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Helpdesk Manager

1 month ago

Philadelphia, United States CGFNS International Inc. Full time
Job DescriptionJob DescriptionDescription:

Job Type: Full-Time, Exempt

Work Location: Onsite, Philadelphia Office

Department: Information Technology-Operations

Available Work Schedule (Days & Time):


Overview

CGFNS International Inc. is seeking a qualified Helpdesk Manager to join our growing IT team. The Helpdesk Manager will manage and lead the team supporting the Helpdesk to be the single point of contact for our growing organization. The Helpdesk Manager will provide support for all employee-related issues including daily support issues, equipment requests, break/fix, application support, onboarding, and off-boarding duties. The Helpdesk Manager will ensure excellent customer service and resolve customers' technical issues in a timely manner. As the Helpdesk Manager you should have a solid technical background and excellent customer service.

Requirements:

Essential Functions and Responsibilities

  • Provide timely and accurate customer support to CGFNS organization.
  • Manage Helpdesk team including desktop support, application support, user security.
  • Help establish Helpdesk to be the single point of contact for all user related issues including onboarding, off-boarding.
  • Work closely with all IT functional and business-related areas.
  • Train and support Helpdesk technicians and application support.
  • Develop daily, weekly, and monthly reporting.
  • Managing daily activities and implement Problem management.
  • Establish best practices for self-service modules.
  • Follow up with areas of improvement to increase efficiency solving user issues.

Qualifications

Education:

  • Bachelor’s Degree in Computer Science preferred.

Experience, Skills, & Abilities:

  • 3-5 years of Helpdesk Manager experience.
  • Provide excellent customer service to our internal users regarding all customer requests and service incidents.
  • Oversee a team of help desk professionals, ensuring timely and efficient problem resolution and communication.
  • Develop self-service modules for internal customer base.
  • Set coverage and on-call schedules to ensure constant service coverage.
  • Develop and refine problem resolution processes.
  • Resolve escalated and priority issues relating to user and system downtimes.
  • Identify and diagnose issues and problems.

Physical Requirements:

About CGFNS International, Inc.

CGFNS International is an immigration neutral nonprofit organization that helps foreign educated healthcare professionals live and work in their country of choice by assessing and validating their academic and professional credentials.

We provide foreign students and healthcare professionals with a comprehensive assessment of their academic records to facilitate their successful admission to schools in the US and other countries.

We help protect migrating healthcare professionals by advocating for ethical recruitment practices and continuously monitoring the global landscape for developing trends in employment recruitment and workplace norms.

CGFNS International is an NGO in Consultative Status with the United Nations Economic and Social Council (ECOSOC), which serves as the central forum for international and social issues.

CGFNS International, Inc. is an Equal Opportunity employer committed to inclusion and diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

CGFNS International, Inc. will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.


Benefits & Compensation:

We offer competitive compensation and benefits to meet different employee needs and lifestyles. Benefits include retirement plan with a match after 1-year of service for eligible contributions, medical, dental, vision, company paid basic life insurance, short term disability, long term disability and accidental death and dismemberment insurance, employee and dependent supplemental life insurance, generous paid time off and tuition reimbursement.