About the Position

The Technology Support Lead delivers exceptional IT service, ensuring smooth daily operations of the IT Service Desk. This hands-on role focuses on resolving Tier 1 and Tier 2 technical issues, managing service requests, and optimizing IT support workflows. Responsibilities include coordinating support efforts, implementing best practices, providing training, and ensuring high customer satisfaction. The role also involves policy enforcement, escalation management, and contributing to continuous improvement initiatives. Working under the Director of Information Technology Services, this position provides technical support and implements service improvement initiatives to support Mt. Cuba's mission.

Essential Functions of the Role

The following outlines key responsibilities of the role:

Service Desk Management

• Resolve Tier 1 & 2 support tickets for hardware, software, networking, and printing issues.
• Manage the Service Desk queue, escalating tickets to the Managed Service Provider (MSP) as needed.
• Maintain ownership of service tickets through completion.
• Ensure adherence to SLAs and coordinate regularly with the MSP to review service issues.
• Oversee onboarding and offboarding of employees, contractors, and volunteers.
• Identifies and escalates security concerns immediately.

Enterprise Systems & Application Support

• Install, configure, and maintain hardware, software, A/V equipment, and telephone systems.
• Perform system upgrades, including after-hours work when required.
• Support enterprise applications, including Microsoft Teams, MS O365 suite, and the Adobe creative suite.
• Manage IT asset inventory, device setup, and lifecycle tracking.
• Maintain IT intranet resources, including user guides and FAQs.
• Act as liaison between subject matter experts (SMEs) and external vendors for enterprise applications and hardware.

Documentation & Vendor Coordination

• Maintain and update the Service Catalog, ensuring all documentation is current.
• Provide KPI reports on project and service delivery metrics.
• Process vendor payments in alignment with accounts payable policies.
• Serve as the primary contact for vendor interactions related to service desk tools and enterprise systems
• Carry out other such duties as may be assigned or requested.

Major Objectives/Projects for the First 6-12 Months

The incoming Information Technology Support Lead will be expected to make significant impacts in the following key areas during their first year:

• Formalize Service Excellence: Establish and maintain exceptional customer service standards for IT support, with measurable improvements in response times and user satisfaction.
• Documentation Review and Enhancement: Review and update the IT service catalog, knowledge base, user guides, and support documentation to improve self-service capabilities.
• Process Optimization: Evaluate and refine IT service desk workflows to enhance efficiency and enable accurate KPI reporting.

Education and Experience

• Bachelor's degree in Information Technology or related field preferred, or combination of certifications and hands-on experience.
• 3-5 years of experience managing an IT service desk.
• ITIL certification preferred.
• Cisco/Meraki Certifications preferred.

Qualifications and Skills

• Experience working in partnership with a Managed Service Provider (MSP).
• Knowledge of software and network support for multiple users with skills pertaining to various web and virtualization technology including cloud services, Hyper V, TCP/IP and the Cisco Meraki platform.
• Advanced understanding of enterprise software and server operating systems, including usage of Microsoft Office Suite, Windows Server, HyperV, MS SQL, and the Adobe Suite of products.
• Hands on knowledge of installation, configuration, and troubleshooting processes for hardware, networking, and accessory equipment.Proven ability to manage hardware/software lifecycles.
• Strong project management skills and ability to manage multiple priorities simultaneously.
• Ability to manage Active Directory, VPN’s, and cloud-based systems.
• Ability to troubleshoot Audio/Video systems (Creston and Clickshare).
• Ability to use accounting software and manage payables to assigned vendors.
• Ability to communicate and interact with all levels of the organization in a personable and professional manner.
• Self-motivated, organized, attentive to details, and the ability to manage time and effectively function without close supervision.

About the Role: Compensation, Benefits, and Perks

• Salary commensurate with experience, starting range: $70,000 - $75,000 per year
  
• Non-exempt, full-time position, On-site
• Generally, regular hours are: Monday-Friday, 8:30 AM to 4:30 PM with some evenings, weekends, on-call and holiday work required
• Primarily on-site position with occasional remote work for closures or extraordinary circumstances
• Candidates must have unrestricted work authorization in the U.S.
• Benefits include medical/dental/vision insurance, 401(k) with up to 8% employer contribution, PTO, free garden admission, and professional development opportunities

Application and Hiring Process

To apply, please submit:

• Resume
• Responses to our application questions
• Cover letter (optional)

Interview Process:

1. Initial screening
2. Response to a screening questionnaire
3. Phone screen
4. In-person technical assessment
5. Final in-person panel interview with Information Technology and Finance & Operations leadership

Timing:

• Application review begins the week of April 7th. We recommend that interested applicants submit their applications prior to this date.
• Mt. Cuba is targeting a start date for the final candidate in late April - early May 2025.
• All candidates will receive a status update via email after their application has been reviewed.

Commitment to Diversity: Mt. Cuba Center is committed to diversity and inclusivity. We encourage qualified candidates from all cultures and communities to apply. For accommodations or assistance, please email careers[a]mtcubacenter.org.