Lutheran Immigration and Refugee Service
  • Information Management and Technology
  • Baltimore, MD, USA
  • Full Time

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

Since 1939, Lutheran Immigration and Refugee Service (LIRS) has offered welcome and hope to refugees. LIRS has transformed lives with the support and hard work of people like you, to welcome the most vulnerable to the United States from sea to shining sea.

We help people seeking safety from persecution in their home countries and reunite families torn apart by conflict. We resettle refugees. We protect vulnerable children who arrive alone in the United States. We advocate for compassion and justice for all migrants.

Widely recognized for our expertise in implementing federal programs on behalf of refugees and migrants in the United States, conducts policy advocacy, and advances the protection and rights of vulnerable migrants.

Headquartered in the beautiful Inner Harbor of downtown Baltimore we provide services nationwide through a network of staff and affiliates. 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, vision available 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 PLUS the week between Christmas and New Year's Day, 12 weeks of paid parental leave and up to 12 weeks of fully paid FMLA leave, company 403(b) contribution of 3%, an additional 7% match, 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!

Lutheran Immigration and Refugee Service is a champion for all uprooted people. Please join us as we make a difference in the lives of newcomers.

Reporting to the Director of Information Technology, the IT Support Services Manager will have the following main responsibilities: Supervising and coordinating the activities of the Help Desk, managing relationship, tasks and projects associated with LIRS Managed Service Provider (MSP), IT Billing and IT Office Operations - 4 locations. The IT Support Services Manager will have several direct reports to assist in the above responsibilities.

DUTIES

Help Desk

  • Supervise day-to-day Help Desk operations
  • Monitor ticket queues and ticket resolutions for timeliness, accuracy, and completeness
  • Hands-on when need arises - Assist users with hardware and software questions and problems, field requests from users seeking technical guidance, diagnose problems.
  • Mentor, train and support the Help Desk team and evaluate performance
  • Oversee the development, implementation and administration of help desk staff training procedures and policies
  • Provide onsite and remote support to LIRS staff when required
  • Onboarding Offboarding process
  • IT Audits and Compliance
  • Develop, maintain, and report on help desk performance and SLA.
  • Document processes and procedures to guide help desk work.
  • Participate in projects outlined by the Director of IT

Operations

  • MSP Management
  • Relationship with LIRS MSP
  • Tasks and target dates assigned to LIRS MSP
  • IT Billing and vendor management
  • Software and hardware license and subscription tracking
  • Inventory Management
  • Laptops
  • Mobile Devices
  • Computer Supplies
  • In conjunction with the Director of IT, coordinate IT operations in LIRS offices - including printers, conference rooms, AV equipment, connection.

Strategy

  • Establish and enforce help desk service level agreements
  • Drive improvements through KPI's
  • Identify problem areas & deliver solutions to enhance quality of service to prevent future problems
  • Meet with customers regularly to identify areas of improvement
  • Identify self-service technologies to make users more self-sufficient
  • Establish relevant end user trainings and deliver monthly
  • Establish and upkeep end user self-help documentation
  • Establish and upkeep IT Support knowledge base documentation
  • Ticketing System improvements and upgrades

QUALIFICATIONS

  • Undergraduate degree or a minimum 5 years of relevant experience
  • Demonstrated experience in the supervision of a technical support team
  • Ability to work in a collaborative team environment
  • Solid understanding of computer hardware, networks, and software and the ability and willingness to quickly learn new technology and software
  • Ticketing System experience (Remedy, Jira, ServiceNow, etc.)
  • Proficiency in Microsoft Office applications
  • Excellent interpersonal skills, attendance record, and the ability to work independently
  • Attention to detail; excellent organizational, time management and written and verbal communication skills to coordinate multiple projects and manage multiple deadlines; commitment to transparency; ability to generate timely and detailed documentation

Lutheran Immigration and Refugee Service (LIRS) 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.

Lutheran Immigration and Refugee Service
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