National Wildlife Federation
  • Information Technology
  • Washington, DC, USA
  • Full Time

The Strategic Business Operations (SBO) department is seeking a new position for our Information Technology team.  The IT Helpdesk Team Lead will be responsible for key areas of management, operations, and strategy. This role will manage the IT Helpdesk team work and performance, including overseeing Helpdesk incident/service request work queues and developing or re-engineering business processes that best leverage our ticket software to ensure timely attention to volume management, complex resolutions, submitter correspondence, proper criticality escalations, tracking detail consistency.  Additionally, the Team Lead will advance and support a culture of creative and positive thinking, professionalism, and respect within the IT team and for the workforce they support, acting as both an advocate for the Helpdesk personnel and a voice of the customer within IT, demonstrating an ability to communicate with clarity and educate service users possessing differing levels of technological savvy.

This position may work in the DC, HQ (Reston) office, or commute between both offices.

In this role you will:

  • Manage the Helpdesk team including regular supervision, coaching and mentoring, and provide relevant formal and informal professional development opportunities related to required technology knowledge. Set performance expectations and evaluate performance of the team.
  • Manage the team's assignments to ensure appropriate resource levels to meet coverage needs for day-to-day workload, special projects, and events or temporary efforts.
  • Evaluate and refine processes and that enhance, streamline and improve quality of service. Solicit and provide feedback to and from team members and the broader NWF community.
  • Work closely with the IT Sr. Director to contribute to, and deliver on, annual business and budget plans for the department.
  • Facilitate and participate in collaboration and knowledge transfer across SBO teams to create a well-integrated and well-informed department.
  • Be a leader in anticipating IT changes that both provide opportunities to stay modern and maintain operational excellence, and inform the IT Sr. Director of any known or potential future risks/issues that need to be mitigated before a major risk event occurs.
  • Prioritize, plan, and execute IT projects by coordinating the resource assignments, timeline, communications and documentation. Serve as a project lead, subject matter expert, or project resource as assigned within SBO or other projects and tasks.
  • Assist in educating the workforce on the Helpdesk services and abilities, and encourage utilization of formal and informal, self-guided training opportunities that empower a more confident, self-sufficient workforce.
  • Contribute to the development of organization-wide policies and policy adherence
  • Work with IT Team to deploy and maintain computer inventory.  Coordinate with Finance department the additions and deletions of computer assets.
  • If needed, serve in place of IT Sr. Director as a proxy.
  • Gain and retain knowledge of programs and business lines across NWF


  • IT Associates Degree or diploma plus additional specialized courses in Information Technology. Bachelor's degree a plus.
  • 2-3 years of Helpdesk management experience with progressive responsibilities and at least 3 years in a Helpdesk/Support role
  • Possess technology skills and hands-on experience in computer and network infrastructure, vendor relations and acquisition of computer hardware/software, and enterprise licensing agreements
  • Firm grasp of current and emerging Information Technology, knowledge of IT infrastructure, networks, LAN's, WAN's, Desktop, Tablet, handheld devices, and Telephony (VOIP).
  • Leadership: Able to direct a workgroup and make it a continuously developing team. Is personally accountable; holds others to the same
  • Results Driven: Ability to understand and focus on the most important issues; comfortable with intensity of deliverables and the need for high-level decision-making.
  • Ability to expect and seek out related professional opinions, and confidentially synthesize information and data to make knowledgeable and outcome-driven decisions
  • Influence and Collaboration skills: Ability to adapt, apply finesse, and influence others to achieve positive results
  • Technical Aptitude: Understanding and/or the ability to develop understanding of NWF's lines of business, programs, key attributes and their strategies
  • Time management skills to address a wide variety of projects and tasks simultaneously. Flexibility is also necessary to reprioritize time quickly.
  • Creative problem-solving skills: Owns problems and applies "can do" approach in navigating through ambiguous and unprecedented situations
  • Excellent verbal and written communication and presentation skills; able to work effectively with different audiences, including executives, non-technical and highly technical personnel
  • Mentoring and Coaching skills
  • Project Management and Business Process Engineering skills
  • Conflict resolution and negotiation skills
  • Advanced skills in MS Office 2013, Active Directory, Outlook, Windows7 and Windows 10 environments
  • Ability to lift equipment up to 20 lbs

There will be travel 2-3 times per year, up to 10 nights.  Candidates should have availability during off-hours for planned and unplanned priority project work and trouble-shooting.

A background check will be conducted on the selected candidate.

Interested candidates should submit both a cover letter and resume.  We offer excellent benefits, competitive compensation, and a flexible work environment.  The National Wildlife Federation is committed to building a diverse team and strongly encourages candidates from all backgrounds to apply.  If you meet more than 75% of the qualifications of this description, we encourage you to submit an application.

National Wildlife Federation
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