Customer Support Operations Leader

1 week ago

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

Position: Help Desk Manager

The Help Desk Manager is tasked with overseeing the customer support division to ensure the delivery of exceptional service and the resolution of technical challenges. This role involves managing the help desk personnel, acting as a Subject Matter Expert on user accounts, MED applications, and the Service Now ticketing system, as well as asset management.

Key Responsibilities:

  • Lead the help desk team, providing expertise on user accounts, MED applications, and ticketing systems.
  • Implement a user-centered service operation in alignment with the ITIL Service Management Framework.
  • Guarantee timely and accurate customer service.
  • Regularly update and maintain knowledgebase resources, including guides and templates.
  • Enhance customer support by addressing inquiries, managing complaints, and following up to identify improvement areas.
  • Establish and uphold best practices throughout the technical support workflow.
  • Generate monthly performance reports for the help desk team.
  • Support both office and remote users via the ticketing system, escalating issues to appropriate teams as needed.
  • Monitor work items and project tasks using Azure DevOps.
  • Administer Windows Server 2019 virtual machines hosted in AWS.
  • Configure and maintain Active Directory, Group Policy Objects (GPOs), Internet Information Services (IIS), SQL Server 2019, and Windows Server Update Services (WSUS).
  • Conduct vulnerability assessments using Tenable, analyze results, and address vulnerabilities for compliance.
  • Troubleshoot access issues and enforce network security policies, application security, access control, and data protection measures.

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 within a help desk or service desk environment.
  • Proven experience in troubleshooting a diverse range of IT issues.
  • Familiarity with ticketing systems and a solid understanding of Microsoft operating systems (Windows 10) and applications (Office 2016, O365).

Clearance Requirement: A Secret clearance is necessary for this position.

Physical Requirements: The role requires the employee to sit regularly, walk frequently, and use hands for various tasks. The employee may occasionally need to stand. MicroHealth, LLC is committed to diversity and inclusion in the workplace, ensuring that all employment decisions are based solely on valid job requirements.

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