What are the responsibilities and job description for the Help Desk Manager position at Conexess Group?
Our history:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200 individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work.
The Technical Support Manager reports directly to the Vice President of IT. This role is responsible for providing the vision and direction to the Technical Support department in a way that supports the corporate goals, mission and vision. The role's responsibilities include the following:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200 individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work.
The Technical Support Manager reports directly to the Vice President of IT. This role is responsible for providing the vision and direction to the Technical Support department in a way that supports the corporate goals, mission and vision. The role's responsibilities include the following:
- Lead, mentor and develop the Technical Support team, fostering a culture of accountability, quality and continuous learning.
- Provide high quality support by addressing inbound client questions and concerns associated with our software to include clearly defining client needs and document client information and nature of problem or issue.
- Demonstrate a high level of understanding of the technical aspects of our products, and documentation.
- Prioritize and escalate support issues as necessary and confer with other teams and departments on escalated client issues.
- Ensure staff responsiveness and ensure client issues are managed in accordance to defined service level agreements (SLA's).
- Manage and provide after-hours support to clients in accordance with their SLA.
- Develop and provide reporting and evaluation of technical support metrics including time to resolution, call volumes, and client satisfaction reports on a consistent basis.
- Develop and maintain SOPs, work instructions, and training documentation for technical support processes and hold the team accountable for consistent adherence to these standards.
- Manage knowledge base content to promote client self-service and consistent internal documentation.
- 5 years of experience in technical support for complex software systems, preferably in healthcare
- 2 years in a leadership or management role with direct people management responsibilities.
- Strong working knowledge of software troubleshooting, networking fundamentals, SQL databases, and Windows server environments.
- Proven ability to promote and deliver high standards of customer service.
- Ability to articulate technical information to non-technical audiences both oral and written.
- Analytical problem-solving skills with a demonstrated ability to manage multiple priorities concurrently and function in a fast-paced environment.
- Ability to understand new technologies quickly.
- A working knowledge of software documentation from both a user and developer perspective.