IT User Support Manager

Organization

The Leona M. and Harry B. Helmsley Charitable Trust (“Helmsley”) is a global philanthropy driven by a vision of building better futures for people by increasing access to healthcare, advancing new research and ideas, and improving the quality of everyday life. Helmsley strives to make a meaningful impact in its focus areas, matching its significant financial assets with a rigorous and results-oriented approach. Helmsley is committed to close and productive partnerships with its grantees, as well as with other funders and impact players in government, academia, and the private sector who share its interests and goals. Above all, Helmsley endeavors to be forward-thinking in every aspect of its work and will take risks that others cannot or will not take when the risk/reward trade-off warrants.

Since 2008, when Helmsley began its active grantmaking, it has committed more than $4.5 billion. For more information on Helmsley, please visit www.helmsleytrust.org.

Position Summary

The Information Technology User Support Manager will report to and work closely with the Director of Information Technology as well as Helmsley’s external Managed Service Provider (MSP). This position is responsible for the coordination, implementation, and management of the overall Helpdesk functions, including related supervisory responsibilities for managing two IT support staff. In addition to the oversight of the Helpdesk operation, the selected candidate will be responsible for mentoring and training staff, supporting A/V and conference room technology, mobile devices and VOIP management, equipment moves and setups, IT inventory management, project management, and assisting with planning and budgeting.

Essential Duties and Responsibilities

• IT Support Operations:
  • Oversee the timely resolution of IT support emails, user requests, and escalations, ensuring effective communication of issue resolutions with end-users. 
  • Implement strategies and identify opportunities to build and improve processes within the helpdesk for enhanced efficiency and increase team productivity.
  • Manage IT inventory levels and oversee equipment procurement to meet operational needs.
  • Manage and support mobile devices and VOIP.
  • Coordinate equipment moves, setups, and maintenance.
  • Manage and coordinate IT training initiatives for the support team and the wider organization.
  • Work with internal stakeholders to manage, support, and administer internal intranet, working with outside vendors as needed.
• Team Management and Strategy:
  • Oversee and manage the day-to-day activities of the IT Technicians, recruiting and training new staff as needed.
  • Work with IT leadership to plan future road maps, project plans, budgets, and initiatives.
  • Manage projects and assist with the implementation and rollout of new systems.
• Onboarding/Offboarding:
  • Ensure a smooth technical transition for employees entering and exiting the organization.
  • Maintain and update IT onboarding/offboarding documentation, training, and processes for new hires and departing staff.
• Conference Room Technology and A/V Support:
  • Oversee the management of conference room technology and audio-visual support.
  • Ensure seamless operations during meetings and presentations.
• Perform other and related duties as assigned.

Desired Qualifications

• 3+ years of experience working in a technical support role.
• 2+ years managing helpdesk or other IT staff.
• Excellent interpersonal and customer service skills, both oral and written; ability to communicate effectively and confidently across all levels in the organization.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Thorough understanding of technology, cyber security best practices, software, and hardware.
• Proficient with or able to quickly learn the software and applications used in the organization and the industry.
• Project management experience, with a demonstrated ability to take ownership of multiple complex projects from start to finish and adapt to shifting priorities.

Salary, Health, Well-being, and Living Our Mission

Helmsley is dedicated to creating stronger, healthier futures for communities in the U.S. and around the world. Our staff are subject matter experts from a range of backgrounds in basic science, global health, and precision medicine, as well as the private sector and public policy.

Helmsley colleagues are intelligent, creative, forward thinking, and strongly committed to working productively with our grantee partners. Each was drawn to Helmsley by the same opportunity: to help build this young organization into a leading global charitable institution that will drive meaningful and measurable positive change in lives throughout the U.S. and around the world for years to come.

Helmsley is committed to offering competitive and equitable compensation commensurate with experience. The targeted starting salary range for this position is $127,000 – $136,000.

Comprehensive benefits currently offered to employees (subject to change) include:

• Employer-paid medical, dental, and vision for employees and their families
• Generous 401(k) employer contribution
• Hybrid work schedule (up to two remote days a week)
• 23+ paid vacation and sick days
• 13+ paid holidays
• End of year office closure
• Summer Fridays
• Tuition reimbursement
• Personal and team professional development opportunities

Application Information

To apply for this position, please submit a cover letter and resume (in Word or PDF format), via the link https://helmsleytrust.org/about/#careers-section. If a reasonable accommodation is needed to participate in the job application process, please contact HR@helmsleytrust.org.

The position is based at Helmsley’s main office in New York City. Only those selected for an interview will be contacted. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

All persons hired must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Helmsley will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

Except when working remotely as permitted by Helmsley’s temporary hybrid work policy, the ability to work and collaborate in person with colleagues at Helmsley’s office is an essential function of this job.

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required for the position. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Helmsley provides equal employment and promotional opportunities to all employees and applicants for employment based upon individual capabilities and qualifications without regard to race, color, religion, sex, gender identity, pregnancy, sexual orientation, age, national origin, marital status, citizenship, disability, veteran status, or any other protected characteristic as established under law.