Help Desk Manager

Help Desk Manager, Risk Management, Nonprofit, SQL, Salesforce, CRM, Crystal Reports, ASP.NET, Windows Server, Exchange, Customer Service
Full Time
up to $80k
Telecommuting not available Travel not required

Job Description

Position Purpose: To develop, implement and oversee the Foundation s technology, information and data processing systems to streamline workflow and improve efficiency of work processes performed by Foundation Staff. Ensures delivery platforms, data integrity and security is consistent with the strategic goals of the leadership team. To coordinate with IT vendors to identify, solve and meet the Foundation s technical support hardware and software needs. 

Key Responsibility:
 Strategic Input and Leadership  Provide input and leadership to the strategic direction of IT, directly influencing the Foundation s growth and direction in new and existing products and systems as well as upcoming integration efforts with new technology acquisitions.  Participate in the development of strategic information technology plan, processes and solutions.  Coordinate the execution of technology strategies providing leadership and developing relationships with key internal staff, vendors and peers.  Oversee and provide leadership and direct input to the Technology Advisory Committee whose primary function is to ensure the organization s technology capabilities are aligned with the organizations business requirements in an advisory capacity.  Stay abreast of the latest development in information technology and remain highly technically competent at all levels of data processing and information systems. 

Key Responsibility:
 Applications Support  Understand the Foundation s enterprise software (FoundationPower) used to manage all aspects of the Foundation s financial and grant making processes and provide support to FP staff other users.  Understand Salesforce application as the primary CRM tool.  Serve as the primary liaison between Foundation staff, donors, and vendors regarding information systems operations, schedules, issues, timelines, procedures, requirements and billing.  Oversee the compilation and maintenance of an accurate inventory for hardware and software. Provide computer software support for database control, report generation (crystal reports and SQL) and integration among software programs.  Participate in the testing and implementation of new systems.  Set up and maintains user system access according to established procedures.  Develop written communication and documents for users and internal use.  Monitor vendor contracts to ensure that requirements are being met and processes invoices according to established procedures.  Provide assistance with set up, troubleshooting issues with mobile devices that are integrated with Foundation network. 

Key Responsibility:
 Customer Service  Manage help desk requests for assistance from internal users with issues related to hardware and software applications; troubleshooting and resolving issues; or escalating issues to Managed IT Services vendor and other consultants when necessary.  Track the progress of service and problem resolutions and contacts donors and other pertinent parties to keep them informed of the status of their requests.  Provide excellent customer service to internal staff, donors, vendors and other pertinent parties. 

Key Responsibility:
 Training on Software Applications  Identify Foundation staff s training needs.  Develop and conduct training sessions in one on one and group format. 

Key Responsibility:
 Back Up of Computer System  Provide oversight and assistance with monitoring and maintaining necessary operating system/application backups of computer system. 

Key Responsibility:
 Risk Management  Monitor and maintain daily, weekly, monthly and operating system/application backups of computer system.  Lead the implementation of all IT security/disaster policies ensuring compliance with information governance, legal, regulatory and mandatory requirements, including those for data protection confidentiality and security.  Lead on disaster recovery and business continuity plans and procedures.  Work with 3rd party service providers to ensure externally hosted or developed systems are built to comply with IT security policies, government legislation and regulatory requirements.  Coordinate vulnerability/penetration testing as needed. 

Key Responsibility:
 Other Secondary Duties Preferred Not Required  May assist with maintaining and updating Microsoft SQL database to ensure data integrity and consistency.  May assist with maintenance of ASP.NET website.  May write Crystal Reports and SQL queries to provide Foundation staff with requested information from databases.  Education and Work Experience Ability to think and act strategically and proactively; ability to analyze information related to innovative computer technology and assist in directing organization in the selection and implementation of software and hardware to meet the needs of the organization  Knowledge and Skills  Bachelor s degree in computer science, management information systems or related field and minimum of three (3) five (5) years of job-related experience. Experience working with nonprofit organization preferred; foundation background a plus or any equivalent combination of education and experience that provides the required knowledge, skills and abilities.  Proficiency in or knowledge of using a variety of computer software applications, i.e., Microsoft Word 2010, Outlook, Excel, Access and strong background in MS Windows Office 2016 operating environments, (10, 7)  Operations experience in a production environment  Experience with or knowledge of Windows Server, Exchange, SQL Server 2014  Knowledge of Salesforce application as primary CRM  Knowledge of reporting tools such as Crystal Reports  Knowledge and understanding of web based programming such as ASP.NETAbility to manage multiple concurrent projects  Ability to communicate technical concepts to technical and non-technical audiences  Broad knowledge of data processing systems, concepts and methodologies; demonstrated aptitude of learning new technologies.


Benefits for FT employees: 
• *Life Insurance
• *Long Term Disability Insurance
• *Short Term Disability Insurance
• Medical Spending Account
• Dental Insurance
• Dependent Care Spending Account
• 403 (b) Retirement Account
• Medical Heath Insurance
• Cash Fringe Benefit Allowance 
• 8 Paid Holidays
• Free Parking 
• PTO Hours – 180 hours/year 

Posted By

40 N. Main Street Suite 500 Dayton, OH, 45423

Dice Id : RTX1c87sc
Position Id : 470727
Have a Job? Post it