Service Desk Manager

MAJOR FUNCTION

Maintains and supports the Foundation's core information technology systems; performs upgrades and maintains the Foundation's network infrastructure and endpoints, documents system requirements, procedures, and activities; provides day-to-day tech support to other staff members through a service desk; and cross-trains staff members in core technology operations.

PRINCIPAL RESPONSIBILITIES

Installs, configures, and maintains servers, hardware, software and server applications and Cloud Software-as-a-Service.

Administers VPN tunnels and clients.

Administers users on Office 365 cloud environment.

Administers Avaya IP phone system for basic user provisioning and deprovisioning.

Performs routine network tasks and troubleshooting.

Manages anti-virus and other security systems.

Installs, maintains and troubleshoots endpoint software and other commonly used staff applications.

Installs, maintains and troubleshoots hardware, including upgrades, on desktop and laptop computers.

Installs and troubleshoots printers and other peripheral devices.

Provides staff support on computer use and assists with various tasks as needed.

Sets up, maintains and upgrades smart phones.

Provides general administrative support with service providers such as ISP.

Maintains updated documentation.

Supports ongoing minor adjustments to layer2/layer3 equipment and to internal and external Cloud virtual networks.

Troubleshoots network performance issues.

Administers any supporting technologies around conference rooms and seminar room on premises.

Provisions and deprovisions users through an onboarding process to assure proper controls are followed.

Support staff with organization events which cater to the Foundation's scholars.

Other duties as assigned.

JOB QUALIFICATIONS & REQUIREMENTS

• Bachelor's degree in IT-related field or a minimum of five years of directly related experience.
• Must be able to lift and carry desktops, monitors, servers, small printers and related devices as needed.
• Experience in setting up Member servers for active directory and Entra connected services.
• Proficiency in Microsoft Windows 10, Windows Server 2008 and above, Microsoft Office365 related applications, Microsoft Active Directory, Microsoft Entra ID technologies, experience with FortiGate Firewalls, web-based applications, Microsoft Azure Infrastructure, Meraki Wifi and switches, HP Switches.
• Experience working with Cadalys ITIL system in Salesforce.com
• General experience working within Salesforce.com platform.
• General experience working SmartSimple Cloud Application.
• Proficiency working with NinjaOne RMM endpoint management agents.
• Proficiency working with Microsoft Intune endpoint management system with AutoPilot.
• Experience working and managing Microsoft Cloud PC (Windows365 Cloud)

• Flexible team player with strong interpersonal skills.
• Ability to work independently and simultaneously on multiple projects within close, overlapping and/or conflicting deadlines.
• A demonstrated commitment to supporting and enhancing diversity, equity, and inclusion.
• The Foundation follows a 35-hour work week schedule for full-time positions. Exempt employees may be required to work additional hours as needed to perform the duties of the job.
• This position will require occasional evening and weekend hours for events and/or programs.