IT Support Manager

Position Summary:

The IT Support Manager leads day-to-day IT support services across all Catholic Charities locations. This hands-on position supervises IT Support Technicians, manages help desk operations and site coverage, and provides technical support for end-user hardware, software, mobile devices, and related technology.

The position works under the direction of the Director of Information Technology to ensure timely, professional, and effective technology support across all agency locations.

Responsibilities:

IT Help Desk and End-User Support

• Manage daily help desk operations and ensure timely, professional resolution of support requests.
• Monitor ticket queues, response times, aging tickets, recurring issues, and service levels.
• Provide hands-on Tier 2 support for hardware, software, Microsoft 365, printers, mobile devices, and connectivity issues.
• Ensure support requests and resolutions are properly documented.
• Identify recurring issues and recommend improvements to IT support processes.
• Coordinate IT onboarding and offboarding with Human Resources and department managers.
• Track equipment assignments, transfers, replacements, returns, and retirements.
• Maintain appropriate documentation for equipment lifecycle and warranty information.
• Conduct periodic inventory audits and reconcile discrepancies.

IT Staff Supervision and Site Support

• Supervise, coach, and provide technical guidance to IT Support Technicians.
• Assign workloads, priorities, site coverage, and daily support responsibilities.
• Conduct regular supervision meetings and provide performance feedback.
• Coordinate time-off requests while maintaining appropriate support coverage.
• Coordinate IT support, equipment installations, workstation moves, and technology needs across agency locations.

Hardware, Software, and Network Support

• Coordinate the setup, deployment, maintenance, and replacement of computers, printers, mobile devices, phones, and other technology.
• Provide support for Windows, Microsoft 365, and approved agency applications.
• Install, configure, troubleshoot, and support network equipment, switches, wireless access points, VPN connectivity, and network-connected devices.
• Troubleshoot TCP/IP, DNS, DHCP, VLAN, Wi-Fi, and general LAN/WAN connectivity issues.
• Assist with network upgrades, equipment replacements, cabling, site deployments, and other infrastructure projects.
• Maintain accurate IT inventory and coordinate vendor support as needed.
• Support agency mobile devices, email synchronization, mobile applications, and approved mobile connectivity solutions.
• Coordinate telecommunications support requests with vendors and escalate significant service issues as appropriate.

Documentation, Security, and Service Improvement

• Maintain help desk procedures, technical documentation, and knowledge-based resources.
• Follow established cybersecurity, user access, endpoint protection, and technology procedures.
• Escalate cybersecurity incidents and advanced server, firewall, or infrastructure issues to the Director of Information Technology.
• Review support trends and recommend service improvements to the Director of Information Technology, including identifying opportunities to automate IT support processes.
• Perform initial troubleshooting of network connectivity, wireless, VPN, printing, and other infrastructure-related issues.
• Assist with troubleshooting and implementation activities involving networks, servers, telecommunications, and infrastructure when requested.
• Follow established security procedures related to user access, endpoint protection, passwords, data protection, and technology use.

Perform other duties as assigned, consistent with the scope and responsibilities of the IT Support Manager position.

Job Requirements:

The following requirements are those normally required for performance of this position. Any disabled applicant or incumbent who does not meet one or more of the requirements, but who can perform the essential functions of the job with or without reasonable accommodations, shall be deemed to meet those requirements.

Physical Requirements:

The following requirements are those that are normally required for performance of this position. Any disabled applicant or incumbent who does not meet one or more of the requirements, but who can perform the essential function of the job (with or without reasonable accommodations) shall be deemed to meet those requirements.

Non-Physical Requirements:

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
• An equivalent combination of relevant technical education, certifications, and substantial related work experience may substitute for degree requirements.

Experience

• Minimum five (5) years of progressively responsible experience providing IT technical support, desktop support, help desk support, systems support, or related information technology services required.
• Experience providing Tier 2 or advanced technical support required.
• Experience supervising, leading, mentoring, or coordinating IT support staff strongly preferred.
• Experience supporting Microsoft 365, Windows workstations, Active Directory, networking, mobile devices, and end-user technology required.
• Experience supporting users across multiple locations preferred.

Special Skills

• Strong commitment to customer service and responsive technical support.
• Strong troubleshooting and analytical skills with the ability to independently diagnose and resolve technical problems.
• Ability to lead, coach, prioritize, delegate, and monitor the work of technical support staff.
• Strong knowledge of Windows desktop operating systems and Microsoft 365 applications.
• Working knowledge of Active Directory, user accounts, security groups, permissions, and access management.
• Working knowledge of TCP/IP networking, Wi-Fi, VPNs, DNS, DHCP, switches, and basic network troubleshooting.
• Knowledge of endpoint management, patching, antivirus/endpoint protection, and workstation security practices.
• Ability to manage multiple priorities and respond effectively to urgent support needs.
• Strong written and verbal communication skills with the ability to communicate technical information to non-technical users.
• Strong documentation and organizational skills.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
• Ability to work independently while recognizing when issues require escalation.
• Commitment to Catholic Charities' mission and service excellence.

Licenses, Registration, or Certification

• Valid Washington State driver's license and minimum required liability insurance for Washington State required.
• Must be deemed insurable as determined by Catholic Charities' liability insurance provider.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, ITIL, or similar certifications preferred.            

Employment is conditional upon:

• Being cleared by criminal background check and fingerprinting when required

Work Schedule: Monday-Friday 8am-5pm
Wage Range:$92,500 - $111,500 yearly
Benefits:

• 13 paid holidays, 12 days of vacation, 12 days of sick leave per year
• Health insurance including medical & prescription coverage, with optional dental and vision insurance plans. Majority of premiums paid by Catholic Charities
• Retirement 403(b) Plan: employee contributions commence upon employment; Catholic Charities contributes 2% of monthly income and matches up to 4% of employee contributions following 6 months of employment
• Basic Life Insurance paid 100% by Catholic Charities
• Flexible Spending Account eligibility following 6 months of employment
• Education Assistance Program reimbursing up to $5,250 per year for approved continuing education after 6 months of employment
• Additional voluntary insurances including supplemental life, accidental death & dismemberment (AD&D), critical illness, long term disability, accident, and ID theft
• Employee Assistance Program includes 3 counseling sessions per year, legal consultations, financial coaching, and other wellbeing tools
• Annual longevity awards begin at 5 years of employment

It is the practice of Catholic Charities to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, sex, age, disability, citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, gender expression, or any other characteristic protected by applicable law. Applicants from underrepresented backgrounds are encouraged to apply. We gladly offer reasonable accommodations to individuals with disabilities to support participation in the hiring process and employment.