Customer Support Operations Leader

2 weeks ago

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

Position: Help Desk Manager

The Help Desk Manager is accountable for overseeing the customer support division, ensuring the delivery of exceptional service and the resolution of technical challenges.

Key Responsibilities:

  • Lead the help desk personnel, acting as a Subject Matter Expert on user accounts, MED applications, the Remedy ticketing system, and asset management.
  • Implement a user-focused service operation in alignment with the ITIL Service Management Framework.
  • Guarantee that customer service is both prompt and precise.
  • Continuously update and maintain knowledgebase resources, including guides and templates.
  • Enhance customer support by proactively addressing inquiries, managing complaints, and following up to identify improvement opportunities.
  • Establish best practices throughout the technical support workflow.
  • Generate monthly performance reports for the help desk team.
  • Provide assistance to both office and remote users utilizing the Remedy ticketing system, escalating issues to the appropriate teams as necessary.
  • Monitor work items and project tasks 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 using Tenable, evaluate results, and address vulnerabilities to ensure system compliance.
  • Troubleshoot access issues and enforce network security policies, application security, access control, and corporate data protection while overseeing patch management.
  • Exhibit outstanding interpersonal abilities along with excellent oral and written communication skills.
  • Demonstrate strong analytical and problem-solving capabilities.
  • Possess exceptional planning and time management skills.
  • Be proficient in computer technologies and Microsoft Office applications.
  • Effectively communicate complex information in an understandable manner for users.

Qualifications:

  • Excellent 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 working knowledge of Microsoft operating systems (Windows 10) and applications (Office 2016, O365).

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

Physical Requirements: The role involves regular sitting, frequent walking, and the use of hands for tasks such as handling or feeling. Occasionally, standing is required. The employee may need to lift or move objects weighing up to 5 pounds. Specific vision abilities needed for this role include close vision, distance vision, color vision, and the ability to adjust focus.

MicroHealth, LLC is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All employment decisions are based solely on valid job requirements.

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