Help Desk Manager

Full Time

Orchard Park, NY, US

Salary Range: $26.00 To $33.00 Hourly

Agency Profile: Spectrum Health & Human Services respectfully partner with adults, children, and families as they recover from behavioral, emotional, mental health, and/or substance-related disorders by offering individualized and meaningful opportunities of hope, empowerment, and support to achieve self-defined improvements in their quality of life.

Full-time: 227 Thorn Avenue, Orchard Park, NY, must be located in the area to commute to Orchard Park NY

SUMMARY OF POSITION FUNCTION:

The IT Help Desk Manager's primary objective is resolving and providing remediation on all technical issues reported throughout the organization's ticketing system. The position also requires hands-on leadership and is responsible for delivering a world-class support experience for the entire organization and external partners. The HelpDesk Manager is expected to provide technical support at a granular level with all technical issues while achieving departmental overall goals and objectives. Additionally, the HelpDesk Manager must work independently with solid leadership, communication, and advance-level technical skills while leading and fostering a team to excel and exceed performance expectations.

MAJOR DUTIES AND RESPONSIBILITIES:

• Deliver frontline technical support for all employees and external partners.

• Foster positive end-user relationships, drive customer satisfaction, and team management and leadership are a must.

• Promote continuous improvement of Tier 1 support, workstation administration, and telecom delivery for all stakeholders.

• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.

• Gather and report operational metrics, accomplishments, and priorities for weekly/monthly leadership meeting(s) with Directors, VPs, and SVPs.

• Establish and implement ITILv3 Framework standards with constant goals for improvement.

• Analyze the business requirements of all departments to determine their technology requirements and needs.

• Successful delivery of services and projects supporting the business both on time and within budget.

• Escalation and resolution of software issues to the information systems/development team

• Escalation and resolution of third-party software/systems issues by the support team

• Define team goals and lead IT personnel to achieve desired results while being accountable for team performance.

SKILLS/COMPETENCIES:

• Define and implement processes and procedures for supporting all departments across the organization.

• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.

• Develop and maintain Technical Support/knowledge base. Oversee Asset Management and Inventory

• Manages the software and hardware recommended purchases for the department. This entails analysis of technology trends and recommending effective and economical solutions.

• Inspect the use of technological equipment and software to ensure functionality and efficiency.

• Identify the need for upgrades, configurations or new systems and report to upper management.

• Administration and support of unified communication, including phone system and its related applications.

• Manages and works with cross-team projects with all departments.

• Effectively leads team efforts and integrates the skills and strengths of individuals across teams for project and organizational success.

• Management reserves the right to assign or reassign duties and responsibilities at any time within the team.

• Accomplish department objectives by supervising employees and monitoring their progress and performance.

• Maintain departmental staffing by assisting with recruiting, selecting, orienting, and training employees and fostering growth opportunities.

• Conduct regular or routine check-ins with all direct reports to monitor performance, track the progress of work duties and responsibilities and discuss successes and challenges.

• Conduct annual performance evaluations for all direct reports.

• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to the organization's policies and compliance.

• Willing to accept other duties assigned as needed

EDUCATION REQUIREMENTS:

• Associate degree in business, Computer Science, or equivalent experience to meet the needs of the position.

EXPERIENCE:

• 3+ years of experience in a technical capacity with hands-on experience

• 3+ years of experience and a general understanding of the ITILv2 or later framework

• 3+ years of experience with technical hardware, intermediate to advance knowledge of software implementation.

• 3+ years of experience in a Service or Helpdesk role with root cause analysis knowledge

Must possess a valid Driver's License with a satisfactory driving record

COMPENSATION: $26.00-$33.00/hourly