JOB SUMMARY:
The Help Desk Manager position is responsible for the timely support of end user hardware and software requests.

SCOPE OF ROLE AND RESPONSIBILITES:
Provide oversight and participation in all aspects of support. Leads the Help desk support team, first level trouble escalations, quality control, ticket analytics, and technical leadership. Provide maintenance of the end user compute environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT staff. The responsibilities will include administration and internal support of the company' s devices. Daily tasks will include but not limited to end user support, license tracking, and performing PC maintenance, upgrades and configurations.

ESSENTIAL FUNCTIONS:

• Responds to end user requests for support
• Keeps current with software updates on devices and equipment
• Implements appropriate training programs for staff.
• Provide first level support of our EMR (electronic medical record) system and portals
• Oversee, monitor and prioritize trouble tickets
• Modify configurations, utilities, software default settings, etc. for devices
• Coaching and development of support employees
• Document procedures and processes
• Ensure employees have the appropriate equipment for their job functions
• Install, test and configure devices
• Maintain an accurate inventory of all equipment, software and software licenses
• Manage all aspects of the employee account lifecycle including creation, role changes and terminations
• Improve customer service, perception and satisfaction.
• Tracking customer issues and following up to ensure resolution
• Implements and manages role based access controls
• Manages incidents and acts as escalation point
• Improve teamwork and communication
• Strives for proactive problem resolution
• Maintains acceptable turnaround times on deliverables
• Creates ticket management KPIs
• Implements processes and improvements to reduce tickets
• Automates repetitive tasks
• Create and manage knowledgebase for common support issues.
• Improves first call resolution rate.

ADDITIONAL RESPONSIBILITIES:

• Provide outstanding customer service to employees and our business partners.
• Perform other duties as assigned by supervisor
• Performs employee reviews, creates performance improvement plans.
• Maintains knowledge base of solutions for both team and user self-service
• Responsible for purchasing and maintaining inventory of end user equipment and licenses
• Visits department leaders regularly to ensure business needs are being met and implements improvements as needed
• Recommends and implements new processes and technologies to improve support functions
• Administers mobile devices and mobile device management
• Administers building controls systems
• Ensures team cross training
• Shares responsibility for incident management
• Establishes and maintains support team metrics, reports and dashboards
• Establishes and maintains SLAs
• Maintains service catalog

QUALIFICATIONS & ABILITIES:

• Have at least five years' experience supporting Windows operating systems (Windows 10) and Microsoft Office 365 applications.
• Experience in supporting mobile (tablet and smart phone) devices.
• Leadership experience and good communication skills.
• Basic knowledge of networking.
• Experience with PC, workstations, printers, switches and networking equipment.
• Good problem solving and documentation skills
• Knowledge of hardware and software installation and setup procedures.
• Demonstrated effective trouble-shooting skills, customer service-oriented approach to delivering IT solutions and a genuine " team player" attitude.
• Knowledge of current technological developments/trends in area of expertise.
• Ability to communicate with and understand the requirements of professional staff in area of specialty.
• Ability to interpret and apply guidelines and procedures.

REQUIRED EDUCATION/TRAINING AND/OR PROFESSIONAL EXPERIENCE:

• 3-5 Years' Experience managing a Helpdesk and Service Desk position.