Global Help Desk Manager

The IT Global Helpdesk Manager supports both domestic and international field offices. This position requires the ability to anticipate, analyze and fix issues related to computers, switches, wireless, software and general networking equipment. The Global Helpdesk Manager provides efficient support to end users and applies current technical solutions in a cost-effective manner to maximize efficiency of the organization to accomplish its mission, goals, and objectives. This position brings administrative and technical skills to the IT Team.

The Global Helpdesk Manager ensures that all information systems and related equipment are functioning properly and are installed with thought to the overall global organizational health, related to cost, benefit, and ease of use and support of employees.

In This Role You Will

• Follow the vision and direction of the Directory of Technology
• Manage the ticketing system/helpdesk, respond to user tickets, work with users to troubleshoot, and resolve technical issues.
• Ensure that all equipment and software used by the organization are operating at optimal levels
• Set up employee equipment, including hardware, software, and cables
• Manage inventory and track IT assets used by the organization
• Configure laptops with standard organization configuration for quick deployment
• Anticipate and respond to employees’ current and future needs
• Manage the sensitive information and technical pieces of employees within the organization
• Train and manage the technology aspects of IT super users in each country office
• Source local IT vendors in countries where we operate to procure and approve equipment for offices
• Develop and enhance cooperative interdepartmental relationships and communications
• Prepare staff for smooth transitions into modern technology
• Administer Microsoft 365 which includes account creation, termination, changes, Teams groups, distribution groups, and report building
• Develop a wide understanding of staff software used for PC and Mac
• Stay current on the latest Windows OS and provide employees with appropriate support and advice on IT issues
• Support the IT infrastructure including network, computers, and other hardware
• Make hardware repairs as necessary and/or manage repair work outsourced to vendors
• Assist with the authoring, editing, and management of IT documentation to improve Water For People’s IT Policy, Procedures and Protocols

As a part of the IT Team:

• Manage urgent situations, which may involve technical hardware or software problems
• Serve as a resource for country programs to increase their effectiveness in planning and implementation of IT solutions
• Create training documents for Water For People assets
• Lead and participate in IT projects
• Initially respond to employee requests within 24 business hours
• Collaboratively:
• Manage the helpdesk for optimal performance and support by resolving incidents in a timely manner
• Assist with the development and updating of plans for new product / service releases within the team

• Assist in the technical development of employee: monitor, mentor and assist in English & local languages

• Offer direct support and backup to the Director of Technology

• Four (4) years of directly related work experience
• Credible IT certification of Microsoft, Cisco/Meraki, Ubiquiti, etc., or equivalent training and work experience
• Comfort in communicating with diverse and international constituents
• Excellent verbal/written communications both in English and Spanish
• Flexible, able to work under tight deadlines, long hours, and have excellent follow-through skills
• Task-oriented with an excellent sense of priority, logic and objectivity, highly organized
• Ability to work and communicate with coworkers on different technology skill levels
• Ability to learn and evaluate new software
• Have an optimistic outlook of technology and helping people

Bonus Points If You Have

• Experience providing IT support and troubleshooting to people in North America., * Must have reliable home internet.
• Ability to work outside regular business hours when there are urgent needs to maintain business continuity, and work with team members located in other time zones.
• Candidates must have legal authorization to work and reside in one of the following countries: Peru, Guatemala, Honduras. Proof of residency or work authorization will be requested during the recruitment process.
• Ability to sit or stand for extended periods of time.