Reports to: Chief Technology Officer and Deputy Chief Technology Officer
Manages: IT Support Specialists, Help Desk Technicians
Responsibilities:
- Oversee and Coordinate IT Support Operations: Direct daily activities of the IT support team, ensuring timely and effective resolution of technical issues while managing workloads and staff assignments.
- Develop IT Support Policies and Procedures: Create and implement standard operating procedures for IT support to enhance efficiency and service quality, adapting to changes in technology and user needs.
- Monitor Performance Metrics: Analyze support ticket trends and service levels to identify areas for improvement, implementing strategies to enhance service delivery and user satisfaction.
- Train and Mentor Support Staff: Provide ongoing training and development opportunities to enhance team skills, performance, and service quality, fostering a culture of continuous improvement.
Requirements:
- Experience: 3-5 years in IT support roles, with at least 1 year in a management position. Experience in remote support is a plus.
- Technical Skills: Proficiency in troubleshooting hardware and software issues across various platforms (Windows, macOS, Linux). Knowledge of networking concepts is beneficial.
- Communication Skills: Excellent verbal and written communication skills to effectively manage support staff and interact with users, including the ability to communicate technical information to non-technical users.
- Leadership Abilities: Proven ability to lead and motivate a team, managing performance and fostering a positive work environment while aligning team goals with organizational objectives.
Certifications:
- ITIL Foundation Certification
- CompTIA A+ Certification
- Microsoft Certified: Modern Desktop Administrator Associate
Technology Department
BGH Cloud Lab, Technology, Infrastructure, Onboarding/Offboarding
The technology department within the BGH Foundation organization is instrumental in harnessing the power of technology to enhance the organization's efficiency and productivity. They manage the technology infrastructure, ensuring that the network, hardware, and software systems are well-maintained and up-to-date. This includes safeguarding data, implementing cybersecurity measures, and troubleshooting IT issues. Moreover, the technology department plays a key role in onboarding and offboarding personnel, streamlining the integration of new team members with access to necessary resources and managing the transition of departing employees to protect sensitive information. Their role is pivotal in maintaining the technological backbone that empowers the nonprofit to effectively pursue its mission and make a positive impact on its communities.
BGH Cloud Labs (Virtualization Program ) One of the barriers for entry for cybersecurity professionals is not being able to create a home lab or a virtual lab due to the high costs of operating in the cloud and the resource intensiveness of home lab virtualization setups. To help reduce the barriers to entry into Cyber BGH Foundation is creating BGH Cloud Labs a program to help create a cloud lab that will allow students to participate in lab exercises that will provide them with hands on skills to help aid their entry into cybersecurity.
