Desktop Systems Manager

Application Guidelines:

Applications will be accepted until the position is filled.

A cover letter is recommended for consideration.

This position is currently hybrid.
Out-of-state selected candidates will be required to relocate to the Oregon/SW Washington area within 60 days of their start date.

Who We Are:

Oregon Food Bank (OFB) believes that no one should be hungry. Our mission is to eliminate hunger and its root causes. We believe that food and health are basic human rights for all. We know that hunger is not just an individual experience; it is also a community-wide symptom of systemic barriers to employment, education, housing and health care such as systemic racism, sexism, and cissexism. That's why we work systemically to achieve our mission to end hunger: we foster community connections to help people access nutritious food, and we build community power and strengthen networks of support and the safety net to eliminate the root causes of hunger for good.

We build community power to dismantle systems and policies that drive hunger and poverty.

Oregon Food Bank is an Equal Opportunity Employer, and we strongly encourage applications from candidates who can increase the diversity of our organization and strengthen our capacity to eliminate hunger. We believe strongly in the power of lived experience - and we actively seek individuals who have experienced hunger and its root causes to join our team. Our organization is stronger because of the leadership of people who have faced food insecurity in their own lives and/or hail from historically under-represented communities. Learn more about our commitment at oregonfoodbank.org/equity.

Who You Are:

You care deeply about community, about people experiencing hunger and hold them in the center of all that you do. You are committed to apply equity as a process and an outcome of your work to disrupt systemic social patterns that promote hunger such as racism, sexism, and cissexism. You have a strong affinity with OFB's 10 Year Vision and are profoundly excited to achieve this vision for and with our community.

Position Summary:

As the Desktop Systems Manager (DSM) you will be responsible for the management of the Desktop Systems team, a team within the Department of Information Technology. This position supervises, supports, and ensures that team members are proficient in effective methods to research, troubleshoot, and deliver comprehensive technical solutions. The DSM oversees the readiness and maintenance of the help desk system, processes, tools, and procedures required to document, track, and resolve reported problems and requests. The DSM ensures operational service levels, standards, and the latest product and technical updates or policies are available and communicated to the team. The DSM will use project management tools and interpersonal skills to ensure that projects are completed on time and within budget.

In addition, the DSM will collaborate with other IT Department Teams: Network Support and IT Projects. The DSM is also responsible for ensuring that the Desktop Systems team maintains a positive customer experience for internal and remote customers. This includes maintaining a user-friendly IT Service Portal, customer facing knowledge base, and the development of customer satisfaction surveys/reports.

Primary Responsibilities (Essential Functions):

• Provides team leadership and management of the Desktop Systems Support team. Leads development of processes, provides training support, and performance feedback.
• Collaborates with other teams to ensure Service Levels (SLA's) are in place and Key Performance measures are defined and agreed for Desktop Systems Support.
• Ensure that desktop support activities focus on priorities, resolution of conflicts to meet services, improvement plans, and risk remediation.
• Develop, maintain, and track key metrics to ensure sufficient coverage and maintain service standards.
• Acts as a point of escalation for unresolved or escalated needs and facilitates final problem resolution.
• Develops and maintains change processes to ensure optimum effectiveness.
• Develops and maintains processes and procedures for Desktop Systems related work or requests.
• Identify barriers, gaps and challenges to Desktop Systems support and develop solutions.
• Creates dashboards based on defined SLAs and create action plans for driving better service solutions.
• Ensures the Desktop Systems team provides responsive and empathetic support to OFB staff.
• Share technical knowledge and mentor the Desktop Support team.
• Provide guidance and facilitation for IT department processes and projects such as the annual work planning and budgeting process.
• Collaborate with the IT department director and managers on IT related projects.
• Schedule and facilitate meetings.
• Monitor & track spending and recommend adjustments to ensure the department meets budget constraints.
• Perform other related duties as assigned by the Director of Information Technology.
• Other related duties as assigned
• Organizational level responsibilities of exempt employees include:
  
  • To be an ambassador and a leader for OFB's vision and mission, a cross-departmental collaborator, and an active contributor to building a movement to end hunger for good by addressing the root causes of hunger: systemic oppressions such as racism, xenophobia, sexism, and cisexism.
  • In consultation and coordination with the supervisor, actively contribute to:
    
    • cross-departmental efforts
    • work culture activities and programming
    • advisory and consultative groups such as the compensation committee, affinity groups, Equity Ambassadors, Equity Think Tank meetings, among others
    • plan and engage in professional development activities that strengthen your capacity for your specific role as well as your capacity to contribute and advance organizational goals, OFB's vision and mission.
• Identify, share, engage in, and collaboratively adjust and make necessary changes to this description of duties according to the inevitable evolution of the role over time.

• Deep passion for eliminating hunger and its root causes.
• 5 years experience in similar roles including Service Desk leadership.
• 2+ years of supervisory experience.
• Self-directed and the ability to thrive in a creative, responsive, diverse, and sometimes fast-paced culture.
• Disposition and willingness to innovate, problem solve, test, fail and adjust.
• Effective written and oral communications.
• Excellent interpersonal skills, ability to work independently and in teams.
• Experience leading teams in both local and remote customer focused environments.
• Experience managing 3rd party vendors to ensure alignment with contractual SLAs and OLAs.
• Proficiency with common corporate desktop technologies including:
  
  • Linux, Mac, and Windows operating systems
  • Active Directory, antivirus and endpoint protection tools
  • Azure, 0365 support, backup of endpoints, and basic security
• Knowledge of mobile device.