Technology Support Manager

Hillel International

Role Overview

This role is responsible for managing the day-to-day operations of Hillel International’s help desk, ensuring the delivery of high-quality support services to end users. This role involves improving customer service by following industry best practices and improving the help desk's operational and technical configuration. In addition, this role delivers Tier 1 support for common technical issues and supports training, adoption, and quality assurance for new technology solutions. The position is completely remote with occasional travel to the Washington, DC headquarters and other locations as required for conferences or collaboration. Working hours must be primarily in the Eastern Time Zone and candidates must be authorized to work in the United States.

What You’ll Do

Help Desk Management

• Triage and manage help desk technical support and end-user training.
• Configure and optimize the help desk system (Service Cloud) to improve customer service.
• Develop and monitor help desk analytics to drive continuous improvement.

User Assistance, Training, Adoption, and Satisfaction

• Provide Tier 1 support for common user applications including Slack, Microsoft 365, and Google Workspace.
• Troubleshoot access issues and permissions in Okta and Salesforce.
• Support cybersecurity awareness program.
• Support end-users custom data reports.
• Create and publish user-facing software guides and training materials to the organizational Extranet and Learning Management System.
• Maintain relevant documentation for the technical team.

Technical Development Support

• Support the collection of end-user and technical requirements for new solutions.
• Create project documentation.
• Support and execute quality assurance testing.
• Create and publish guides and training materials related to the new solution.

What You’ll Bring to the Job

• Bachelors’ Degree required

Current Hillel Professionals who are well-networked and connected are encouraged to apply!

Who You Are 

• 3-5 years of experience managing and delivering technical customer support. 
• Outstanding customer service skills.
• Translating tech-speak into user-friendly language.
• Experience serving as a resource when users have questions, both for on-site and remote staff.
• Experience with customer support systems like Service Cloud, Freshdesk, Jira, or ZenDesk. Service Cloud experience desirable.
• Experience creating reports and dashboards. Desirable: Experience creating Salesforce reports and dashboards.
• Working knowledge of Salesforce Nonprofit Success Pack is desirable.
• Experience in a nonprofit environment is desirable.
• Fluency in English is required.
• Comfort working in a multi-time-zone setting that leverages cloud-based platforms for work activities and communications, including Slack.

What You’ll Receive

• Competitive salary in the nonprofit marketplace. The salary range for this role is $75,000- $95,000.
• A comprehensive benefits package, including health insurance, retirement plan, Life, AD&D, and Long Term Disability (LTD) insurance, Flexible Spending accounts, generous vacation/sick time, and parental leave.
• Great professional development, mentoring, and skill-building opportunities.

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