Technical Support Services Lead, Resources for Human Development

Posted by on October 03, 2011

Technical Support Services Lead, Resources for Human Development

Posted on: September 15, 2011

Resources for Human Development (RHD) http://www.rhd.org is a large and diverse nonprofit social service agency headquartered in Philadelphia, with 160 programs in 14 states. The mission of RHD is to provide caring, effective, efficient, and innovative services that support people to overcome obstacles and build meaningful lives for themselves, as well as strengthen relationships with their families, and the communities in which they live. Since 1970, RHD’s multi-faceted programs have served people with a variety of challenges, including developmental disabilities, mental illness, substance abuse, poverty, and homelessness. RHD is proud to have been awarded first place in the Philadelphia Business Journal’s “Best Places to Work – 2010” competition.

The Technical Support Services Lead is responsible for the management of the team that supports RHD’s user community. The lead is responsible for the quality and effectiveness of the IT department’s customer support services for the corporate office, local programs and regional customers. The lead performs a leadership role over the support team and serves as a mentor for the group.

Responsibilities

Coordinate personnel activity for the Technical Support Services team (TSS) for issues related to desktop support, applications support, site turn-ups, and general helpdesk.
Perform hiring and termination process when needed with management approval.
Assist in the development of Career Development Plans for individuals within the TSS team.
Develop solutions for site turn-ups in conjunction with the Infrastructure Engineering Group (IEG).
Respond to routine incoming customer written and telephone contacts.
Manage ticket escalations and ensure customer satisfaction across the corporation with regards to IT support requests.
Ensure the helpdesk’s compliance with organizational SLAs as directed by the CTO and other senior management resources.
Ensure the maintenance of all necessary documentation for sites and programs within RHD including diagrams and run-books.
Provide monthly reports on service desk performance utilizing established metrics in the helpdesk system.
Establish and maintain contact with 3rd party technical support service providers for regional hands-on support concerns.
Leverage internal best practices and standards for the deployment of RHD infrastructure to programs and units and ensure technicians within the department are as well.
Ensure a high standard of quality on all deployments and implementations across the enterprise.
Stay up-to-date on technical standards, procedures, processes, and technologies to ensure even implementation of new and established technologies throughout the enterprise.
Coordinate weekly team meetings to keep the team abreast of changes to support strategy from week to week.
Work with RHD Program Directors, Corporate Department Heads, and Budget Managers to resolve escalated issues and provide follow-up and documentation on major issues to ensure timely and accurate resolution.

Position Requirements

Minimum 5 years of experience managing a tiered helpdesk or service desk operations in a small to mid-sized firm with 4 or more technicians.
Experience with Microsoft server and desktop applications as well as operating systems.
Bachelor’s Degree preferred in Electrical Engineering, Business, or MIS/IT.
Strong communication skills both written and oral.
Experience working with senior management and in matrix-managed environments.
Experience selecting and managing multiple vendor relationships preferred.
Advanced desktop, server, and network troubleshooting skills required. Experience with applications support considered a plus.

E.O.E.

We offer a competitive salary and a comprehensive benefits package, which includes a generous time off package. Please send your resume, along with a cover letter expressing salary expectations to: tamara.byrd@rhd.org