Remote IT Help Desk Manager - Healthcare Industry

Our client, a Managed Service Provider whose clients are in the Healthcare Industry is looking for a highly skilled, Remote IT Help Desk Manager.  The Remote IT Help Desk Manager’s role is to oversee all help desk staff and ensure that end-users are receiving exceptional service and support. This includes managing all processes and procedures related to the identification, prioritization, and resolution of incidents.  Excellent benefits and compensation package.  Totally remote - work from home!

Minimum Requirements:  4 years working for a Managed Service Provider (MSP) as an IT Help Desk Manager managing a remote staff of IT Support Technicians.  Candidates working within an MSP environment and servicing clients in the Healthcare industry will excelerate through the recruitment process.

The Remote IT Help Desk Manager is responsible for aligning service desk operations with best practices and ensuring high levels of customer service quality and availability. This individual will develop, implement, and assess policies and procedures to ensure consistent customer experience and timely results. The Manager is responsible for staff capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Manager will contribute to escalated problem resolution by giving support to end users when necessary.

This position requires significant IT Helpdesk experience, a strong technical background, and exceptional organizational skills. You will be responsible for ensuring that the helpdesk technical team is delivering the best customer service in our industry. You are the one that keeps quality, timeliness, and excellence at the forefront.

Responsibilities:

• Plan, prioritize, and schedule help desk activities to ensure maximum issue resolutions in minimum time and within the SLA
• Provide exceptional leadership and mentoring to members assigned to your team to continually improve customerservice skills and technical ability
• Analyze help desk activities and develop tools and process improvements to optimize service and staff performance
• Work with team to manage work priorities, remove roadblocks and provide constructive feedback
• Maintain, update, and create technical support and end-user support documentation
• Oversee technical escalation issues. Develop an escalation process and policy
• Ensure that all service tickets are prioritized, assigned, and addressed in a timely manner, following established SLA’s
• Monitor team schedules and ensure the department always has coverage
• Shapes culture of the team through action, presence, and reinforcement of behaviors
• Escalate service requests that cannot be scheduled within agreed service levels and monitor those escalations to ensure they are resolved within the SLA
• Develop and regularly publish analytics to measure department productivity and customer satisfaction
• Implement and enforce desktop system standards and security policies under the direction of management
• Ability to partner with other business and technology teams across the organization to deliver effective solutions
• Analyze system and user-generated support requests to document root causes
• Develop service delivery processes and procedures to gain efficiencies and improve the quality of solutions
• Ensure 100% of the Help Desk team’stime/efforts is documented with time entries on service tickets according to daily time-entry policies
• Continuously monitor client satisfaction

• Bachelor’s degree in computer science or a minimum of 5 years applicable work experience
• Minimum of 4 years applicable management experience in a managed services provider environment
• Proven work experience as an IT Help Desk Manager
• Experience with escalation management coupled with the ability to work cross-functionally to ensure our customers achieve success
• Highly motivated, self-managed, & driven; ability to work effectively when unsupervised
• Demonstrated understanding of monitoring and escalation procedures, and help desk management including SLA creation, and report creation
• Solid technical background with an ability to give instructions to a non-technical audience
• Stellar written and verbal communications skill
• Customer-service oriented with a problem-solving attitude
• Team management experience
• Expert with IT management documentation
• Experience successfully managing remote team members
• Have an instinctual attitude of “whatever it takes” to help us always make customers happy, day or night, weekend, or holiday. Some after-hours/weekend work will be required

Preferred:

• Healthcare IT experience
• CCNA - networking level
• Citrix
• Professional IT Certifications, such as MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, CCNP, CCIE, or VMware VCP

If you feel you have the necessary qualifications please forward your resume and state what you would require on an annual salary basis.