The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Background/IRC Summary:  The Information Technology department supports the organization's work by providing reliable and scalable application development and infrastructure for the IRC's offices in the US and worldwide, including many technologically challenging locations.

Job Overview/Summary: Lead a dedicated team to provide excellent IT support services

Support:Provide hands-on technical assistance and guidance to end-users and team members, especially during high-priority incidents.Serve as the escalation point for complex technical issues and ensure timely resolution in collaboration with other IT teams.Ensure all service desk requests and incidents are accurately logged, categorized, prioritized, and resolved or escalated according to established SLAs.Support team members in troubleshooting technical issues, offering both immediate solutions and long-term fixes.Maintain a strong presence on the service desk to monitor live support activity and assist with active cases when needed.Deliver white-glove support to VIPs, executives, and high-priority users, ensuring exceptional responsiveness, discretion, and service quality. Process & Performance Management:Monitor and reduce incident levels through proactive management. Manage call queues and ensure timely resolution of backlogs.Monitor and assess service desk performance metrics (e.g., first call resolution, response time, customer satisfaction); communicate key insights to management and collaborators.Handle the incident and request queues, ensuring accurate ticket assignment.Conduct regular quality evaluations to maintain high support standards.Team Leadership & Development:Lead and support the team in achieving performance goals; provide regular feedback and coaching.Develop a positive team environment that encourages performance, accountability, and exceptional customer service.Communicate team objectives clearly; identify training or skill enhancement needs.Maintain scheduling, including coverage for vacations and holidays.Conduct one-on-one meetings with team members.Handle all disciplinary actions and facilitate performance reviews.Actively participate in the recruitment and onboarding of new service desk technicians.Day-to-day Activities, but not limited to:Find opportunities to improve support procedures, tools, and user satisfaction, aligning service delivery with organizational goals.Assist management in establishing, maintaining, and continuously improving operational processes, policies, and procedures.Handle complicated customer inquiries or complaints by advancing them.Address advanced technical issues and work closely with IT teams to ensure that issues are resolved quickly and effectively.Attend operational and project (ad-hoc) related scheduled meetings as required.Actively participate in technicians' recruitment process.Conduct problem meetings to research problems, identify solutions, and document those solutions.Requirements:Personal CompetenciesCapacity for Planning and Organizing.Attitude that prioritizes the needs of the customer.Self-motivated, driven by achieving goals.Adaptability: Ability to adapt to changing circumstances or environments. Show the ability to learn from experience and improve the fitness of the learner as a competitor.Ability to inspire, guide, and influence the team toward achieving goals. Superb interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization.Effective Communication skills.Capable of making informed, confident decisions, sometimes under pressure, while considering the team's input.Quick to identify and address challenges that the team may face, showing both analytical skills and creativity to find effective solutions while balancing short-term and long-term impacts.Recognizing and managing one's own emotions while understanding and responding to the emotions of team members, fostering a supportive environment.Able to manage one's own time and help the team stay on track, setting clear priorities and deadlines.Committed to developing team members' skills, and providing guidance, feedback, and support to help them reach their potential.Technical Competencies:

Academic:

Bachelor’s degree or equivalent experience in Information Technology (IT), Computer Science, Information Systems, or a related field is usually preferred.ITIL Fundamental vr4 Certification.MS 0365 Fundamentals (desirable).CompTIA A+ (desirable).HDI (Help Desk Institute) Certifications (desirable).Experience:Proficiency with Microsoft Office products, including Microsoft Word, Outlook, PowerPoint, Project, and Excel.2-4 years of Technical Support Experience. Knowledge/Training on standard methodologies or IT frameworks, such as ITIL (Information Technology Infrastructure Library).1-2 years of experience managing groups of 5+ related to the Service Desk industry.Experience with the most common critical metrics.Advanced knowledge of Active Directory, network-shared printers, and drive experiences.Demonstrating in-depth knowledge of support experience with Office 365, Security, anti-virus tools, Azure environment, and Security.Working Environment:The position will be based in the IRC NY HQ. This is a hybrid position, a combination of the remote and in-office position.Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work extended shifts, including weekends.

 

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The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct.  These are Integrity, Service, and Accountability.  In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles. 

Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.