IT HelpDesk Manager

1 week ago

Omaha, United States Mosaic Full time

Join our team at Mosaic as the IT Help Desk Manager, in this role you will supervise the help desk support team. If you are a seasoned IT help desk professional with a passion for healthcare and a commitment to excellence, we invite you to apply for this key position

Essential Job Functions:

  • Responsible for hiring, training, supervising, coaching and developing staff to achieve desired results and maximize employee engagement
  • Manage all activities related to the staffing and operation of the IT help desk to include helping staff resolve technical support issues, develop processes and ensure conformity to meet service level agreements, monitor response and resolution times of the help desk staff while working proactively to improve help desk performance through development of skill requirements and job aides
  • Manage the IT training program, including development of training materials and conducting training
  • Provide support to end users on a variety of technical issues by identifying, researching and resolving technical problems to ensure timely support and customer satisfaction
  • Develop job aides for IT support staff, including best practices and processes as directed by management, and provide training to staff as required
  • Administer and research new techniques for Mosaics help desk software

EDUCATION & EXPERIENCE:

  • Bachelor of Science degree in information technology or a related field.
  • Minimum of three years help desk experience.
  • Previous training and management experience preferred.

KNOWLEDGE, SKILLS & ABILITIES:

  • Knowledge of Company policies and procedures
  • Knowledge of and ability to demonstrate Mosaics 7 Essential Practices of Leadership
  • Knowledge of Microsoft products, MS Office, Linux, LibreOffice, and helpdesk software
  • Ability to build and maintain a high functioning team
  • Understanding of key HelpDesk metrics, ability to consume and report on data
  • Ability to create training materials
  • Ability to present to and train end users
  • Ability to think critically and troubleshoot user issues
  • Ability to maintain confidentiality
  • Ability to pay attention to detail
  • Ability to communicate effectively in a courteous and professional manner
  • Ability to prioritize work and meet deadlines
  • Ability to work independently and in a team environment

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