End-User Support Service Manager at Catholic Charities in Timonium, Maryland

Job Description:

Catholic Charities, the largest private non-profit provider of human services in Maryland, has a diverse, equitable and inclusive environment of 2,000 employees. We serve children and families, people living in poverty, individuals with intellectual disabilities, the immigrant community, and seniors.  Year after year named as a Baltimore Top Workplace, we offer great benefits, generous paid time off, and provide career opportunities where you can make meaningful differences in the lives of others as we fulfill our mission to love, serve, teach and work for justice.

We are currently looking for an IT End-User Support Services Manager.

Hours: Monday - Friday: 8:30am - 4:30pm

The End-User Support Services Manager provide direction and operational management for the Agency's end-user computing environment. This position is charged with supervising a small staff of IT End-User Support Analysts and provides oversight and planning for services provided by End-User Support. This position is accountable for building an effective, cohesive team that meets the end-user computing support needs of Agency end-users.

IT End-User Support Services Manager Responsibilities:

• Work with IT management to evaluate and define overall desktop management strategy including end-user device solution, end point management solution, overall end-user hardware and software management process, and support requirements to meet end-user compute requirements, maximize service levels, and minimize total cost of ownership.


• Integrate best practices and evolving technologies such as traditional PC desktop/laptop technology, thin client technology, VDI, and overall Enterprise Mobility Management to define and improve overall end-user compute solution.


• Ensure overall Asset Lifecycle Management solution including but not limited to: Desktop solution support including coordination with 3rd party helpdesk/desktop support vendor; Execution of end-user asset refresh plans; Inventory management, reporting, and audit.


• Define, plan, implement, and monitor service quality and efficiency improvement processes and projects.


• Provide oversight and escalation point-of-contact for 3rd party service desk and internal staff related to desktop and service desk issues.


• Manage and direct the work of others (1-4), including recruiting new hires, onboarding new staff, and conducting performance reviews.


• Perform other duties as assigned.

This position will require the following:

• BS or equivalent degree from an accredited college in Information Technology or related field..


• Three years of hands on infrastructure and operations delivery experience.


• Technical knowledge of desktop solutions including sourcing, provisioning, configuration, imaging, etc.; Experience with Thin Clients or VDI.


• Experience with planning and implementation of end point management solutions, and desktop/laptop/mobile devices.


• HIPAA and PII and encryption solution experience.


• Experience working with 3rd party vendors including VARs and outsourced help desk.


• Experience with full system lifecycle projects including requirements definition, design, configuration, testing, deployment, and support.


• Experience supervising teams of 2 or more people, a plus.


• Experienced in managing cross-functional systems projects involving multiple technical areas.

We offer a wide range of benefits to meet the ever-changing needs of our employees including but not limited to:

• Health/Dental/Vision


• Vacation/sick/holiday pay


• 403(b) Retirement Plan with a discretionary employer contribution 

Join Catholic Charities of Baltimore where you will be an important member of an trauma-informed care organization that promotes a culture of safety, empowerment, healing and self-care, and that believes that every person has infinite worth and promise.

Catholic Charities is an equal opportunity employer

See job description