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Technical Support Team Leader

2 months ago

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

Position: Help Desk Manager

The Help Desk Manager is tasked with steering the customer support division to deliver exceptional service and effectively resolve technical challenges.

Key Responsibilities:

  • Oversee the help desk personnel, acting as a Subject Matter Expert on user accounts, MED applications, Remedy ticketing system, and asset management.
  • Implement a user-focused service operation adhering to the ITIL Service Management Framework.
  • Guarantee prompt and precise customer service.
  • Maintain and enhance knowledgebase resources, including guides and templates.
  • Proactively enhance customer support by addressing inquiries, managing complaints, and following up to identify improvement opportunities.
  • Establish best practices throughout the technical support workflow.
  • Generate monthly reports detailing the help desk team's performance.
  • Provide assistance to both office and remote users utilizing the Remedy ticketing system, escalating issues to the appropriate teams as necessary.
  • Track project tasks and work items using Azure DevOps.
  • Administer Windows Server 2019 virtual machines hosted in AWS.
  • Configure and manage Active Directory, Group Policy Objects (GPOs), Internet Information Services (IIS), SQL Server 2019, and Windows Server Update Services (WSUS).
  • Conduct vulnerability assessments via Tenable, evaluate results, and address vulnerabilities to ensure system compliance.
  • Troubleshoot access issues and enforce network security protocols, application security, access control, and corporate data protection, while overseeing patch management to safeguard against vulnerabilities.
  • Exhibit outstanding interpersonal skills along with superior oral and written communication abilities.
  • Demonstrate strong analytical and problem-solving capabilities.
  • Exhibit excellent planning and time management skills.
  • Possess proficiency in computer technology and Microsoft Office applications.
  • Effectively communicate complex information in an understandable manner for users.

Qualifications:

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

Security Clearance: A Secret clearance is required for this position.


Physical Requirements:
While performing the duties of this role, the employee is regularly required to sit, frequently walk, use hands for various tasks, reach with hands and arms, and communicate verbally. Occasionally, the employee may need to stand. MicroHealth 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 veteran status.

Company Overview:
At MicroHealth, we assist agencies in addressing their most critical IT challenges. We focus on supporting federal partners within the dynamic federal health IT sector. Our work includes aiding the Army in providing medical simulation training to enhance battlefield care and facilitating healthcare providers at the Department of Defense and Veterans Affairs in accessing electronic data for quicker, informed patient care decisions.

MicroHealth is a Service-Disabled Veteran Owned Business (SDVOSB) and Small Business Administration (8a) firm.