IT Support Manager

Location: Baltimore, MDSalary Range: $72,000 - $75,000 (commensurate with experience)Join Chimes - and go further to help others go far! Chimes is a not-for-profit organization that assists people with intellectual and behavioral challenges to achieve their fullest potential.Our vast array of services - educational, employment, vocational, residential, habilitative, and behavioral health - are delivered through a network of national and international affiliates.

This allows us to take a comprehensive, holistic approach to improving the lives of every person we serve - those who receive and those who reap the benefits of our innovative, responsive solutions.PRIMARY RESPONSIBILITIES:

Team Leadership and Development:


* Lead, mentor, and provide guidance to the IT Support team to enhance performance and professional growth.


* Foster a collaborative, user-focused work environment that aligns with organizational values.

IT Support Lifecycle Management:


* Oversee the IT Support request lifecycle, including ticket routing, processing, user communication, documentation, resolution, and reporting.


* Audit and analyze ticket flow, providing regular insights and reports to the Director of Information Services.

Hardware and Device Management:


* Manage imaging, deployment, and provisioning of end-user hardware, including PCs, peripherals, and mobile devices.


* Ensure accurate and consistent inventory management for all end-user hardware.

Process Optimization:


* Evaluate and improve existing processes to ensure efficient issue resolution and enhance overall service delivery.


* Recommend and implement enhancements to support lifecycle and inventory management procedures.

Technical Support and Escalation:


* Serve as a point of escalation for Tier 1 and Tier 2 support issues.


* Provide technical oversight and support for end-user computing equipment, user account administration, applications, and network connectivity.

System Administration Support:


* Assist the Network Engineer with system administration tasks, including patch management, backup administration, and systems monitoring.

Professional Development and Collaboration:


* Participate in training sessions, staff meetings, and professional development opportunities.


* Collaborate effectively with staff, supervisors, administrators, community professionals, vendors, and other stakeholders.

Additional Duties:


* Undertake other duties, responsibilities, and special projects as assigned.

QUALIFICATIONS:Education:


* Vocational or trade school training or equivalent on-the-job experience with current industry-standard hardware and software, particularly Windows-based systems.

Experience:


* A minimum of 2 years of experience in an IT support role, providing end-user technical assistance.


* Prior experience in a supervisory or leadership capacity in a similar environment is strongly preferred.

COMPETENC...