Manager - IT Support Services

at  Easterseals NH

Since 1936, Easterseals New Hampshire has provided exceptional services to ensure we change the way the world defines and views disability by making profound, positive differences in people’s lives every day.
Easterseals NH services include early childhood centers of excellence, medical rehabilitation, camping and recreation, vocational services, senior services, substance use treatment, adult day programs, community-based services, individual service options, transportation services, residential service options, and veterans services.

We are looking for a Manager of IT Support Services to join our team! The individual in this key position will ensure a high level of customer satisfaction through effective management of IT support staff while complimenting the Agency’s strategic direction and support and maintain end user application accessibility. Responsibilities include:

• Manage the overall operations of the IT support services group. Ensure procedure and protocol adherence with regard to IT Help Line functions and PC Technical Support functions.
• Oversee the IT support services group staff including hiring, position development and performance review. Manage workload; prioritize tasks and cross-train as needed.
• Manage network and email account requests. Ensure account requests are verified and created in a timely and accurate manner.
• Email administration to include creation, management, account status changes, and account audits. Maintain vendor interaction as the main on-site contact.
• Active Directory audit management to include oversight of the monthly account audits and the weekly account exception audits. Maintain an audit log and suggest resolutions to user accounts that are not compliant with IT policy.
• Manage and administer the filtering application. Research, test, and resolve web filtering issues. Suggest and monitor solutions to web issues. Oversee website access requests to ensure research and completion is performed in a timely and accurate manner.
• Administer the daily functions for Call Manager, Unity Voicemail, UCCX Contact Center, and Meeting Place. Ensure accuracy of the DID/extensions in use at all times.
• Administer the outsourced training for end-users. Cultivate partnerships with area vendors as needed.
• Aid in departmental procurement procedures, including research and recommendations, communication and facilitation of relationships with vendors and manufacturers.
• Ensure adequate monitoring of leased equipment and purchased multifunction printers.
• Assist the SVP of Information Technology in development and management of budgets to include monitoring of accounts and coding, actual vs. budget variance analysis, generation of reports and control.
• Assist the SVP of Information Technology in project coordination and tracking.
• Oversee the process of terminated staff and Legal Hold procedures to ensure IT policy compliance.
• Serve as a member of the Compliance Committee. Work collaboratively with committee members to identify and solve compliance issues.

QUALIFICATIONS:

• BS/BA in computer science, information systems, business, healthcare or related required
• Thorough knowledge of a PC environment, computer setup and business applications (i.e. MS Office, report writer packages and database administration)
• Five (5) years of related experience or five (5) years administrative or customer service experience with a high level of proficiency in business applications and technical skills
• Ability to work independently, manages multiple priorities and deadlines, and establishes own work plan with minimal supervision
• Excellent communication skills related to instructional and management presentations
• Comfortable with a variety of audiences in varying levels of IS/IT literacy
• Valid driver’s license and reliable transportation
  Compensation: Starting $82,600 annually.
  Hours: This is a full-time, exempt-level position.

What’s in it for you? We offer a comprehensive benefits package for full-time, eligible employees, including:

• Medical, Dental, Vision, Life & Disability
• Paid Time Off (PTO) begins accruing on your first day!
• 10 Paid Holidays – includes a Floating Holiday of your choice
• 403 (b) Employer Match – up to a maximum of 3%
• Tuition Reimbursement after one year of employment
• Federal student loan forgiveness eligibility and student loan repayment for qualifying positions
• Employee Discounts
• Wellness Programs: Health coaching, on-site and remote nutritional counseling services, remote and on-site fitness classes, reimbursement programs for weight loss & tobacco cessation
• All Employees of Easterseals NH are now eligible for DailyPay, a new optional benefit that allows you to access your pay whenever you need it.

We are proud to be a recovery-friendly workplace and a NH Veteran-Friendly Business.
To learn more about this role, please click on the blue “Apply Now” button below to submit your application. Difficulty submitting your application? Contact Bill at 603-670-6817 or WStavropoulos@eastersealsnh.org.

• Manage the overall operations of the IT support services group. Ensure procedure and protocol adherence with regard to IT Help Line functions and PC Technical Support functions.
• Oversee the IT support services group staff including hiring, position development and performance review. Manage workload; prioritize tasks and cross-train as needed.
• Manage network and email account requests. Ensure account requests are verified and created in a timely and accurate manner.
• Email administration to include creation, management, account status changes, and account audits. Maintain vendor interaction as the main on-site contact.
• Active Directory audit management to include oversight of the monthly account audits and the weekly account exception audits. Maintain an audit log and suggest resolutions to user accounts that are not compliant with IT policy.
• Manage and administer the filtering application. Research, test, and resolve web filtering issues. Suggest and monitor solutions to web issues. Oversee website access requests to ensure research and completion is performed in a timely and accurate manner.
• Administer the daily functions for Call Manager, Unity Voicemail, UCCX Contact Center, and Meeting Place. Ensure accuracy of the DID/extensions in use at all times.
• Administer the outsourced training for end-users. Cultivate partnerships with area vendors as needed.
• Aid in departmental procurement procedures, including research and recommendations, communication and facilitation of relationships with vendors and manufacturers.
• Ensure adequate monitoring of leased equipment and purchased multifunction printers.
• Assist the SVP of Information Technology in development and management of budgets to include monitoring of accounts and coding, actual vs. budget variance analysis, generation of reports and control.
• Assist the SVP of Information Technology in project coordination and tracking.
• Oversee the process of terminated staff and Legal Hold procedures to ensure IT policy compliance.
• Serve as a member of the Compliance Committee. Work collaboratively with committee members to identify and solve compliance issues