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IT Support Operations Manager

2 months ago

Philadelphia, Pennsylvania, United States CGFNS International Inc. Full time
Job Overview

Position Type: Full-Time, Exempt

Location: Onsite

Department: Information Technology - Operations

Role Summary

CGFNS International Inc. is looking for a skilled Helpdesk Manager to oversee our expanding IT department. The Helpdesk Manager will be responsible for leading the support team, ensuring it serves as the primary contact point for all technical inquiries within the organization. This role involves addressing employee-related concerns, including daily support requests, equipment procurement, troubleshooting, application assistance, and managing onboarding and off-boarding processes. The ideal candidate will possess a robust technical foundation and demonstrate exceptional customer service skills.

Key Responsibilities

  • Deliver prompt and precise support to the CGFNS organization.
  • Supervise the Helpdesk team, encompassing desktop support, application assistance, and user security.
  • Establish the Helpdesk as the central point for all user-related inquiries, including onboarding and off-boarding.
  • Collaborate closely with various IT functions and business units.
  • Train and mentor Helpdesk technicians and application support staff.
  • Generate daily, weekly, and monthly performance reports.
  • Oversee daily operations and implement effective problem management strategies.
  • Develop best practices for self-service options.
  • Identify areas for improvement to enhance the efficiency of resolving user issues.

Qualifications

Education:

  • Bachelor's Degree in Computer Science or a related field is preferred.

Experience, Skills, & Abilities:

  • 3-5 years of experience in a Helpdesk Manager role.
  • Exhibit excellent customer service to internal users regarding all requests and service incidents.
  • Manage a team of help desk professionals, ensuring timely and effective resolution of issues.
  • Develop self-service resources for the internal customer base.
  • Establish coverage and on-call schedules to guarantee continuous service availability.
  • Refine processes for problem resolution.
  • Address escalated and high-priority issues related to user and system downtimes.
  • Diagnose and identify issues effectively.

About CGFNS International, Inc.

CGFNS International is a nonprofit organization that supports foreign-educated healthcare professionals in their pursuit of opportunities in their desired countries by validating their academic and professional credentials. We assist international students and healthcare professionals with comprehensive assessments of their academic records to facilitate their successful admission to educational institutions in the US and beyond.

We advocate for ethical recruitment practices to protect migrating healthcare professionals and continuously monitor global trends in employment recruitment and workplace standards.

CGFNS International holds Consultative Status with the United Nations Economic and Social Council (ECOSOC), serving as a central forum for international and social issues.

CGFNS International, Inc. is an Equal Opportunity employer committed to fostering 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 laws.

Benefits & Compensation:

We provide competitive compensation and a range of benefits to accommodate diverse employee needs and lifestyles. Our benefits package includes a retirement plan with matching contributions after one year of service, medical, dental, and vision coverage, company-paid basic life insurance, short-term and long-term disability insurance, and generous paid time off, along with tuition reimbursement opportunities.