Organization Overview:

UNICEF USA (UUSA) is a private, independent, U.S. nonprofit that exists to deliver impact for children. UNICEF USA advances the global mission of UNICEF by rallying the American public to support the world’s most vulnerable children. We are driven by a shared objective that every child is healthy, educated, protected, and respected. Headquartered in New York City, UNICEF USA has nearly 300 employees across the U.S. with nine regional offices. This year, UNICEF USA raised over $1B in private sector support, advanced legislation, and secured government resources to deliver impact for children. For more information, visit www.unicefusa.org.

Position: IT Help Desk Manager

Location: New York, NY/Hybrid

FLSA Status: Exempt

Salary: The estimated salary range for this position is $98,000 - $122,400. This midpoint for the salary grade is $103,875. Actual pay will vary based on various factors, including but not limited to relevant experience.

Position Description:

Reporting to the Director of Help Desk and Operations, the IT Help Desk Manager will lead our support team in providing exceptional technical assistance to over 300 end users across multiple locations in a hybrid and remote working environment. This individual will be a self-starter, using a proactive and data-driven approach to track performance, identify trends in recurring issues, and implement permanent solutions that enable and improve staff utilization of technology.

In addition to managing the day-to-day operations of the Help Desk team, the Help Desk Manager will also be responsible for maintaining our IT Assets Database, developing a knowledge base of common solutions, and implementing support models that ensure individuals across the organization have the technical support required for their role to maximize operational efficiency and productivity.

Key Responsibilities:

• Manage the day-to-day operations of the IT helpdesk, including the assignment of tickets, monitoring ticket progress, and ensuring that all tickets are resolved within established SLAs.
• Schedule and manage the team’s coverage during on and off hours, ensuring that there is adequate staffing to provide excellent technical support to end-users. Remain on-call during off-peak hours to triage critical incidents or service issues.
• Act as the primary point of contact for the Leadership Team’s support requests
• Serve as Direct Supervisor to the team of technical support specialists, including hiring, training, coaching, scheduling, and performance management. Identify professional development needs to stay current and advance the team’s skills and knowledge individually and collectively.
• Provide support for both Windows and Apple platforms and associated tools and applications.
• Implement IT Service Management (ITSM) and IT Infrastructure Library (ITIL) practices to the Help Desk team.
• Develop, monitor, and track Operating Level and Service Level Agreements (OLAs/SLAs) to improve support reliability.
• Monitor and facilitate internal escalations of incidents and review weekly and monthly customer service reports to identify and correct issues that hinder operational goals.
• Work closely with the security team to ensure systems and end-user platforms are kept up to date with current security standards.
• Assist in the infrastructure build-out at new sites, upgrades, expansions, and office relocation moves.
• Monitor and troubleshoot the LAN/WAN network, servers, and cloud services.
• Evaluate and test new software/hardware to streamline processes, improve service, and enhance security.
• Protect and patch vulnerable software and hardware systems across the enterprise.

Qualifications:

· Minimum of 5 years of experience in technical support or IT helpdesk management, with a proven track record of successfully managing and developing a team.

· Strong leadership and management skills, including the ability to motivate, coach, and develop technical support specialists.

· Excellent communication and interpersonal skills, including the ability to communicate technical information to non-technical end-users.

· Strong problem-solving skills and the ability to think creatively to develop solutions to complex technical issues.

· Deep familiarity with helpdesk software and ticketing systems.

· Knowledge of ITIL or other IT service management frameworks.

· Ability to work flexible hours as needed. Minimal travel may also be required.

Must possess current and valid US Work Authorization and be eligible to work for any US employer without sponsorship.

Due to the high volume of applications received, only those selected for an interview will be contacted.

UNICEF USA is proud to be an Equal Opportunity Employer
We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. UUSA is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at peopleandculture@unicefusa.org.