ADCS Clinics, LLC
  • 09-Jul-2018 to 07-Oct-2018 (EST)
  • Corporate - IT
  • Maitland, FL, USA
  • DOE
  • Salary
  • Full Time 31+

The Helpdesk Manager is responsible for ensuring a consistent high level of customer support and service to all employees. The Help Desk manager must ensure timely resolution of user support issues of types ranging from printing problems, permissions and access issues and including more advanced technical issues such as networking problems. The ideal Help Desk Manager will be able to clearly define both daily support goals as well as longer term support goals taking into account systemic problems that regularly occur and planning for how to alleviate them. They'll be able to identify common problems and subsequently create training and support guides, FAQ's, and a knowledge base to improve support. The ideal Help Desk manager will also be able to get hands on, both when / if support lines are busy, and when assisting their help desk specialists with more difficult technical issues that require more experience to resolve. 

Duties and responsibilities

  • Ensure staffing, processes and technology are aligned with company needs as well as industry best practices.
  • Manage resource capacity and demand, directly managing ticket prioritization and escalation to increase first call resolution
  • Encourage and participate in researching the root cause of issue categories, implementing self-service, training/coaching, and process/system improvements
  • Analyze help desk performance using metrics in helpdesk ticketing software to meet department's performance goals
  • Develop and maintain Service Level Agreements to manage expectations and build strong internal relationships with all departments and remote clinics
  • Work with external vendors for hardware and software procurement and maintain hardware and software inventories for auditing and tracking purposes
  • Engage in meetings and interactions with other IT managers/leaders to prepare for servicing new products and services
  • Learn and user multiple complex software applications, focusing on user issues to build a deep understanding of all tools in use by employees
  • Keep up to date with emerging technology to help facilitate onsite and remote support of users
  • Adherence to company policies and procedures and assist in creating new more efficient ones.
  • Provide excellent customer service.
  • Other duties as assigned

Professional                                                         

  • Project a professional manner and image
  • Adhere to ethical principles
  • Demonstrate initiative and responsibility
  • Work as a team member
  • Manage time efficiently
  • Prioritize and perform multiple tasks
  • Adapt to change

Communication

  • Recognizes and respects cultural diversity
  • Adapts communication to individuals' ability to understand
  • Uses professional telephone technique

Qualifications

  • Bachelors Degree or equivalent experience.
  • 3+ years management experience leading a technical support team.
  • Working knowledge of technical customer support function.
  • Good written and oral communication skills.
  • Ability to make effective decisions dealing with product and customer issues.
  • Ability to use a PC with knowledge of database, spreadsheet, word processing and business applications such as those included in the Microsoft Office suite.
  • Ability to make high impact decisions despite incomplete or ambiguous information.
  • Ability to build strong cross-functional relationships across the organization.
  • Strong project management skills and ability to drive results. Excellent follow-through.
  • Ability to recognize and develop great talent.
  • Ability to continually drive improvement in a manner that excites and motivates people

Physical Requirements

  • Stressful environment
  • Multi-task position
  • Repetitive hand, wrist and shoulder motion
  • Lifting up to 25 lbs. occasionally
  • Extensive reading and writing, sitting and speaking
  • Regular reaching, bending, kneeling, standing and walking required

 

 

ADCS Clinics, LLC
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