Manager, IT Help Desk - Remote

Overview

The Manager, IT Help Desk provides oversight of the day-to-day operations of the help desk and ensures that end-users are receiving the appropriate assistance in a timely manner to deliver The MedVet Experience to our patients, clients and Referral Partners. The Manager promotes a culture that supports development of engaged and empowered team members which are located both centrally and within the field. The focus will be to boost productivity, efficiency, enhance excellence in the communication and monitoring of service levels delivered while living MedVet’s core values of Teamwork, Leadership and Compassion.

In Short

• Build and nurture positive working relationships with team and throughout the organization
• Foster relationships with key customers, infrastructure team and end-users becoming a champion of end-user satisfaction
• Develops and implements department goals, budgets, plans and standards consistent with the organization
• Gain insight from data by developing reports, metrics and KPIs
• Lead improvement initiatives to ensure goals are met
• Collaborate with all levels of the organization to work effectively including participation in strategic goal setting, budgeting, and financial management
• Lead, coach and manage multi-location team on a detail basis to improve end-user service, efficiency and technical aptitude
• Responsible for overall direction, coordination and performance evaluation of team
• Manage the day to day help desk operations by ensuring that tickets are attended to in a timely manner, escalate as appropriate and closed with proper documentation
• Directs team in recognizing, identifying, isolating and resolving client issues at the Tier 1 and Tier 2 level and escalating appropriately to the Tier 3 level as needed

Requirements

• Minimum of 5 years of directly related experience supporting help desk operations with progressive leadership experience
• 7+ years of experience of hands in a help desk technical support role
• ITIL Foundations Certification or above preferred.
• Thorough understanding of SLAs, OLAs, KPIs
• Ability to work and communicate effectively with all levels of the organization
• Strong multi-tasking, organizational and documentation skills
• Experience managing a remote employees
• Maintains a positive and respectful attitude
• Ability to think critically and logically and exercise proper judgement

Benefits

• Competitive compensation
• Full benefits package including paid time off
• Health insurance
• Dental and vision insurance
• 401K with company match