17 days old

User Services Manager

National Kidney Foundation
New York, NY 10016
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The User Services Manager works with the User Services Team in delivering timely and effective technology support to NKF staff related to desktop, laptop, hardware, and software issues, as well as providing general user guidance and troubleshooting.


  • Resolves and tracks incoming user requests for technical assistance with hardware, software, networking, and other computer-related issues, troubleshooting common support/help desk issues, escalating more complex issues to appropriate staff.
  • Monitors and responds timely and effectively to requests received through the IT helpdesk and tickets assigned in Salesforce.
  • Assists with the setup of new workstations and laptops including installing operating systems, applications, and hardware components.
  • Prepares equipment (laptops, desktops, boardroom peripherals, etc.) for employee travel, meetings, and training sessions, etc.
  • Packages and ships appropriate equipment independently to assigned staff and locations.
  • Manages onboarding orientation of new hires.
  • Oversees active Directory Management, setup and support.
  • Manages Zoom platform for staff, consisting of new account setups, upgrades, webinar support and troubleshooting.
  • Participates in IT department project meetings to trouble shoot IT resolutions and analysis.
  • Performs additional duties as required.


  • Bachelors degree from an accredited college/university and minimum three years equivalent technical work experience required (e.g. help desk, hardware repair, I.T. user services).
  • Must exhibit a high degree of flexibility and efficiency, and maintain effectiveness under pressure.
  • Must be able to perform physical activity such as but not limited to, lifting computers, peripheral equipment, supplies, etc.
  • Ability to work under minimum supervision and to adopt new skills.
  • Excellent verbal communication, organization and interpersonal skills required as well as the ability to convey technical information in a non-technical way.
  • Must be comfortable interacting with all levels of staff and volunteers.
  • Must be able to competently identify, record, and track hardware and software problems, communicating complex issues to appropriate staff for further determination.
  • Strong troubleshooting skills required including remote/phone support.
  • Must be proficient in Microsoft Office 365, Windows 7 & 10, MAC OSX.
  • Basic knowledge of Windows Active Directory.
  • Troubleshooting printer problems as well as printer management.
  • Fundamental networking knowledge preferred.


At the National Kidney Foundation diversity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to kidney health and kidney disease prevention. It is the policy of NKF to provide equality of employment opportunity regardless of race, creed, color, qualified handicap or disability, national origin, religion, marital status, sexual orientation, age, gender, political affiliation or veteran status, or any other factor or reason prohibited by relevant local, state, and federal fair employment laws.

The Equal Employment Opportunity policy will apply to all employment practices of NKF including, but not limited to: recruitment, hiring, promotion, training, compensation, benefits, layoffs, transfers, and discipline. Implementation of the Equal Employment Opportunity policy is the shared responsibility of the management of NKF.


Posted: 2021-04-29 Expires: 2021-05-31

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User Services Manager

National Kidney Foundation
New York, NY 10016

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