IT Help Desk Manager

Role : IT Help Desk Manager

Reports to : Director of IT

Department : Admin

Location : Arlington Administration - 2116 Arlington Ave., Suite 100, Los Angeles, CA 90018

Setting : 100% onsite

Schedule : Monday - Friday, 8:00 am to 5:00 pm

Status : Full Time/ Management/ Exempt

Benefits : Medical, Dental, Vision, Retirement Planning (403b), Employee Assistance Program (EAP), etc.

Openings : 1

Summary

The People Concern has a growing and changing IT Department. Day to Day management of the tasks, assignments and troubleshooting issues is required. This position requires excellent communication skills, strong knowledge, and proven experience in Helpdesk and IT Support, delivering complex business solutions around deployments, imaging, peripheral support, and hardware problem-solving.

Essential Duties and Responsibilities:

• Daily, work independently to prioritize, assign and handle, with excellent customer service and great results, the various Help-Desk related questions and issues that arise.
• Manage IT Help Desk Technicians/Assistants/Coordinators by deploying, scheduling, assigning and planning their work days and week.
• Weekly 1:1 supervision meetings with each of the Technicians regarding mentoring, problem solving and strategic goals.
• Attend Monthly Manager's meetings of TPC, and other required meetings for management level updates and feedback.
• Facilitate, edit and create trainings and communications as required regarding IT department updates. Including end-user training, including the creation of pre-recorded training videos.
• Work closely with the Director of IT to move the organization into the needed areas of strategic growth, systematic changes, and provide analysis of the issues faced by end users.
• Prepare invoices as needed, sign off on expenses, and reconcile budget with Director's guidance as needed.
• Recommend process and vendor changes when applicable.
• Assist in the software and hardware life cycle management processes, including research, packaging, quality assurance, and deployment preparation
• Set up new users, including desktop configuration, email accounts, LDAP accounts, VPN accounts
• Support employees, both local and remote, with desktop issues, account issues, and access to various internal services
• Troubleshoot software issues on employees' desktops/laptops
• Some off-hours support may apply
• Enterprise remote mobile device management
• Enterprise user equipment provisioning, installing, and maintenance - smartphones, desktops, laptops, tablets, VoIP, and POTS phones.
• Printer management - local and network printer setup, install troubleshooting.
• Authoring and upkeep of documents for User Guides and Standard Operation Procedures (SOP).
• Perform related duties as assigned or requested.

Qualifications :

• Must be able to work on-site in LA locations to support the team and the bulk of the end-user issues that occur during this span.
• Current, valid CA Driver's license and current vehicle insurance.
• Associate's degree or equivalent combination of education/technical training and computer science or engineering experience (3 Years+ experience).
• Must be knowledgeable with: B4 Phish alert platform, VOIP systems, Jive, RingCentral, Verizon IPC, Apple I-phone Troubleshooting and system maintenance, basic router set up, configuration and troubleshooting, basic server maintenance, most laptop/PC and IT related equipment repair and installation, Windows OS and MAC iOS, installation and configuration of typical office-setting equipment and new software as needed.
• Will be required to travel between various sites within a certain day or week to solve issues.
• Night, early morning and Weekend calls may occur, this position will be the primary point of contact.
• Ability to communicate with excellent customer service and confidentiality.
• Calm demeanor under pressure is required.
• Great written and verbal communication skills.
• Excellent leadership skills, including goal-setting, motivation, keeping others on task and meeting expectations of scheduled tasks and priorities.
• Basic math and data analysis skills required.
• Excellent basic computer skills (Office/Microsoft Word/Excel).
• Ability to set and monitor a budget, audit receipts and details.
• Good problem-solving, critical thinking and decision-making skills.
• Exceptional organization, time management and multitasking abilities.
• Keen attention to details.

• Supervisory experience
• Excellent leadership skills, including goal-setting, motivation, keeping others on task and meeting expectations of scheduled tasks and priorities.
• IT Infrastructure & System Administration: Overseeing networks, hardware deployments, server management, and database structures.
  
  
• Cybersecurity Protocols: Establishing access controls, vulnerability scanning, and disaster recovery runbooks.
  
  
• Cloud Computing: Managing enterprise migrations and cloud architecture platforms such as AWS, Microsoft Azure, or Google Cloud.
  
  
• ITIL/ITSM Frameworks: Familiarity with Information Technology Infrastructure Library guidelines to oversee service desks and incident lifecycles
  
  
• Team Empowerment: Coaching technicians, mentoring junior staff, and learning to delegate responsibilities without micromanaging
  
  
• Conflict Resolution: Navigating team tensions, balancing shifting workloads, and acting as a buffer against executive pressures

Work Environment

• Field (may need to travel) and indoor office environment. Based Primarily in Arlington HQ.
• Will be required to walk or drive to different local sites and events (Southern California area).
• Regularly required to sit, stand, bend and occasionally lift or carry up to 25 pounds on a regular basis.
• Will necessitate working in busy, dusty and loud environments around our unhoused clients at times, including parking in and near their current areas of residence.
• Will be exposed to elements like cold, heat, dust, noise and odor and other potential visual situations of this industry (homeless clients, skid row population, substance users etc).
• May need to bend, stoop, twist, and sit throughout the day.

EXPECTED BEHAVIORS OF ALL STAFF

1. Act as a role model
2. Demonstrate a sense of responsibility
3. Continuously learn and improve
4. Acknowledge your own areas of improvement
5. Hear and provide honest, specific and direct feedback
6. Create an environment where everyone is welcomed valued and respected
7. Collaborate

Equal Opportunity Employer

The People Concern is an equal opportunity employer dedicated to non-discrimination in employment. We select the most qualified individual for the job basedon job-related qualifications regardless of race, color, age, sex, religion, national origin, disability, ancestry, marital status, credit history, sexual orientation, arrest and court record, genetic information, veteran status or any other status protected by federal, state or other applicable laws.

About the People Concern

The People Concern empowers the most vulnerable among us to rebuild their lives. One of Los Angeles County's largest social services agencies, The People Concern was formed in 2016 in a merger of two trusted social service organizations based in Los Angeles County, OPCC and Lamp Community. Informed by more than fifty-eight years of work in the community, The People Concern is a leading provider of, and advocate for, evidence-based solutions to the multi-faceted challenges inherent in homelessness and domestic violence.


With compassion and profound respect for those we serve, we provide a fully integrated system of care - including outreach, interim housing, mental and medical health care, substance abuse services, domestic violence services, life skills & wellness programs, and permanent supportive housing - tailored to the unique needs of homeless individuals, survivors of domestic violence, challenged youth, and others who have nowhere else to turn.


The People Concern's model of integrated and comprehensive care empowers our participants to navigate the multi-faceted obstacles in their lives, become their best selves, and ultimately, connect with and contribute to their communities.

Benefits & Perks

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Retirement Planning (403b) & Matching
• Paid Holidays
• Paid Vacation Days
• Paid Sick Days
• Employee Assistance Plans (EAP)
• TELUS Health
• Flexible Spending Account (FSA)
• Basic Life / Accidental Death & Dismemberment (AD&D)
• Voluntary Short- and Long-Term Disability
• Voluntary Pet Insurance
• Corporate Discounts: Discounts on Hotels, Theme Parks, Concerts, Movies, Restaurants & More
• The People Concern University & Certificates