Desktop Systems Manager - Oregon Food Bank Inc

Application Guidelines:

Applications will be accepted until the position is filled.

A cover letter is recommended for consideration.

This position is currently hybrid.

Out-of-state selected candidates will be required to relocate to the Oregon/SW Washington area within 60 days of their start date.

Who We Are:

Oregon Food Bank (OFB) believes that no one should be hungry. Our mission is to eliminate hunger and its root causes. We believe that food and health are basic human rights for all. We know that hunger is not just an individual experience; it is also a community-wide symptom of systemic barriers to employment, education, housing and health care such as systemic racism, sexism, and cissexism. That’s why we work systemically to achieve our mission to end hunger: we foster community connections to help people access nutritious food, and we build community power and strengthen networks of support and the safety net to eliminate the root causes of hunger for good.

We build community power to dismantle systems and policies that drive hunger and poverty.

Oregon Food Bank is an Equal Opportunity Employer, and we strongly encourage applications from candidates who can increase the diversity of our organization and strengthen our capacity to eliminate hunger. We believe strongly in the power of lived experience — and we actively seek individuals who have experienced hunger and its root causes to join our team. Our organization is stronger because of the leadership of people who have faced food insecurity in their own lives and/or hail from historically under-represented communities. Learn more about our commitment at oregonfoodbank.org/equity.

Who You Are:

You care deeply about community, about people experiencing hunger and hold them in the center of all that you do. You are committed to apply equity as a process and an outcome of your work to disrupt systemic social patterns that promote hunger such as racism, sexism, and cissexism. You have a strong affinity with OFB’s 10 Year Visionand are profoundly excited to achieve this vision for and with our community.

Position Summary:

As the Desktop Systems Manager (DSM) you will be responsible for the management of the Desktop Systems team, a team within the Department of Information Technology. This position supervises, supports, and ensures that team members are proficient in effective methods to research, troubleshoot, and deliver comprehensive technical solutions. The DSM oversees the readiness and maintenance of the help desk system, processes, tools, and procedures required to document, track, and resolve reported problems and requests. The DSM ensures operational service levels, standards, and the latest product and technical updates or policies are available and communicated to the team. The DSM will use project management tools and interpersonal skills to ensure that projects are completed on time and within budget.

In addition, the DSM will collaborate with other IT Department Teams: Network Support and IT Projects. The DSM is also responsible for ensuring that the Desktop Systems team maintains a positive customer experience for internal and remote customers. This includes maintaining a user-friendly IT Service Portal, customer facing knowledge base, and the development of customer satisfaction surveys/reports.

Primary Responsibilities (Essential Functions):

• Provides team leadership and management of the Desktop Systems Support team. Leads development of processes, provides training support, and performance feedback.

• Collaborates with other teams to ensure Service Levels (SLA’s) are in place and Key Performance measures are defined and agreed for Desktop Systems Support.

• Ensure that desktop support activities focus on priorities, resolution of conflicts to meet services, improvement plans, and risk remediation.

• Develop, maintain, and track key metrics to ensure sufficient coverage and maintain service standards.

• Acts as a point of escalation for unresolved or escalated needs and facilitates final problem resolution.

• Develops and maintains change processes to ensure optimum effectiveness.

• Develops and maintains processes and procedures for Desktop Systems related work or requests.

• Identify barriers, gaps and challenges to Desktop Systems support and develop solutions.

• Creates dashboards based on defined SLAs and create action plans for driving better service solutions.

• Ensures the Desktop Systems team provides responsive and empathetic support to OFB staff.

• Share technical knowledge and mentor the Desktop Support team.

• Provide guidance and facilitation for IT department processes and projects such as the annual work planning and budgeting process.

• Collaborate with the IT department director and managers on IT related projects.

• Schedule and facilitate meetings.

• Monitor & track spending and recommend adjustments to ensure the department meets budget constraints.

• Perform other related duties as assigned by the Director of Information Technology.

• Other related duties as assigned

• Organizational level responsibilities of exempt employees include:

  • To be an ambassador and a leader for OFB’s vision and mission, a cross-departmental collaborator, and an active contributor to building a movement to end hunger for good by addressing the root causes of hunger: systemic oppressions such as racism, xenophobia, sexism, and cisexism.

  • In consultation and coordination with the supervisor, actively contribute to:

    • cross-departmental efforts

    • work culture activities and programming

    • advisory and consultative groups such as the compensation committee, affinity groups, Equity Ambassadors, Equity Think Tank meetings, among others

    • plan and engage in professional development activities that strengthen your capacity for your specific role as well as your capacity to contribute and advance organizational goals, OFB’s vision and mission.

• Identify, share, engage in, and collaboratively adjust and make necessary changes to this description of duties according to the inevitable evolution of the role over time.

Skills and Experience Required:

• Deep passion for eliminating hunger and its root causes.

• 5 years experience in similar roles including Service Desk leadership.

• 2+ years of supervisory experience.

• Self-directed and the ability to thrive in a creative, responsive, diverse, and sometimes fast-paced culture.

• Disposition and willingness to innovate, problem solve, test, fail and adjust.

• Effective written and oral communications.

• Excellent interpersonal skills, ability to work independently and in teams.

• Experience leading teams in both local and remote customer focused environments.

• Experience managing 3rd party vendors to ensure alignment with contractual SLAs and OLAs.

• Proficiency with common corporate desktop technologies including:

  • Linux, Mac, and Windows operating systems

  • Active Directory, antivirus and endpoint protection tools

  • Azure, 0365 support, backup of endpoints, and basic security

• Knowledge of mobile device management and safeguarding company own data.

• Ability to learn new computer programs.

• Basic programming skills (database setup, system defaults, some software modification).

• Experience with remote access apps to troubleshoot personal computers and other devices.

• Organizational level skills and experience required for exempt employees include:

• Disposition and willingness to maximize multiple perspectives to innovate, problem solve and seek creative solutions.

• Experience in modeling intercultural competence and demonstrated commitment to equity and social justice.

• Demonstrated ability to think strategically, collaborate, take initiative, and to maintain confidentiality.

• Project coordination and organization skills; ability to manage multiple projects with attention to detail; ability to handle interruptions, and produce timely, accurate work.

• Ability to both work independently and as part of a team; comfortable working in an office environment and offsite.

• Ability to thrive in a diverse, creative, responsive, mission-driven, and fast-paced work culture.

• Experience of successful multicultural immersion working and/or living within OFB's Equity Constituencies: BIPoC, Immigrants & Refugees, Single Mothers, Trans and Gender-Non-Conforming folx.

  • Multicultural Immersion defined as: Actively integrated in one or more communities, interacting with individuals and groups, and seeking to understand the diversities within and between communities by being there and engaging in daily life activities.

Preferred Qualifications:

• Bachelor’s Degree in Information Technology, Information Systems, or a related field.

• Familiar with ITIL Methodologies (Certification Preferred).

• CompTIA Project+ Certification.

• CompTIA Security+ Certification.

• Knowledge of Cybersecurity Framework(s): NIST and or CIS v6+

• Organizational level preferred qualifications of exempt employees include:

  • Multilingual skills at a minimum professional level of proficiency or greater in English and any additional language/s, defined as being able to speak the languages with sufficient structural accuracy and vocabulary to participate effectively in most formal and informal conversations on practical and professional topics.

  • Multicultural skills of adaptation and integration are strongly preferred.

    • Adaptation is defined as the capacity to communicate and interact with people of multiple cultures, backgrounds, and styles by incorporating and adapting to the world view and perspectives of others.

    • Integration is defined as being able to “code-switch” or move in and out of one's worldview and help others understand different cultures, backgrounds, and styles to promote diversity and inclusion.

  • Commitment to continued professional development to strengthen capacity to work through an equity lens for equity and racial justice.

  • Strong capacity to consider multiple perspectives, to pivot to respond to emerging needs and lead through organizational changes.

  • Years of successful multicultural immersion either working with and/or living within one or more of OFB’s Equity Constituencies at the time of hire. An additional step for at least 10 years above minimum required of successful multicultural immersion working with and/or living within one or more of OFB’s Equity Constituencies at the time of hire.

    • Mutlicultural Immersion defined as: Actively integrated in one or more communities, interacting with individuals and groups, and seeking to understand the diversities within and between communities by being there and engaging in daily life activities.

The Fine Print:

Work environment:

Work is performed in an office environment while sitting in meetings or at a computer screen for extended periods inside and outside of Oregon Food Bank and will use computers and phones extensively.

May work outside of general working hours of 8:00 – 5:00 p.m., such as evenings and weekends, and occasional travel out of town may occur. This role requires travel/personal vehicle use /work outside normal hours.

Background Check:

This position does require a criminal background check. Criminal background checks may be required for the following reasons:

• Insurance requirement

• Third party contractual requirement/s

• A criminal record unrelated to theft, assault, or sexual violence may not make you ineligible to work at Oregon Food Bank. We actively support all our staff in developing relevant skills and capacities to improve job retention and advancement.

Inclement Weather, Service Disruptions and Disaster Response expectations:

OFB is part of the regional disaster response network and, as part of our commitment to our community, we all are expected to report to work as soon as it’s safe to do so and to respond to the disaster, emergency, inclement weather or extended service disruption as needed and as possible. Work and paid designations are described in OFB’s Inclement Weather Guidelines. At all times staff are supported to prioritize their safety and those of their dependants, families and loved ones while in communication and coordination with supervisors.

1. Exempt classification refers to employees who earn a salary rather than an hourly rate for the work they do instead of the number of hours they take to complete the task. Exempt employees are not eligible for overtime pay or minimum wage. They; 1) Supervise two or more full-time employees or four part-time employees regularly; 2) Are responsible for managing at least part of a business; 3) Play an important role in the job status of other employees, including hiring and delegating tasks; or 1) Perform office or non-manual work directly related to the business operations or management of an organization and its customers; and 2) Exercise independent judgment and discretion over important business decisions.