Help Desk Manager

The purpose of the Help Desk manager is to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget.
• Manage a team of Help Desk professionals, lead professionals, and supervisors/team leads.
• Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Develop and demonstrate an understanding of customer and business needs.
• Resolve escalated customer and vendor issues
• Resolve daily issues of a complex scope that impact the team and overall business objectives
• Manage Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, and administrative work
• Manage all employee laptops and cell phone set ups
• Maintain and update all hospital websites
• Perform director’s responsibilities in his or her absence
• Manage vendor relationships
• Maintain current knowledge of industry trends and potential impact on the support business.

Desired Experience
• Experience with multiple and remote site support
• Experience providing IT support in hospital environment a plus
• Demonstrated commitment to quality client support and customer satisfaction
• Strong business acumen, analytical, problem solving and leadership
• A self motivated team player who is able to work independently
• Minimum 5 years Help Desk Experience; management of team.
• General knowledge of computer and communication capabilities
• MCSE or other certification highly desirable
• Experience providing support for applications and infrastructure, e.g. e-mail, MS Office, Windows, desktops
• Experience managing Service Desk queues in a diverse environment including phone,
web, and agent alert ticket initiation
• Excellent communicator, leader, decision-maker, coordinator of critical issues and driver of solutions who excels in a fast-paced environment and provides unparalleled support to the business units
• Design and enforce request handling and escalation policies and procedures
• Responsible for desk to support to business and Engineering functions.

National Veterinary Associates, NVA, is the largest, private owner of free standing animal hospitals in the U.S. Come grow with us.

Reply to: job-h32b6-1439038940@craigslist.org