IT Help Desk Manager
1 month ago
Heritage Behavioral Health Center is seeking a highly skilled IT Help Desk Manager to lead our technical support team in providing exceptional customer service and resolving technical issues.
Job Summary:The IT Help Desk Manager is responsible for overseeing the day-to-day activities of the help desk staff, setting high customer service standards, and establishing best practices throughout the technical support process.
Key Responsibilities:- Manage the help desk team and evaluate their performance
- Hire, train, and support help desk technicians
- Contribute to improving customer support by responding to queries and handling complaints
- Develop daily, weekly, and monthly reports on the help desk team's productivity and provide customer feedback
- Work with other departments to identify and procure software
- Stay up-to-date on emerging products, services, protocols, and standards
- Work with vendors on technologies and to resolve adaptation issues
- Strong leadership and customer service skills
- Excellent interpersonal skills
- Ability to handle conflict and adapt to new things
- Ability to work within a team-based environment
- Excellent written and verbal communication skills
- Solid technical background with an ability to give instructions to a non-technical audience
- Bachelor's degree in Computer Science, Information Technology, or related computer field
- Hands-on experience with help desk and remote software
- A valid driver's license, reliable means of transportation, and proof of automobile insurance are required
- Generous vacation, sick, and personal leave
- Wellness days - 26 days per year (every other Friday off paid)
- Paid holidays - 9 in 2024
- Health Club/Fitness Reimbursement
- Employee Assistance Program
- Continuing education opportunities
- Tuition assistance program
- Agency-provided life insurance and short-term disability policies
- Retirement plans (401k and Roth)
- Optional insurance benefits, including health, dental, vision, flex spending accounts (healthcare, dependent care), and additional life insurance
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