Help Desk Manager at Jobs for Humanity

Help Desk ManagerThis is a contract-to-hire opportunity.This is an in-office opportunity in Baltimore MD. About this position The Help Desk Manager plays a critical role in leading day-to-day IT support operations while driving long-term improvements across the service function. This leader combines hands-on technical expertise with strong people management skills to ensure the timely resolution of issues seamless end-user support and a high-quality customer experience. They will mentor and develop junior technicians strengthen service delivery processes and partner closely with Infrastructure leadership to support key technology initiatives. Job Responsibilities Lead day-to-day operations of the Help Desk team acting as a player-coach with both managerial and technical responsibilities.Provide hands-on support during escalations outages and high-priority incidentsoccasionally including off-hours support when member/customer services are impacted.Develop mentor and upskill junior team members; build structured training performance management and career progression paths.Partner closely with Infrastructure leadership during a major core systems conversion ensuring stability and continuity of service.Oversee ticketing workflows SLAs performance metrics and continuous improvement initiatives.Establish and enforce Help Desk best practices documentation standards and customer service frameworks.Collaborate cross-functionally with Infrastructure Applications and Security teams.Support long-term IT strategic planning and contribute to leadership discussions and roadmaps.Skills/Requirements 5 years of experience in IT support service desk or help desk environments.2 years of supervisory or team lead experience managing support technicians.Strong technical knowledge of Windows OS Office 365/Microsoft 365 Active Directory/Azure AD and basic networking concepts.Proven experience managing ticket queues SLAs escalations and service delivery performance.Demonstrated ability to improve help desk processes documentation and operational workflows.Track record of coaching and developing junior team members.Excellent communication skills with a strong customer service orientation.Ability to work independently and make decisions in a fast-paced environment.Willingness to provide occasional off-hours support during critical incidents.Additional Information:This position is a 6-month contract-to-hire opportunity with the intention of transitioning into a full-time leadership role based on performance.Occasional after-hours availability may be needed during critical incidents system outages or major project milestones.This role offers significant visibility with senior IT leadership and provides a clear path for long-term career growth within the infrastructure organization.Pay/Salary Range: Pay Range: $40/hourYUPRO Placement is the nations leading skills-first placement firm placing and promoting historically overlooked talent into permanent hire apprenticeship and contract job assignments. We represent clients who support skills-first inclusive hiring practices. YUPRO Placement is an equal opportunity employer.    Remote Work : NoEmployment Type : Contract Key Skills user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support Experience: years Vacancy: 1