IS Helpdesk Manager (DH9911)

POSITION SUMMARY

The helpdesk manager leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support.

QUALIFICATIONS

• Necessary Qualifications: Bachelor’s degree in information systems, Computer Science, or related IS/Computer field; one (1) year of supervisory or lead capacity experience.
• Other Skills And Abilities: Record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers; possession of high ethical standards and no history of complaints; reliable and dependable; reports to work as scheduled without excessive absences; possession of high degree of integrity and influence with ability to contribute effectively as a member of team; proven track record of being results-oriented, customer-focused with a hands-on approach; proven ability to manage and lead personnel in a team-oriented, collaborative environment; proven track record of strong customer service orientation also interfacing with and providing guidance to business leaders; proven analytical and creative problem-solving abilities using good project management skills; highly self-motivated and directed with keen attention to detail; knowledge of operating systems such as Windows 10, 11, and Mac OS, Office 365 technologies, Information Technology Service Management (ITSM) Tools, and understanding of networking topologies; completion of and, above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewers and TCRHCC that the applicant can perform the essential functions of the job; successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job; successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job; submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading, or incomplete information, as determined by TCRHCC.

MENTAL AND PHYSICAL EFFORT

• Physical: Sit at desk for long periods of time, bend, frequently stand, walk, crouch, maintain balance, reach, and occasionally drive, climb, kneel and twist. Write legibly and use a computer terminal. Will be willing to perform on-call duties on a rotational basis. Hear and talk over the telephone and in person with others. Lift, push and pull up to 24lbs and occasionally lift push and pull over 100lbs of equipment. Have ability of far, near, and color vision, depth perception, seeing fine details, hearing normal speech, and hearing overhead pages. Have ability of simple grasping, firm grasping, and occasional fine manipulation. Manage high levels of stress, make decisions under high stress, cope with anger/fear/hostility of others in a calm way, manage altercations, concentrate, handle a high degree of flexibility, handle multiple priorities in stressful situation, work alone, demonstrate high degree of patience, adapt to shift work, and work in areas that are close and crowded.
• Environmental: Occasionally be exposed to infectious diseases, chemical agents, dust, fumes, gases, extremes in temperature or humidity, hazardous or moving equipment, and unprotected heights.

RESPONSIBILITIES

• ESSENTIAL FUNCTIONS:
• Responsible for overall performance and management of Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives.
• Support achievement of Service Center goals through oversight and interaction with assigned Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives.
• Contribute customer service information and recommendations to improve performance of Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives.
• Meet weekly with assigned Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives to review individual performance, changes in support, opportunities to improve individual Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives performance and direct coaching and/or mentoring of technicians.
• Improve customer service quality results by reviewing outcomes of such quality audits, determining necessary actions to be taken by/with related technicians and then implementing plans with individuals to improve service quality.
• Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
• Responsible for maintaining, following and ensuring Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives compliance with, detailed operational procedures.
• Provide input as it relates to managerial duties for assigned Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives, including recruitment, performance reviews, counseling and employee development.
• Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.
• Analyze trends with appropriate metrics and key performance indicators to help the team be more proactive and less reactive.
• Implement best practices and standardize service desk processes to provide exceptional customer service and deliverables.
• Schedule staff and track attendance to ensure proper workflow in the department, coordinate after hour Help Desk rotational on-call schedule and approve timecards.
• Respond to requests for technical assistance in person, with remote tools, via phone and electronically. Provide on-call support after business hours when required.
• Create and maintain technical knowledge-based documents that illustrate standard operating procedures, metrics and key performance indicators.
• Participate in business requirements gathering for technology projects and provide subject matter expertise that will support short- & long-term goals for the project.
• Troubleshoot, escalate, and/or resolve tickets within defined SLAs.
• Identify solutions for hardware, software, and network issues.
• Maintain inventory control of technology equipment and the ticketing system knowledge base.
• Strong documentation skills and ability to work independently and take initiative to proactively manage workload.
• High degree of flexibility and the ability to work in a self-directed environment.
• Strong customer service attitude and skills: team player attitude, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness.
• Prioritize and delegate tasks with attention to detail and follow-through.
• Ability to motivate a team to work together and support organizational goals.
• Meet with department heads, managers, supervisors, and others, to solicit cooperation and resolve problems of TCRHCC Systems.
• Prepare and review operational reports or project progress reports as required.
• Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs.
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
• Ensure proper PPE is worn at all times while on duty including duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece respirator or higher, if available), and eye or face shield.
• (see CDC website for most current updates)
• Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly.
• (see CDC website for most current updates)
• Complete task training for all routine cleaning and decontamination processes for all surfaces contaminated by a communicable disease to ensure a high level of patient, visitor, employee and external customer satisfaction.
• Other duties as assigned.