IT Support Services Manager

If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you!

Reporting to the Vice President for Information Technology, the IT Support Services Manager will lead the Help Desk team to provide exceptional IT Support across the organization, ensuring effective service delivery and operational efficiency. This role combines technical leadership with operational oversight, covering Help Desk management and support, billing and vendor management, managed service provider coordination, and physical office management. The manager will also handle IT assets and infrastructure in remote and local offices.

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, welcome and respite services for asylum seekers, economic empowerment and employment, and family unification for unaccompanied children. To date, we have served over 750,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as Government, community, and faith partnerships.

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

• medical, dental, and vision available on the first day of employment,
• professional development, tuition reimbursement,
• generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays,
• 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave,
• company 403(b) contribution of 3%, an additional 7% match which vests immediately,
• Family Building benefits for reproductive procedures, adoption/foster care assistance, and
• an annual wellness benefit that can be customized to support your personal needs including funding enrichment classes, gym memberships, and healthy eating plans (to name a few) all in an inclusive and progressive environment!

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

DUTIES

Supervisory Responsibility

• Manage and mentor the Help Desk team, including hiring, performance evaluations, coaching, and professional development.
• Develop work schedules, assign tasks, and monitor ticketing queues to ensure timely and accurate resolution of incidents and requests.
• Foster a high-performance culture by establishing performance benchmarks and driving continuous improvement initiatives.
• Handle escalated issues and serve as the final resolution for complex technical problems.

Help Desk Team Operations

• Oversee Help Desk operations, ensuring adherence to service-level agreements (SLAs) and quality standards.
• Track, report, and analyze key performance indicators to monitor team performance and identify improvement opportunities.
• Develop processes and procedures to streamline support operations, minimizing disruptions.
• Coordinate with other IT Teams and departments to ensure alignment and collaboration on cross-functional initiatives.
• Provide hands-on support as required, including assisting users with hardware and software questions and problems, fielding requests from users seeking technical guidance, and diagnosing problems.
• Oversee onboarding and offboarding processes.
• Inventory and asset management:
• Maintain an accurate and up-to-date inventory of IT hardware and software assets.
• Coordinate asset lifecycle management, including acquisition, deployment, maintenance, and decommissioning.
• Enforce asset tagging and tracking to ensure accountability and compliance.
• Monitor hardware and software usage to optimize resource allocation and identify procurement needs.
• Provide support for IT audits and security compliance.
• Document processes and procedures to guide help desk work.
• Establish relevant end-user training and deliver monthly.
• Establish and upkeep end-user self-help and IT support knowledge base documentation.
• Ticketing System improvements and upgrades.
• Meet with customers regularly to identify areas of improvement.
• Participate in projects outlined by the Vice President of Information Technology.

Other Operations

• Manage vendor relationships, contracts, and service level agreements to ensure optimal service delivery.
• Oversee the procurement and renewal of software licenses, hardware, and maintenance contracts.
• Manage the submission and payment of IT-related invoices, ensuring timely and accurate processing.
• Oversee the organization's Managed Service Provider (MSP) to ensure consistent service delivery and alignment with business needs.
• Manage IT infrastructure across physical offices, including remote sites, to ensure operational efficiency.
• Oversee printers, conference rooms, AV equipment, and internet connections to ensure smooth functionality.
• Coordinate with facilities teams to support office expansions, relocations, and technology installations.
• Other duties as assigned.

QUALIFICATIONS

• Undergraduate degree in Information Technology, Computer Science, Business Administration, or a related field and at least 3-5 years of related experience, or an equivalent combination of education and experience.
• At least 2 years in a leadership or supervisory role of a technical support team.
• Strong knowledge of Help Desk operations and service management/ticketing tools.
• Solid understanding of computer hardware, networks, and software and the ability and willingness to quickly learn new technology and software.
• Familiarity with Azure, asset management systems, inventory tracking methodologies, and physical office technologies.
• Experience managing vendors, MSPs, and IT billing processes.
• Excellent interpersonal and communication skills, with a customer-centric approach to service delivery.
• Onsite support is required two times per week, with the possibility of more frequent visits during the initial phase.
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment.
• Commitment to Global Refuge's core mission and values and an ability to model those values in relationships with colleagues and partners; commitment to empowering refugees and migrants.

Preferred Certifications:

• One of the following certifications is required within one year of employment.
• CompTIA A+ or CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate (preferred)
• AZ-900 Microsoft Azure Fundamentals (preferred)

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Salaries are based on the latest market data and reflect the education, skills, and requirements for the role. Differentials may exist based on the region and language abilities. Global Refuge has been welcoming newcomers since 1939. Learn more at globalrefuge.org.