Customer Support Operations Leader

2 weeks ago

Washington, Washington, D.C., United States MicroHealth, LLC Full time
Job Overview

Position: Help Desk Manager

The Help Desk Manager is accountable for steering the customer support division to deliver exceptional service and address all technical challenges. This role involves overseeing the help desk personnel, acting as a Subject Matter Expert on user accounts, MED applications, the Service Now ticketing system, and asset management.

Key Responsibilities:

  • Lead the help desk team, providing expertise on user accounts, MED applications, Remedy ticketing system, and asset management.
  • Deliver a comprehensive user-centered service following the ITIL Service Management Framework.
  • Guarantee that customer service is prompt and precise.
  • Maintain and enhance knowledgebase resources, including guides and templates.
  • Actively engage in improving customer support by addressing inquiries, managing complaints, and following up with clients to identify improvement areas.
  • Establish and implement best practices throughout the technical support workflow.
  • Generate monthly reports on the productivity of the help desk team.
  • Provide assistance to both office and remote users utilizing the Remedy ticketing system, while escalating issues to the appropriate support teams as necessary.
  • Track work items and project tasks using Azure DevOps.
  • Administer Windows Server 2019 virtual machines hosted in AWS.
  • Configure and maintain Active Directory, Group Policy Objects (GPOs), Internet Information Services (IIS), SQL Server 2019, and Windows Server Update Services (WSUS).
  • Conduct vulnerability assessments using Tenable, evaluate findings, and address vulnerabilities to ensure system compliance.
  • Troubleshoot access issues and enforce network security policies, application security, access control, and corporate data protection measures while monitoring patch management to safeguard network equipment and operating systems against vulnerabilities.

Qualifications:

  • Exceptional verbal and written communication skills with the ability to effectively interact with customers, colleagues, and management.
  • A minimum of 5 years of experience in IT customer support through a help desk or service desk model.
  • Proficient in troubleshooting a diverse range of IT issues.
  • Familiarity with ticketing systems and a solid understanding of Microsoft operating systems (Windows 10) and applications (Office 2016, O365).

Clearance Requirement: A Secret clearance is necessary for this position.

Physical Requirements: The role requires regular sitting, frequent walking, and the use of hands for various tasks. The employee may occasionally need to stand. MicroHealth, LLC is committed to ensuring equal employment opportunities and will consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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