Help Desk Manager

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

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