IT Service Desk Manager

Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives. Why Work for Us? Trillium believes that empowering others begins with supporting our team. We offer our employees:

• A collaborative, mission-driven work environment
• Competitive benefits and work-from-home options for most positions
• Opportunities for professional growth in a diverse inclusive culture

Every day, our work changes lives - from children thriving through early intervention and school-based therapies, to adults with severe mental illness living independently and contributing to their communities. If you are looking for a unique opportunity to make a tangible impact on the lives of others, apply today! What We’re Looking For Trillium Health Resources has a career opening for an IT Service Desk Manager to join our team! The IT Service Desk Manager is responsible for developing and delivering one or more IT services to an internal or external customer. The role is accountable for designing, building, and enhancing the service, as well as service delivery. The role also works with business leaders to align business needs, support infrastructure and architectures, technology initiatives, and external providers to select, operationalize, and maintain information technologies. On a typical day, you might:

• Develop the service strategy for one or more services in the IT organization
• Review business requests for service enhancements and undertake cost evaluation, standards reviews, and prioritization
• Contribute service descriptions and service-level agreements (SLAs) for specific services to the organization’s service catalog
• Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services
• Set up, manage, and evaluate end to end Service Desk processes and workflows

• Associate’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and three (3) years’ experience in:
• PC software and hardware installation and troubleshooting
• TCP/IP Fundamentals
• Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365),
• Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response); OR
• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and one (1) year experience in:
• PC software and hardware installation and troubleshooting
• TCP/IP Fundamentals
• Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365),
• Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response); OR
• Equivalent combination of education/experience.
• Must have a valid driver’s license.
• Must reside within North Carolina.
• Must be able to travel within catchment as required.

Preferred:

• Supervision of two (2) or more employees
• Experience with two (2) or more of the following:
• Email concepts and troubleshooting
• Advanced phone skills (Call transfers, Call forwarding, Directory lookups, Voicemail, Conferencing, Call queues, or Dial Plans)
• Video / teleconferencing equipment (Cisco Telepresence)
• Basic home networking (Cable Modem, Wireless, Routers, DSL, WIFI)
• Current cell phone technology and how to manage devices (Mobile Device Management MDM
• Cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS)
• ITIL V3 standards
• Industry standard project management principles (PMI/PMP)
• IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT)
• One or more certifications such as PMP, ITIL v3, CCNA/CCNP, MCSE, PMP, AWS, Azure.

3.43.4 out of 5 stars United States Remote $81,159 - $113,115 a year - Full-time, Pulled from the full job description

• Loan forgiveness
• Health insurance
• 401(k) matching
• Paid time off
• 401(k) 5% Match
• Flexible spending account
• Paid holidays, Trillium knows that work/life balance is essential. That’s why we offer:
• Typical working hours: 8:30 am - 5:00 pm; flexible work schedules available for some positions with management approval.
• Work-from-home options available for most positions
• Health Insurance with no premium for employee coverage
• Flexible Spending Accounts
• 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year
• NC Local Government Retirement Pension (defined-benefit plan) https://www.myncretirement.gov/systems-funds/local-governmental-employees-retirement-system-lgers/lgers-handbook
• 401k with 5% employer match and immediate vesting
• Public Service Loan Forgiveness (PSLF) qualifying employer
• Quarterly stipend for remote work supplies