Help Desk Manager

Help Desk Manager

Vacancy expired!

Position Summary
The IT Manager – Support Operations primary responsibility is lead team members that provide the HUB of IT Support Operations for Physicians, Clinical, and business operations staff. IT Support Operations includes, but not limited to the following team functions: Tier 1 and 2 support for all IT related questions, issues, and escalations, coordinating the deployment of devices and new employee setup, Network operations monitoring, and Cybersecurity operations monitoring.
Looking for an individual that is excited about working for a company that is growing with a great culture and will be an example of living the Core Values: Highest Expectations in Quality, Excellence through Innovation, Accountability through Ownership, Resilience without Compromise, Teamwork with Results.
Work Schedule
Forty plus hours per week, Monday through Friday. From time-to-time the number of hours per week may vary to meet and project deadlines and weekend work will be necessary to support stakeholders.
Qualifications/Specifications

• Education: High School Diploma, GED or equivalent combination of education and experience is required. Bachelor’s degree is preferred.

• Licensure: None required.

• Experience:
• 10+ years performing IT (Software, Network, Servers, Cloud, Development, Cybersecurity) related work experience
• At least three (3) years of previous experience as a team lead, coordinator, manager required;

• Essential Technical/Motor Skills: Experience with Ticket Tracking – ITSM tools, Active Directory, DNS, DHCP, and Group Policy. Microsoft Windows server and client administration O365, Microsoft Teams, VMware, VDI. Networking (TCP/P, LAN/WAN, Wireless, Firewalls, etc.).

• Interpersonal Skills: Able to interact in a culturally diverse environment and participate and respond in a collaborative, professional manner.

• Essential Physical Requirements: Able to lift, position and transport computer and telecommunication equipment and peripherals; majority of time standing and walking.

• Essential Cognitive Abilities: Able to read, write and comprehend instructions at a college level.

• Essential Sensory Requirements: Able to troubleshoot, evaluate and repair computers and telecommunications systems and peripherals using audible and visual indications.

• Exposure to Hazards: Exposure to blood borne pathogens, high ambient noise (between 85 and 105 decibels) and colder temperatures (between 50 and 60 degrees Fahrenheit).

• Other: Understands the mission and vision of the hospital. Operates within the concept of patient focused care. Evolves into an effective team member. Must adhere to dress code; good grooming and personal hygiene habits; and strict adherence to attendance policies. Maintains knowledge of and conforms to hospital policies and procedures.

Primary Duties

Lead Tier 1 and Tier 2 IT Support Operations team + vendor/partners to ensure the effective resolution of customer service requests, incidents, calls and interactions while always maintaining a high level of customer satisfaction.

Recruit, train and support team members

Provide technical assistance and support for incoming requests and issues related to the enterprise IT ecosystem

Utilize the ITSM ticketing system to track, route and escalate problems to the correct resources.

Define IT Support Operations KPIs focused on SLA commitments and produce monthly and quarterly dashboards outlining ticket trends

Review ticket trends and proactively seek out innovative solutions to lower tickets and improve stakeholder value

Identify continuous improvement focus areas and projects / initiatives.

Project Manage new initiatives

Facilitate gathering Root Cause Analysis on issues to prevent future issues

Ensure that stakeholders receive timely updates on incidents.

Create and maintain documentation, guidelines, and procedures for repeatability and quality

Prioritize and manage escalations, plus rally team members for

Build relationships with internal stakeholders, listen to needs and challenges, provide feedback and follow through on problem resolution.

Create and maintain a culture of 5 star service for our stakeholders

Perform other tasks as assigned.

Key Relationships

Maintains positive relationships with internal customers. Is effective in interacting with others and problem-solving.

Maintains positive relationships with external customers. Is effective in interacting with others and problem-solving.

Proactive in meeting customer’s needs. Responds promptly to customer needs or requests.

Keeps Director informed of problems and recommends solutions.

Participates in education/development of peers and other staff.

Initiative

Develops specific work plans and due dates.

Follows through on planned assignments within assigned timeframes.

Effectively prioritizes assignments.

Demonstrates a willingness to accept extra assignments.

Adjusts to change, work pressures or different situations without undue stress.

Demonstrates skill in developing improvements in work methods.

Effective in cost control and resource utilization.

Professionalism

Adheres to dress code, conduct and attendance policies.

Accepts both positive and negative constructive feedback.

Attends at least 80% of in-services and departmental meetings.

Demonstrates a supportive/positive attitude toward the hospital and fellow employees – is a positive team member.

Expresses self in an organized, comprehensive, articulate and concise manner.