IT Support Manager

Posted: Thursday, 06 March 2025
Valid Thru: Saturday, 05 April 2025
Index Requested on: 03/07/2025 01:25:46
Indexed on: 03/07/2025 01:25:46

Location: Baltimore, MD, 21201, US

Industry: Advertising and Public Relations
Occupational Category: 13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME

Chimes International Limited is hiring!

Description:

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.

    COMPETENCIES:
    • Strong leadership and interpersonal skills.
    • Proficiency in IT support and troubleshooting for hardware, software, and networking.
    • Ability to analyze and improve technical processes.
    • Effective communication skills, both written and verbal.
    • Commitment to delivering excellent customer service and fostering a positive team culture.

    NOTE: At the discretion of the Personnel Officer, additional related experience and/or education may be substituted in lieu of the requirements specified above under Education and Experience.What's in it for you? Total Rewards (For Full-Time Employees = > 30 hours/week):
    • Competitive Pay
    • Medical, Dental, and Vision Insurance
    • Tuition Reimbursement options
    • Flexible Spending Accounts (Health, Dependent, and Transportation)
    • Life Insurance
    • Disability Insurance
    • Paid Time Off
    • 403(b) with Employer Match
    • Employee Recognition Programs
    • Employee Referral Bonus opportunities
    • Discounts through "Tickets at Work"
    • And More!

    Want to learn more?To learn more about Chimes, and how you can achieve personal and professional growth within a purpose-driven organization, visit us at: https: //chimes.org/Careers.#cmd410

    Responsibilities:

    Please review the job description.

    Educational requirements:

    • high school

    Desired Skills:

    Please see the job description for required or recommended skills.

    Benefits:

    Please see the job description for benefits.

    Apply Now