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Technical Helpdesk Operations Manager
2 months ago
Position: IT Helpdesk Support Coordinator Department: IT Service Desk
Employment Type: Exempt Weekly Hours: 40
Role Summary
The IT Helpdesk Support Coordinator is responsible for overseeing escalated IT support inquiries, ensuring effective communication between end users and IT personnel, and managing small to medium-scale IT initiatives. The ideal candidate will possess robust problem-solving capabilities, outstanding communication skills, and a comprehensive understanding of IT support methodologies.
“Access to Protected Health Information (PHI) and Personally Identifiable Information (PII) is limited to what is necessary for the role.”
Key Responsibilities
Escalation Oversight:
- Act as the main contact for escalated IT support issues.
- Work collaboratively with onsite IT teams, external helpdesk providers, and technical specialists to resolve complex issues efficiently.
- Manage the escalation workflow to ensure timely resolutions in line with service level agreements (SLAs).
Project Management:
- Serve as the primary coordinator for small to medium IT projects affecting business operations.
- Plan, execute, and monitor IT projects to ensure they are completed on time, within scope, and budget.
- Engage with stakeholders to collect project requirements, develop project plans, and track progress.
Effective Communication:
- Maintain transparent communication with stakeholders regarding the status of escalated issues and their resolutions.
- Prepare and present regular updates on escalation metrics and project status to IT leadership.
Technical Problem Solving:
- Investigate and troubleshoot complex technical problems, providing support and guidance to helpdesk staff.
- Design and implement solutions to prevent the recurrence of common issues.
Team Collaboration:
- Work closely with other IT team members to proactively identify and resolve systemic challenges.
- Build strong relationships with internal business leaders and various IT teams, including third-party providers, to ensure effective collaboration.
Documentation Management:
- Keep detailed records of escalated issues, resolutions, communication logs, and project documentation.
- Regularly review and update IT support documentation and knowledge base resources as necessary.
Training and Development:
- Provide training and mentorship to helpdesk staff on best practices for issue resolution, escalation protocols, and project management.
- Stay informed about industry trends and emerging technologies to improve helpdesk escalation processes and project management methodologies.
- Perform additional duties as assigned.
Minimum Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 3-5 years of experience in IT support, with at least 2 years in a supervisory or coordination role.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Proficient in IT service management (ITSM) tools and project management software.
- Able to work independently and manage multiple priorities in a dynamic environment.
Preferred Qualifications
- Experience managing enterprise-level IT projects is preferred.
- Experience with third-party IT helpdesk services is preferred.
- Relevant certifications such as ITIL, CompTIA A+, PMP, or similar are preferred.
*This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Responsibilities may change at any time with or without notice.
Working Conditions
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds occasionally.
- Willingness to travel as required for project coordination and onsite support.
Disability Accommodation
In accordance with the Americans with Disabilities Act (ADA) and other applicable laws, Zenith American Solutions is committed to providing reasonable accommodations for qualified applicants or employees with disabilities, unless such accommodations would impose an undue hardship. This policy applies to all aspects of employment, including the application process.
Zenith American Solutions
Real People. Real Solutions. National Reach. Local Expertise.
Zenith American Solutions is the largest independent Third Party Administrator in the United States, operating over 45 offices with a workforce of 1,500 professionals nationwide. Founded in 1944, we have grown through the merger of 17 national and regional Third Party Administrators, enhancing our capabilities and service offerings.
We recognize the importance of a comprehensive benefits program for our employees and their families. Our total compensation package includes health, vision, and dental coverage, a 401(k) retirement savings plan with company match, paid time off (PTO), and numerous opportunities for professional growth.
Internal Applicants:
If you meet the minimum qualifications and are interested in this position, please submit your application.
Zenith American Solutions is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, disability, gender identity, sexual orientation, age, national origin, pregnancy, parental status, veteran status, or any other basis protected by law. All employment decisions are made based on qualifications, merit, and business needs.
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