Help Desk Manager

The Help Desk Manager (TX) oversees day-to-day tech support operations, community outreach, and engagement for NPower’s Community Help Desk (CHD) programs in the Texas region. This includes recruiting, training, managing, and coaching help desk apprentices to deliver quality IT support and digital literacy workshops to underserved community residents in need of digital training and resources. The Help Desk Manager will also assume an outward facing role consisting of prospecting, cultivating and securing business relationships with corporate and community partners to extend our reach and capacity to support local community residents. In alignment with our mission to help launch digital careers for underserved young adults and military veterans, the CHD will offer on-the-job training, certifications, and job opportunities to apprentices, while addressing the digital needs of the community through direct IT support.

Responsibilities

CHD Management and Operations

• Assist the CHD operations team in designing the CHD infrastructure and office operations (e.g. hardware, software, configurations, reports, policies, procedures, recruitment, trainings, supervision, and management).
• Oversee day-to-day operations to deliver quality tech support services to local communities.
• Lead the onboarding of CHD trainees to serve as apprentices (e.g. review resumes, interview/select candidates, train, manage and mentor apprentices throughout the apprenticeship period).
• Prepare and deliver digital resources and trainings needed to execute a fully functional help desk operation.
• Prepare apprentices for certification exams in the help desk curriculum (e.g. Zendesk CX Certification, DOL IT Generalist, and others).
• Flexibility to teach digital literacy, help desk, or other courses to trainees as needed.
• Train and oversee CHD volunteers offering mentorship, coaching, and customer service delivery to apprentices. Track and report volunteer hours and activities.
• Track, monitor, and report on service delivery KPIs and performance metrics for internal/external stakeholders.
• Assist with meeting Service Level Agreements (SLAs) for customer service delivery.

CHD Partnership Engagement

• Prospect, engage, cultivate, and secure partnerships with corporate/community entities through events, meetings, and convenings in support of growing and sustaining the CHD.
• Work with the regional executive team to strategize in building partnership engagement opportunities.
• Promote the CHD through outreach/marketing strategies, with online/offline content to showcase CHD services.
• Plan and deliver info sessions using CHD collateral, presentations, demos, case studies, and resources to build partnership engagement constituent base.
• Develop apprenticeship case studies and success stories for marketing and promotional purposes.
• Represent NPower at events that support brand goals/strategies and engagement of key constituents.
• Provide a physical/virtual leadership presence to represent NPower CHD activities, plans, and partnerships.
• Carry out administrative and management tasks as delegated by leadership.

Candidate Qualifications:

• 3-5+ years professional experience in managing IT Call Center Operations, client facing activities including service delivery, SLAs, business operations, project management, volunteer engagement and/or sales & marketing.
• 2+ years of post-vocational/technical training in computer science, data processing operations, information technology, management information systems, network/ telecommunications systems, and one year of experience either in installing and using software applications/operating data processing systems, or in instructing others in the use of these applications or systems.
• 3-5+ years professional experience in strategic partnership development and community engagement with corporate and community-based entities supporting non-profit organizations (e.g. community outreach, volunteerism, business cultivation, fundraising).
• Detail oriented with strong management, organization, communication, problem solving, troubleshooting, analytical, presentation skills and written/verbal communication with excellent attention to follow through.
• Provide excellent customer support and professional communications with stakeholders, customers/end-users.
• Experience managing teams and projects from inception to completion.
• Customer service and support practices, concepts, and standards used for providing end user support of technical solutions to a wide variety of users and customers.
• Knowledge of Information Technology Infrastructure Library (ITIL) Service Management concepts, Service Management, Process Improvement.
• Advanced knowledge in the technical support of computers, printers, networking, mobile devices, software applications, peripherals, and administrative services.
• Ability to diagnose and troubleshoot issues and offer viable working solutions.
• Read, interpret, and apply detailed technical instructions to deliver solutions.
• Develop and implement efficiencies within systems to improve processes and procedures.
• Ability to conduct analyze data and report metrics using Zendesk, Excel, and other reporting/analysis tools.
• Ability to work as a team player with internal/external stakeholders (Board Leaders, Executives, Staff, Trainees/Alumni).
• Sense of urgency and belief that building technology skills with partners can have dramatic impacts on our trainees, alumni and the communities we support.

Preference given to individuals who demonstrate

• Self-starter disposition: able to take on projects or initiatives, decompose into parts, prioritize and get results
• Ability to create clear and effective corporate communications for direct reports and executives
• Ability to understand and effectively communicate complex information to different audiences
• Experience with youth development, workforce/career development trainings and job placement programs
• Sense of urgency, passion, and comfort with entrepreneurial situations
• Experience in the technology or non-profit industry (preferred)
• Ability to work well in a highly collaborative and dynamic environment requiring flexibility, consensus building skills and comfort with ambiguity
• Ability to work effectively within the MSOffice suite of tools, and have demonstrative experience with Zendesk administration

NPower is an equal opportunity employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique