IT Helpdesk Manager

General Summary:

Reports to the Director of Information Technology, who provides objectives, timelines, resources, and responsibilities to support the current and future needs of Gonzaba Medical Group. A non-exempt position responsible for providing technical assistance and support to employees concerning computer hardware and software problems, troubleshooting, and training.

Supervisory Responsibilities:

General Requirements:

Responsible for managing employees.

All duties performed will be done accurately and in a timely manner.

1. Manage a team of support technicians and act as a mentor and coach to team members.
2. Prepare regular reports on the Helpdesk’s performance and propose improvements.
3. Align with department leaders and other stakeholders to define Helpdesk requirements for new implementations.
4. Recruit, train, and support Helpdesk representatives and technicians.
5. Develop and implement Helpdesk policies and procedures.
6. Provide opportunities for skills expansion and career development.
7. Maintain a high level of technical knowledge and expertise, escalating more complex issues to the appropriate IT staff.
8. Act as an escalation point for severe, critical, or unique issues.
9. Ensure that all Helpdesk tickets are responded to in a timely and professional manner.
10. Assign tickets to appropriate team members based on skillset and availability.
11. Monitor ticket queues and escalate tickets as necessary.
12. Set specific customer service standards.
13. Contribute to improving customer support by actively responding to queries and handling complaints.
14. Provide customer feedback to the appropriate internal teams.
15. Maintain strict confidentiality.

Education and Training:

Bachelor’s Degree in Computer Science or Management Information Systems (MIS) preferred. Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities to effectively perform all duties and responsibilities.

Experience:

Minimum of six (6) years of experience in a customer service or technical support role.

Minimum of four (4) years of experience in a supervisory role

Minimum of four (4) years of experience implementing and supporting large networks and virtual infrastructure required.

Other Requirements:

Computer Skills: Knowledge of Word processing software, spreadsheet software, Internet, and database software. Skills in using computer/copier. Proficiency in word processing, spreadsheet, and database software. Experience with electronic medical record systems.

Work Environment: 

Works primarily in an office setting and periodically in a clinical environment. Exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment.

Mental / Physical Requirements: 

Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 25 lbs. Close vision and ability to adjust focus. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions of the job.

Additional Information:

Gonzaba Medical Group is seeking team members who contribute as A-Players, demonstrate a strong work ethic, are committed to our culture and core values.

Other Duties As Assigned:

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Team members will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  Responsibilities, knowledge, skills, abilities, and work environments may change as needs evolve.