Manager, Network & Desktop Support

The Manager of Network & Desktop Support ensures the reliable operation of ADLM’s technical infrastructure and delivers exceptional support to staff. This role serves as the primary point of contact for technical issues, overseeing resolution processes, managing vendor relationships, and driving continuous improvement in IT services. Key responsibilities include supervising the Managed Service Provider (MSP), enforcing cybersecurity protocols, leading technical projects, and maintaining IT documentation and training programs.

Key Responsibilities

• Provide responsive and professional technical support to all ADLM employees.
• Manage the helpdesk ticketing system: prioritize, triage, meet service-level agreements (SLAs), and maintain clear communication throughout issue resolution.
• Support infrastructure systems including computers, servers, networks, AV equipment, and other assigned technologies.
• Monitor and evaluate MSP and infrastructure vendors to ensure compliance with contractual obligations and SLAs.
• Enforce cybersecurity policies, including network security, access controls, and data protection protocols.
• Maintain detailed documentation of systems, networks, and standard operating procedures (SOPs), including incident response and disaster recovery plans.
• Coordinate third-party cybersecurity assessments every two years and implement recommended improvements.
• Monitor monthly Payment Card Industry (PCI) security scans and conduct vendor security assessments as needed.
• Recommend and support Azure infrastructure and hybrid IT strategies to enhance employee experience.
• Identify and implement improvements to IT systems, processes, and network configurations to boost efficiency and security.
• Lead technical projects, ensuring alignment with scope, schedule, and budget using ADLM’s project management tools.
• Collaborate with IT and cross-functional teams to inform the design and prioritization of digital solutions.
• Provide technical support for ADLM events and hybrid meetings as needed.
• Maintain and deliver employee training programs to optimize use of ADLM systems.
• Manage IT onboarding and offboarding processes, including orientation and end-user training.
• Maintain accurate inventories of hardware, software, AV equipment, mobile devices, and peripherals. Oversee MSP-led hardware replacement schedules.
• Assist in developing the annual IT budget and manage procurement of hardware/software within budget constraints.

• Bachelor’s degree in Computer Science or related field from an accredited institution, or equivalent technical certifications with 5+ years of hands-on IT and network support experience. 
• Minimum 2 years of direct experience with Microsoft Servers, Azure, Office 365 administration, and troubleshooting Windows, macOS, and PCs. 
• Skilled in problem definition, data collection, and drawing valid conclusions. 
• Strong understanding of network security, desktop technologies, and infrastructure systems. 
• Proven ability to work effectively with staff and vendors to resolve technical issues. 
• Excellent customer service and interpersonal communication skills.
• Hands-on experience with:

1.      Office 365 administration
2.      DNS and TCP/IP networking
3.      Zoom or other teleconferencing solutions.
4.      Remote support software (i.e. RMM) 
5.      Microsoft Windows 
6.      Microsoft Windows Server 
7.      MacOS 
8.      Microsoft Office productivity suite
9.      Microsoft SharePoint/OneDrive
10.      DNS administration
11.      Active Directory
12.     Microsoft Azure environment and other hosting environments
13.     VPN administration preferably Pulse Secure
14.     KnowBe4 Security Awareness Training Program or similar program
15.     Citrix ShareFile
16.     Adobe Creative Cloud
17.     VOIP phone system administration
18.     VMware
19.     Veeam backup software
20.     Help desk tracking software preferably Freshdesk

ADLM is dedicated to building a team of professionals that is as diverse as our members. ADLM is proud to be an Equal Opportunity Employer.

ADLM cares about its employees, and offers a benefit package designed to attract, reward, and retain talented individuals who are committed to excellence in everything they do.  To learn more about our benefits, go to:  https://www.myADLM.org/career-center/careers-at-ADLM 

ADLM currently is working a hybrid office schedule with staff coming into the office two days a week with the ability to work remotely from home up to three days a week