IT Desktop Support Manager

IT Desktop Support Manager About Ascend Nonprofit Solutions At Ascend NPS, we empower organizations that change communities. As our IT Desktop Support Manager , you won't just manage tickets— you will lead the technical front line that keeps our mission‑driven clients connected, secure, and running smoothly. Reporting directly to the Chief Information Officer (CIO) , you will have a direct voice in shaping our support strategy, mentoring growing tech talent, and delivering an incredible customer experience. Position Overview Role Type: Full‑Time, Team Leader Location: Local travel required (potentially up to 50% visiting local client sites) Impact: Lead Help Desk team, optimize technical operations, help design and improve workflows and configuration of helpdesk software, and act as a senior escalation point for critical IT needs. Key Responsibilities Team Leadership & Help Desk Operations (45%) Define Excellence: Establish and refine best practices for the entire technical support lifecycle. Data‑Driven Strategy: Develop daily, weekly, and monthly productivity reports to optimize team workflows. Process Optimization: Establish, document, and enforce SLA‑driven best practices across the entire technical support lifecycle. Investigate and implement AI‑based helpdesk to assist with remediation of tickets. Advanced Troubleshooting: Assist in resolving Helpdesk issues/tickets as needed. Serve as the senior tier‑1/2 expert for complex Microsoft 365, Remote Access, computer, and networking issues. Identity & Access Management: Oversee active directory maintenance, user account creation, termination workflows, and role‑based access controls across core applications. Mentor & Grow: Recruit, onboard, train, and evaluate a high‑performing help desk team. Client Success & Relationships (40%) Elevate Service: Ensure the team delivers warm, professional, and timely support daily. Onboarding & Education: Design and deliver engaging IT training programs and onboarding documentation for end‑users. Listen & Adapt: Own the annual customer satisfaction survey process to identify and implement service improvements. Standardize: Author clear standard operating procedures (SOPs) and internal documentation. Knowledge Management: Create, organize, and maintain a standardized internal knowledge base for standard operating procedures (SOPs) and client environment configurations. Infrastructure & Network Support (15%) System Stability: Assist with hardware/software installations, patching, and major upgrades. Network Operations: Support physical/virtual compute environments, active directory/user rights, and VOIP systems. Security & Compliance: Proactively monitor systems via Pulseway and ensure network security compliance (AV, IPS, HIPAA, FERPA). Qualifications & Requirements Experience: 2+ years of IT support experience, with a proven track record of troubleshooting laptop/workstation hardware and network connectivity (DNS, DHCP). Demonstrated experience in designing/managing helpdesk systems and workflows. Leadership Traits: 2 years of experience supervising others. Outstanding ability to de‑escalate stressful situations, prioritize heavy demands, and communicate with warmth. Tech Stack Knowledge: Deep familiarity with Microsoft 365, onboarding/offboarding, and helpdesk workflows. Education: High School Diploma required; Associate degree or higher preferred. Certifications & Logistics Required Certifications: CompTIA A+, Network+, or equivalent verified experience. Preferred Certifications: Microsoft Certified Professionals. Mobility: Active Driver's License, reliable personal vehicle, and auto insurance (required for transporting computer equipment between local client sites). Physical: Ability to occasionally lift and move IT equipment up to 20 lbs. Benefits Ascend NPS is committed to providing a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a good work/life balance. Benefits include: Comprehensive Medical, Dental, Vision insurance options Health and Dependent Care Flexible Spending Accounts Retirement plans with match 20 days PTO and 11 paid holidays Mileage reimbursement for client site visits Basic Life and Accidental Death & Dismemberment (AD&D) Voluntary Life and AD&D Company paid Short Term and Long‑Term Disability Insurance Supplemental Benefit Offerings Fit4Work Wellness Program Employee Assistance Program Ascend NPS is an equal opportunity employer. We provide equal opportunity in all terms, conditions, and privileges of employment for all qualified applicants and employees without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned this job classification. They are not to be constructed as an all‑inclusive list of all duties, skills, and responsibilities of people so assigned. #J-18808-Ljbffr Smartstartofmeck