Help Desk Manager

3 weeks ago

Middletown, United States MediTelecare Full time

The company is a leading provider of behavioral health care services based in Middletown, CT. We provide world-class clinicians to patients, virtually and in-person, in long term care facilities who wouldn't otherwise have physical access to specialized care. We are looking for energetic, hard-working individuals to help the company continue to succeed.

The **Help Desk Manager** will have the crucial responsibility of leading our technical support team and ensuring the delivery of exceptional customer service while effectively resolving all technical issues. The primary objective will be to ensure the provision of high-quality technical support, which directly contributes to increased client satisfaction. By using expertise and leadership skills, this role will require the guiding of employees and providing efficient and effective solutions to our employees and valued customers. The Help Desk Manager will not only be proficient in technical matters, but also possess excellent communication skills and the ability to collaborate with different stakeholders. Additionally, this role must be dedicated to delivering exceptional customer service and driving continuous improvement for the company.

**ESSENTIAL FUNCTIONS**:
Team Management
- Build, lead and manage a team of IT support technicians (1-2 support persons), ensuring they are adequately trained and equipped to provide effective remote support to staff members.
- Delegate tasks and responsibilities to team members based on workload and skill level.
- Conduct regular performance evaluations and provide feedback to team members to ensure continuous improvement.

Technical Support Oversight
- Oversee the provision of technical support to remote staff members, ensuring timely resolution of issues related to hardware, software, network connectivity, and other IT-related problems.
- Develop and maintain standard operating procedures (SOPs) for handling IT support requests and incidents.
- Implement and manage a ticketing system to streamline support processes and track issues effectively.

Workstation Management
- Manage approximately 200 workstations, ensuring they are properly configured, maintained, and updated to meet the needs of remote staff members.

Remote Workforce Equipment Management
- Manage the provisioning of hardware and software equipment for remote staff members, including computers, mobile devices, and telecommunication tools.
- Coordinate the shipping and receiving of equipment to and from field staff, ensuring timely delivery and proper inventory management.
- Coordinate the deployment and management of hardware and software resources for remote staff members.
- Stay updated on emerging technologies and best practices in remote workforce management, recommending and implementing solutions to improve efficiency and productivity.

Implement Help Desk Ticketing System
- Implement and manage a ticketing system to streamline support processes and track issues effectively.

User Training and Education
- Develop and deliver training programs to educate remote staff members on IT policies, procedures, and best practices.
- Provide ongoing support and guidance to staff members to help them effectively utilize IT resources and troubleshoot common issues independently.

Vendor Management
- Manage relationships with third-party vendors and service providers, ensuring that service level agreements (SLAs) are met and issues are resolved in a timely manner.
- Evaluate new vendors and negotiate contracts for IT products and services as needed.

Risk Management and Compliance
- Identify and assess potential risks related to IT systems and infrastructure, implementing measures to mitigate these risks and ensure business continuity.
- Ensure compliance with regulatory requirements, such as HIPAA, and industry-specific standards for data security and privacy.

Documentation and Reporting
- Maintain accurate documentation of IT systems, configurations, and procedures, ensuring that information is up-to-date and accessible to relevant stakeholders.
- Generate reports on help desk performance, including ticket volumes, response times, and resolution rates, and use this data to identify areas for improvement.

**KNOWLEDGE, SKILLS AND ABILITIES**:

- Excellent technical, verbal and written communication skills.
- Excellent interpersonal, customer service and training skills across all job classifications and levels of knowledge
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to prioritize tasks appropriately.
- Ability to act with integrity, professionalism, and confidentiality.
- Willingness to embrace a culture of caring and kindness

**EDUCATION AND EXPERIENCE**
- Bachelor's degree or advanced degree in Computer Science
- Minimum 5 years of IT experience with at least 2 years in a supervisory role

**_ This job descripti

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