IT Support Operations Manager

2 weeks ago

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

Position Type: Full-Time, Exempt

Location: Onsite

Department: Information Technology - Operations

Schedule: Available Work Schedule

Position Summary

CGFNS International Inc. is in search of a skilled Helpdesk Manager to oversee our expanding IT department. The Helpdesk Manager will be responsible for leading the Helpdesk team, serving as the primary contact point for our organization. This role involves addressing all employee-related inquiries, 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 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 management.
  • Establish the Helpdesk as the central resource 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 efficiency in resolving user issues.
QualificationsEducation:
  • 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.
  • Ability to provide outstanding customer service to internal users regarding all service requests and incidents.
  • Experience overseeing a team of help desk professionals, ensuring timely and effective problem resolution.
  • Capability to develop self-service resources for the internal customer base.
  • Ability to set coverage and on-call schedules to maintain continuous service availability.
  • Experience in refining problem resolution processes.
  • Proficient in resolving escalated and high-priority issues related to user and system downtimes.
  • Strong diagnostic skills for identifying and addressing issues.
About CGFNS International, Inc.

CGFNS International is a nonprofit organization dedicated to assisting foreign-educated healthcare professionals in achieving their career aspirations in their chosen countries by validating their academic and professional credentials. We provide comprehensive assessments of academic records to facilitate successful admissions to educational institutions in the US and other nations.

Our mission includes advocating for ethical recruitment practices and continuously monitoring 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 an inclusive and diverse workplace. All qualified applicants will be considered 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 offer competitive compensation and a comprehensive benefits package tailored to meet diverse employee needs and lifestyles. Benefits include 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, generous paid time off, and tuition reimbursement.

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