Service and Support Manager

Job Description

Job Description

Company Description

Donor Network of Arizona’s mission is to make the most of life through the gift of organ and tissue donation. We challenge ourselves and others every day to realize Arizona's potential to save and improve lives. Every employee at Donor Network of Arizona is responsible for embracing the organizational culture by upholding the Donor Network of Arizona’s core values of Positive Energy, Passion, and Eagerness.

Job Description

About the Service and Support Manager

The Service and Support Manager position leads a dynamic team of service and support administrators in the support of the organizations service desk, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This individual will have a strong technical background, excellent leadership skills, and a proven history of managing technical resources in the delivery of an IT service and support function. This role will work closely with cross-functional teams to ensure our service delivery is aligned with DNA’s business objectives.

Assesses the stability and overall performance of Service and Support / Help Desk ticketing function with attention to responsiveness, prioritization, setting standards, managing access, diagnosing and troubleshoot issues / errors, optimization of service delivery and cost effectiveness.

Monitors staff and ensures competency by initiating training, coaching, counseling, or discipline identified in employee performance. Assigns tasks, responsibilities, and special projects as needed.

Manages on-call schedule and responds to needs on nights / weekends as needed.

Ensures communication in the department is effective; daily operational information, staff meetings, facilitating staff feedback and suggestions.

• This is an onsite position. Applicants must reside in Arizona
• Applicants must be authorized to work in the U.S. - Visa sponsorship is not available at this time

Requirements

Bachelor’s degree in IT, Computer Science, Information Systems, or a related field, OR equivalent IT experience in progressively complex infrastructure environments.

Knowledge of enterprise architecture, systems architecture, integration architecture and data architecture standards, frameworks, and practices.

4+ years IT Service and Support leadership experience

6+ years IT Service and Support experience

10+ years Microsoft Windows Server OS and its components experience

We Offer

Competitive salary

Annual organizational incentive program

Medical, dental & vision insurance

Paid life and long-term disability insurance.

Voluntary life insurance options

403(b) employer match and profit sharing

Tuition assistance program

Employee wellness & assistance programs

Inclusive culture – consistently recognized as a top workplace in Arizona.

Tobacco-free, drug-free workplace

Additional Information

All your information will be kept confidential according to EEO guidelines.

Donor Network of Arizona is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected characteristics as outlined by federal, state, or local laws.  All employment is based on qualifications, merit and business need. If you require a reasonable accommodation due to a disability during the application or interview process, please contact our team at hr@dnaz.org. We are committed to maintaining a drug-free workplace.