Agency Profile: Spectrum Health & Human Services respectfully partner with adults, children, and families as they recover from behavioral, emotional, mental health, and/or substance-related disorders by offering individualized and meaningful opportunities of hope, empowerment, and support to achieve self-defined improvements in their quality of life.
Full-time: 227 Thorn Avenue, Orchard Park, NY, must be located in the area to commute to Orchard Park NY
SUMMARY OF POSITION FUNCTION:
The IT Help Desk Manager's primary objective is resolving and providing remediation on all technical issues reported throughout the organization's ticketing system. The position also requires hands-on leadership and is responsible for delivering a world-class support experience for the entire organization and external partners. The HelpDesk Manager is expected to provide technical support at a granular level with all technical issues while achieving departmental overall goals and objectives. Additionally, the HelpDesk Manager must work independently with solid leadership, communication, and advance-level technical skills while leading and fostering a team to excel and exceed performance expectations.
MAJOR DUTIES AND RESPONSIBILITIES:
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Deliver frontline technical support for all employees and external partners.
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Foster positive end-user relationships, drive customer satisfaction, and team management and leadership are a must.
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Promote continuous improvement of Tier 1 support, workstation administration, and telecom delivery for all stakeholders.
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Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
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Gather and report operational metrics, accomplishments, and priorities for weekly/monthly leadership meeting(s) with Directors, VPs, and SVPs.
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Establish and implement ITILv3 Framework standards with constant goals for improvement.
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Analyze the business requirements of all departments to determine their technology requirements and needs.
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Successful delivery of services and projects supporting the business both on time and within budget.
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Escalation and resolution of software issues to the information systems/development team
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Escalation and resolution of third-party software/systems issues by the support team
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Define team goals and lead IT personnel to achieve desired results while being accountable for team performance.
SKILLS/COMPETENCIES:
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Define and implement processes and procedures for supporting all departments across the organization.
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Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
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Develop and maintain Technical Support/knowledge base. Oversee Asset Management and Inventory
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Manages the software and hardware recommended purchases for the department. This entails analysis of technology trends and recommending effective and economical solutions.
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Inspect the use of technological equipment and software to ensure functionality and efficiency.
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Identify the need for upgrades, configurations or new systems and report to upper management.
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Administration and support of unified communication, including phone system and its related applications.
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Manages and works with cross-team projects with all departments.
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Effectively leads team efforts and integrates the skills and strengths of individuals across teams for project and organizational success.
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Management reserves the right to assign or reassign duties and responsibilities at any time within the team.
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Accomplish department objectives by supervising employees and monitoring their progress and performance.
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Maintain departmental staffing by assisting with recruiting, selecting, orienting, and training employees and fostering growth opportunities.
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Conduct regular or routine check-ins with all direct reports to monitor performance, track the progress of work duties and responsibilities and discuss successes and challenges.
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Conduct annual performance evaluations for all direct reports.
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Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to the organization's policies and compliance.
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Willing to accept other duties assigned as needed
EDUCATION REQUIREMENTS:
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Associate degree in business, Computer Science, or equivalent experience to meet the needs of the position.
EXPERIENCE:
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3+ years of experience in a technical capacity with hands-on experience
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3+ years of experience and a general understanding of the ITILv2 or later framework
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3+ years of experience with technical hardware, intermediate to advance knowledge of software implementation.
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3+ years of experience in a Service or Helpdesk role with root cause analysis knowledge
Must possess a valid Driver's License with a satisfactory driving record
COMPENSATION: $26.00-$33.00/hourly
