Development Operations Coordinator supporting fundraising and donor relations operations at Opera Philadelphia. Handling donor data integrity and providing administrative support for development activities.
About the role
- Oversee IT operations and manage daily helpdesk functions at a non-profit conservation organization. Responsible for leading technical support and improving IT processes with a focus on customer service.
Responsibilities
- Oversee daily helpdesk operations, ensuring that all user support requests are logged, prioritized, and addressed in a timely manner.
- Develop and implement processes, policies and best practices for handling IT support requests, including ticketing workflows, issue escalation, and resolution procedures.
- Monitor ticket queues and ensure that service-level agreements (SLAs) are met for response and resolution times.
- Maintain central office and satellite location networks
- Manage and coach IT Technician/s on the team
- Oversee Asset Management across the organization
- Provide exceptional customer service by resolving technical issues for employees in a timely and efficient manner.
- Serve as the primary point of contact for escalated IT support issues that require advanced troubleshooting or special attention.
- Maintain clear and effective communication with end users, ensuring they are informed throughout the support process.
- Develop and maintain user-friendly documentation, FAQs, and self-service resources to empower users to solve basic issues independently.
- Identify recurring technical issues and work with other IT teams to find long-term solutions.
- Conduct root cause analysis for frequent issues, document findings, and recommend preventive measures.
- Track and report on common support issues and escalate problems to appropriate departments when necessary.
- Proactively monitor and identify potential IT problems before they impact users.
- Prepare regular reports on helpdesk performance, including ticket volume, resolution times, and customer satisfaction metrics.
- Analyze trends in support tickets to identify opportunities for improvement in IT processes or training needs.
- Use helpdesk data to track KPIs (Key Performance Indicators) and propose solutions to improve team performance and user experience.
- Lead efforts to improve the efficiency and effectiveness of the help desk function by implementing new tools, technologies, or procedures.
- Stay up to date with industry trends and best practices in IT support and helpdesk management.
Requirements
- Minimum 2+ years of Office 365 Administration experience in a professional setting
- A strong understanding of networking concepts
- The ability to work independently
- Experience providing high quality customer service and problem solving
- Excellent communication skills
- Proven track record of process improvement
- Must have a personal form of transportation for transit to property sites as necessary
- Current authorization to work in the United States – a candidate must have such authorization by his or her first day of employment.
- A satisfactory criminal background (CORI) check.
Benefits
- Sick time: 15 days per year
- Vacation time: 20 days per year
- Holidays: 12 observed holidays, 3 floating
- Health Insurance: You are eligible to participate in the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offers additional benefits, such as fitness reimbursement and rewards for healthy habits.
- Short-Term and Long-Term Disability Insurance
- Massachusetts Paid Family Medical Leave
- Life Insurance
- 401k with 5% match after 1 year of employment
- Employee Assistance Program: Free access to a confidential service that helps employees and their communities with personal and work-related issues, such as mental health support, counseling, and financial advice.
- Reciprocity: Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions.
- Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns.
- Day of Wonder: Spend one workday per year to exploring a Trustees property
- Day of Service: Spend one workday per year to helping with a project at a Trustees property
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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