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Customer Support Operations Leader

2 months 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 exceptional service delivery and effective 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 accordance with the ITIL Service Management Framework.
  • Guarantee that customer service responses are 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 and promote best practices throughout the technical support lifecycle.
  • Generate monthly performance reports on the help desk team's efficiency.
  • Provide assistance to both office and remote users via the Remedy ticketing system, escalating issues to the appropriate teams as needed.
  • 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, analyze findings, and address compliance-related vulnerabilities.
  • Troubleshoot access issues and enforce network security protocols, application security, access control, and data protection measures while overseeing patch management.
  • Exhibit outstanding interpersonal abilities alongside superior verbal and written communication skills.
  • Demonstrate strong analytical and problem-solving capabilities.
  • Exhibit excellent organizational and time management skills.
  • Show proficiency in computer technologies and Microsoft Office applications.
  • Effectively communicate complex information in an understandable manner to users.

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 through a help desk or service desk model.
  • 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 role.


Physical Requirements:

The employee is regularly required to sit, frequently walk, and use hands for various tasks. Occasionally, the employee may need to stand. Specific vision abilities required 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 veteran status. All employment decisions are based solely on valid job requirements.

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