direct support and backup to the Director of Technology

QUALIFICATIONS, KNOWLEDGE & SKILLS:

• Four (4) years of directly related work experience

• Credible IT certification of Microsoft, Cisco/Meraki, Ubiquiti, etc., or equivalent training and work experience

• Comfort in communicating with diverse and international constituents

• Excellent verbal/written communications both in English and Spanish

• Flexible, able to work under tight deadlines, long hours, and have excellent follow-through skills

• Task-oriented with an excellent sense of priority, logic and objectivity, highly organized

• Ability to work and communicate with coworkers on different technology skill levels

• Ability to learn and evaluate new software

• Have an optimistic outlook of technology and helping people

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

• This is a 100% remote position based in one of our Latin American countries: Peru, Guatemala or Honduras.

• Must have reliable home internet.

• Ability to work outside regular business hours when there are urgent needs to maintain business continuity, and work with team members located in other time zones.

• Candidates must have legal authorization to work and reside in one of the following countries: [Peru, Guatemala, Honduras]. Proof of residency or work authorization will be requested during the recruitment process.

• Ability to sit or stand for extended periods of time.

MONTHLY SALARY RANGE

Peru: S/ 8,385S - 13,820

Guatemala: Q 11,569 - 24,377

Honduras: L 48,732 - 71,350

BEHAVIORS AND COMPETENCIES:

• Connect to Mission – Embrace the Water For People mission and works to align tasks to support mission; align own behavior with the needs or priorities of the organization and demonstrates commitment to the mission; show respect and composure, publicly admit mistakes and commit to learn

• Manage through Ambiguity – Deal comfortably with uncertainty; effectively cope with change; can decide and act without having the total picture; balance thinking with action

• Demonstrate Cultural Awareness – Understand and value different perspectives while looking for the common ground; recognize and respect diversity through words and actions; effectively interact, work, and develop relationships with people of various cultural backgrounds

• Action-oriented – Set priorities and takes action; has an unwavering commitment to delivering quality work products; recognize needs or opportunities to act; maintain an attitude of open, curious and proactive learning, continually expanding own area of understanding and expertise

• Sense of Team – Create partnerships and effective working teams; consciously use the informal structures, dynamics and culture of an organization to get things done; actively share and seek input in decision-making from appropriate sources; show others how their objectives align with own, getting past individual bias; invest in building relationships with others

Note: This job description outlines the primary responsibilities and qualifications for the role, but it is not an exhaustive list. Your manager may assign additional duties as needed to support the success of the organization or the success of this position.

Water For People is committed to protecting children encountered during our work and by our employees, preventing sexual abuse and exploitation of all individuals with a particular focus on women and children and other marginalized communities in the performance of our work, preventing human trafficking in the performance of our work and in our supply chain and to having a drug-free workplace. During the recruitment processes, additional documentation will be requested to comply with our policies and in accordance with the legal requirements in your country of residency, this includes a background check. If you apply for employment, we want you to be aware of our recruitment, selection and hiring processes including important policies regarding employee conduct.

Water For People is an equal opportunity employer who is committed to creating a culture of justice, equity, diversity and inclusion in our workplace. Water for people strives to create and maintain a level of diversity that reflects the communities we serve. Achieving this—regardless of race, ethnicity, ancestry, tribal affiliation, age, gender, sexual orientation, gender identity, religion, veteran status, disability, socioeconomic class, educational attainment, Parental status, genetic information, political affiliation or other social identities is critical to our ability to have a world where every person has access to reliable and safe water and sanitation services.

Our commitment ensures that we:   

• Have a different array of thinking that comes from diverse backgrounds and cultures, enabling us to solve some of the world’s greatest challenges.

• Strive for a culture of inclusion and belonging by treating each other with dignity, respect, and appreciation enabling us to feel welcome, supported, and valued.   

• Effectively connect, communicate, and build long-lasting relationships with stakeholders within our diverse communities.  

• Have diversity of thought, perspectives, backgrounds, identities, and talents that will support our mission to develop high-quality drinking water and sanitation services are available to Everyone Forever.