Help Desk Manager

How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At Blood Cancer United, employees take our mission seriously. Whether you work in one of our regions, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our bold goal a reality: to enable patients with blood cancer to gain more than one million years of life by 2040. Join us and give new meaning to the word, "job."

Role Overview

This position provides day-to-day operational support for end users, including hardware, account permissions, networking, and troubleshooting. It also delivers front-line technical support and equipment provisioning for hardware, software, and related services.

Core Responsibilities

• Manage a team of 5 providing Tier 1 & 2 tech support across the U.S.
• Oversee team development: performance goals and management, appraisals, onboarding, mentoring.
• Lead daily operations and workflow using support desk software.
• Define and publish support standards, operating hours, and handoffs.
• Collaborate with VP on strategic vision, goals, and roadmap.
• Serve as an escalation point for Level 1 & 2 issues.
• Implement proactive service measures to reduce status calls.
• Develop and improve service desk practices aligned with ITIL 4 and KPIs.
• Coordinate with Application Support for documentation, training, and change management.
• Generate and analyze help desk performance reports, ticket trends, and KPIs for recognition and to identify recurring issues and propose solutions.
• Manage IT assets: deployment, recovery, inventory, lifecycle.
• Provide technical troubleshooting and A/V support for meetings.
• Contribute to Technology Operations Leadership Team initiatives.
  
  

Minimum Requirements

• Bachelor’s degree or equivalent experience.
• 5 years in a similar role.
• Preferred certifications: ITIL 4 Foundation/Practitioner, HDI Support Center Manager, Microsoft 365 Endpoint Administrator, CompTIA A .
  
  

Skills & Abilities

• Database maintenance experience.
• Proficiency with Windows OS; familiarity with MacOS.
• Knowledge of SharePoint, OneDrive, Microsoft Intune, Active Directory, Office 365.
• Mobile device support.
• Strong communication and customer service skills.
• Ability to explain technical concepts clearly and empathetically.
  
  

Work Environment

• Extended periods of sitting/standing; computer use.
• Clear vision and hearing for communication.
  
  

Employee Value Proposition

As a valued member of Blood Cancer United, you are eligible for a comprehensive benefits package. Our offerings include medical, dental, and vision insurance; life insurance; flexible spending accounts; a 403b retirement plan along with generous paid time off. In addition, we observe federal paid holidays throughout the year, and offer a wellness program and an employee assistance program.

We are excited to share the base pay range for this position is $70,000 to $87,000. The offered compensation may vary based on factors such as geographic location, business need, market conditions, proficiencies, skills, education, and experience. Additionally, at Blood Cancer United we place a high value on internal pay equity and will consider the current compensation of similarly situated roles and direct team members. Base compensation is only one component of our Total Rewards program, which also includes an annual incentive plan and a competitive benefits package.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skiBlood Cancer United required of employees. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

Blood Cancer United is an equal employment opportunity employer committed to diversity and inclusion in its workplace. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity and expression (including transgender status), sexual orientation, pregnancy, age, race, color, creed, national origin/ancestry, citizenship, religion, genetic predisposition or information, physical or veteran status, or any other characteristic protected by law. Blood Cancer United seeks such skilled and qualified individuals to share our mission and where they will join a cohort of others who have chosen to call Blood Cancer United home. Blood Cancer United complies with all applicable laws which prohibit discrimination and harassment in the workplace, and is committed to maintaining a diverse and inclusive environment supportive of all of our employees and the communities we serve.