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Systems Support Manager
The Systems Support Manager is responsible for overseeing the technology service desk and managing the Microsoft 365 environment. This role ensures the smooth operation of hardware, software, and the Microsoft 365 platform across the organization. The Systems Support Manager will supervise the System Support Specialist, provide tier 1 helpdesk support, and manage the third-party managed services provider.
The position does require regular in-office presence and will be hybrid, working at least 60% of the time in the office. There will be an initial training period which must be completed at the office. This role will report to the Vice President Information Systems and is salaried, exempt.
Essential Functions:
Help Desk Management
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Lead and manage the help desk team, including a Systems Support Specialist and third-party managed service provider, ensuring timely resolution of IT support requests.
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Develop and implement help desk policies, procedures, and best practices.
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Monitor performance metrics and generate reports to identify areas for improvement.
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Ensure conference room technology is functional.
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Oversee the third-party support desk ticketing software.
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Provide training and support to help desk staff enhance their technical skills and customer service abilities.
Technical Support
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Collaborate with the IT team to ensure seamless integration and support of IT systems.
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Work with Information Security and the managed service provider to ensure timely system patching.
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Deploy equipment to users and resolve complex technical issues related to hardware, software, and network systems.
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Facilitate implementation and communication of system changes by obtaining and documenting required approvals, testing, and documenting changes.
Microsoft 365 Administration
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Oversee the administration and maintenance of the Microsoft 365 environment, including Active Directory, Exchange Online, SharePoint, Teams, OneDrive, and Sensitivity/Data Privacy Labels.
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Manage user accounts, licenses, and permissions within the Microsoft 365 platform.
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Collaborate with the Information Security Team and third-party provider to ensure the security and compliance of the Microsoft 365 environment by implementing best practices and monitoring for potential threats.
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Provide support for low code workflow applications such as Nintex Automation Cloud and Power Automate.
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Stay informed of Microsoft 365 updates and communicate with foundation staff about enhancements in functionality.
This job description is a summary of the employment-at-will relationship and not a contract. Not every responsibility is outlined, changes should be anticipated, and other duties will be assigned as necessary.
Job Type: Full Time
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