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.

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