Helpdesk Manager (MIS256) at Volunteers of America

Posted in Other 10 days ago.

Location: New York, New York

Job Description:

Helpdesk Manager (MIS256)

New York, NY, USA Req #1325
Friday, August 13, 2021
About Us:

Volunteers of America-Greater New York (VOA-GNY) is an anti-poverty organization that seeks to end homelessness in the New York metropolitan area by the year 2050. We focus our continuum of care to address the most prevalent causes of homelessness: (1) lack of affordable housing; (2) unmet health needs, including but not limited to mental health and substance use; and (3) lack of jobs that create wealth. In each of these areas we strive to incorporate strategies that address issues of racial equity. We know that our clients are confronting longstanding barriers to accessing quality housing, healthcare, and employment. Our programs are designed to ensure that our clients do not have to face these challenges alone.

Now in our second century of serving those in need, VOA-GNY understands what it takes to heal families and individuals who are in crisis and have experienced trauma. We operate and provide services in emergency shelters, transitional housing, and permanent supportive housing for close to 11,000 men, women and children through 65 programs located in New York City, Northern New Jersey, and Westchester annually. We are one of the largest providers of services to families and individuals experiencing homelessness in the Greater New York area, serving survivors of domestic violence, people living with HIV/AIDS, veterans, and others who have behavioral health or substance use needs. Many of VOA-Greater New York’s programs are nationally recognized and meet the rigorous standards of accrediting bodies CARF, COA and the NAEYC.

"Successful applicants must be vaccinated for COVID-19 before their start date with VOA-GNY, unless you have been approved by VOA-GNY for a medical or religious exception to this requirement."


Position: Helpdesk Manager (MIS256)

Responsible to oversee the Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. Track and manage Service Desk KPI metrics and exceptions; create, update and maintain SLA's; swiftly resolve IT user-based escalations. Â Establish and maintain IT policies regarding operational procedures and ensure compliance. Strong IT customer service skills, and excellent technical, troubleshooting and client liaison skills. The candidate must have the ability to interface with both technical and non-technical professionals.
Minimum Qualifications:
Bachelor of Science in Business Administration, MIS, or equivalent discipline with 5+ years’ experience in IT service delivery, direct business engagement and multiple technology domains, or satisfactory combination of education and experience. 5 years’ experience with implementing new technologies into mature organizations.ITILv4 or related service delivery frameworks. Competent in ITIL strategy formulation and service architecture.
Supervisory Role:
This position does have supervisory responsibilities.
Principal Responsibilities:
The below enumerated principal responsibilities are inclusive of both program specific and firm-wide related administration, as applicable.

  • Oversee all requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Manage day to day Change, Incident, and Problem management. New client provisioning and general operational support. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
  • Liaison with the business to ensure the Help Desk and Service Delivery team meets business expectations and planning future changes to achieve improvements. Satisfies requests from customers that require services to be introduced, added, changed, or terminated.
  • Manages contracts, work orders and maintains relationships with all outsourced IT vendors.
  • Maintain and establish new IT policies regarding operational procedures and ensure compliance. Establish strategies for risk mitigation and contingency planning.
  • On-going operational team management - including resource planning, workload allocation and service-related budget control. Develop processes and ways of working to improve end-to-end operational service levels (using ITIL as a basis). Elevate the current performance.
  • Management responsibility for direct reporting team of IT engineers. Identify team and individual level capability needs and put in place appropriate solutions to develop these (e.g. coaching, knowledge sharing, on-the-job experiences, informal/formal training). Provide leadership and champion service across the team - ensuring clear direction, roles, responsibilities and objectives in place.
  • Perform other duties as assigned.
  • Â
    Expected Results of Principal Responsibilities:
  • System and user issues will be managed and addressed in a timely manner so a stable and continuous operating environment will be maintained.
  • Cost effective productivity gains and greater user efficiency will be accomplished through the proper use of current technologies.
  • Business expectations are met and customer service requests for adds, changes, terminations are satisfied.
  • Vendor management will be continually monitored and a â€best of breed†will be established for all future projects.
  • Adequate documentation will be maintained and updated so any questions or issues regarding services are quickly identified and serviced.
  • Increased resource planning and workload/staff allocation to move IT engineers to sites and locations where they are most needed.
  • Information Technology engineers will be well-trained and supervised to ensure proper personnel cross-training in order to ensure continuous support of IT network services.
  • All other related tasks are completed on time and accurately.
  • Â
    Work Environment:
    While performing the duties of the job, the employee will be in an office environment performing administrative work.
    Physical Demands:
    While performing the duties of the job, the employee is regularly required to have visual acuity, talk and hear while communicating with peers and/or vendors. This position is sedentary and requires sitting for long period of times. The employee must occasionally lift and/or move items up to 25 pounds.

    Position Type:

    This is a full â€" time position.

    Make a living by making a difference. Apply online today! Volunteers of America is an Equal Opportunity Employer/Vets/Disabled/Other Protected Categories.

    Other details

    • Job Family Manager II
    • Pay Type Salary
    • Required Education Bachelor’s Degree

    • New York, NY, USA

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