IT Help Desk Manager

1 month ago


Decatur, Illinois, United States Heritage Behavioral Health Center Full time
Job Title: IT Help Desk Manager

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
Requirements:
  • 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
Education and Experience:
  • 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
Benefits:
  • 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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