IT Help Desk Manager

Path Medical - Orlando, FL (30+ days ago)2.3


Path Medical Centers are a chain of Chiropractic/Orthopedic and MRI Imaging offices with locations all throughout Florida. We are a growing company continuously searching for healthcare professionals with a passion for helping others. Our doctors and treatment team all share a passion for health and wellness. Fully reinstating patients to health after an accident is our common goal. With varies locations and growing, Path Medical is seeking individuals that have a desire to help others and work alongside other healthcare professionals in a fast-paced, rewarding environment.

Path Medical is seeking a Full-time IT Help Desk Manager to join our team!

About The Job:
It's the job of the Help Desk manager to ensure a consistent high level of customer support and customer service to all employees within more than 30 clinics across Florida. 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.

Job Functions:
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 Jira ServiceDesk 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
Provide on call/off peak support to all staff members and management on an as needed basis
Work with departments as needed to optimize Jira ServiceDesk workflows
Ensure efficient operation of all laptop, desktop, terminal hardware within a DaaS environment using Citrix and Windows
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
Protect confidential information by making sure protected health information is secured at all times.
Work and interact with numerous computer systems in a client-server environment.
Adherence to company policies and procedures and assist in creating new more efficient ones.
Provide excellent customer service.
Abide by HIPAA laws regarding personal medical information (PHI).
Other duties as assigned
Requires an ability to solve complex problems and be resourceful. Requires constant and frequent judgment and response; occasionally in response to technical emergencies, actual events or drills. Requires English language skills adequate for high-level written, interpersonal, and telephone communication.

Requires the ability to move quickly in response to employee needs, to stand for long periods, regular overhead and low reaching, and the ability to lift up to 50 lbs. occasionally, up to 20 lbs. frequently and/or up to 10 lbs. constantly.

Qualifications

Associates Degree in Computers Science or Technical / Vocational Training or equivalent education through experience.
Management of a Help Desk and support agents providing remote support to multiple locations within a Windows and Citrix environment.
Following certifications preferred but not required: A+, N+, MCP, MCSE

Benefits:
Offering Medical, Dental, Vision, Life, Paid Time Off, and Supplemental insurance

Equal Employment Opportunity and an E-verify employer!