Technical Help Desk Manager

Job Summary
As the Help Desk Manager, you will be responsible for the strategic design, development, sustainment and continuous improvement of the help desk offering to Conexus clients as well as the internal support to the Conexus employees. This offering will be a combination of internal capabilities and resources as well as tightly integrated strategic partnerships. This role would be responsible for not only the current offering, but also design and develop further enhancements and capabilities to include 24x7 support, coordination of services and support for domestic and foreign customers, as well as development and enhancement of existing and future support channels to complement a remote support engagement model.

Primary Responsibilities

• Understand market needs and competitive intelligence and ensure Conexus' offering is competitive
• Ensure help desk operations comply with industry regulations, company policies, and data security standards
• Monitoring and reporting of contracted and internal SLA's and KPI's
• Assess department's needs and then plan and execute on training/development and performance management strategies
• Manage service level agreements, KPI's & relationships with strategic partners
• For perspective customers, represent department's capabilities during business development presentations when appropriate
• For existing customers, represent department's capabilities and performance during customer meetings when appropriate
• Tight integration and coordination of help desk and our strategic partners who provides hardware service and support
• Direct supervision of help desk team
• Coordination and integration of global resources or partners, when appropriate
• Define service objectives and requirements in addition to customer expectations in order help Conexus meet or exceed those expectations.
• Ensure that resource requirements needed to support contracted service levels are in place.
• Help Conexus organization identify and understand where additional support is required (people, process, technologies) in order to drive continuous improvement initiatives.
• Coordinate the on-going efforts of operations to meet required levels of service.
• Ensure high standards and consistency for the Conexus customer experience.
• Proactively anticipate risks, problems and complications; and formulate solutions so as not to impede service delivery.
• Continuous evaluation of customer ecosystem to determine if incremental solutions or changes to existing solutions are required.

Requirements

• Bachelor's degree from an accredited college or university in Computer Science, Information Technology, or related field
• 10+ years of experience with increasing responsibility including at least 5 years in a leadership or managerial role in the help desk space (Managing global or multi-location support teams a definite plus)
• Hands on experience with ticketing systems (e.g. Service Now and Zendesk)
• Relevant Industry Certifications (O365, Azur, Sharepoint a plus, COMPTIA a strong preference)
• Strong understanding of desktop support, networking, cloud services, and remote support tools in a remote work environment
• Knowledge of Mobile Device Management (InTune)Hardware (Gold images and/or Troubleshooting)
• Ability to dynamically organize and prioritize multiple initiatives and deliverables simultaneously
• Demonstrated ability to think creatively and strategically when providing support service and solving problems
• Understanding of life-sciences field engagement business model and associated technical support needs strongly preferred (CRM, Salesforce, Reporting & Analytics, etc)
• Excellent interpersonal skills and ability to communicate effectively with both technical and non-technical individuals
• Understanding functions and needs of life-sciences field based roles (Contact Center, Sales, Nurses, MSL's, Market Access)
• Leadership/Management skills and experience

Contact
Phil Portantino, Human Resources Representative

Candidate must be willing to submit to a background check. Any prospective offer will be contingent upon completing a successful background screening.