IT Helpdesk Sr. Manager

IT Helpdesk Sr. Manager

Job Code -  SHDM

The IT Helpdesk Sr. Manager is responsible for creating, overseeing and leading a technical support team, ensuring efficient and effective customer service, and managing all aspects of the help desk operation. This includes hiring, training, and motivating staff, developing and implementing support processes, and ensuring timely resolution of technical issues, and procuring and supporting our end point solutions. 

Responsibilities Include: 

• The IT Helpdesk Sr. Manager will be responsible for leading a team, managing service requests, and ensuring that the service desk meets the needs of the organization and its users
• Support the procurement and distribution of appropriate end point hardware to the organization
• Configure, manage, and support our VDI implementation utilizing AWS WorkSpaces and AWS ThinClient to our US based contact center team
• Manage a team of help desk professionals, ensuring effective service delivery and support
• Monitor service requests and ensure timely resolution of issues
• Develop, implement and maintain policies and procedures for handling request, prioritize issues and track resolution of issues
• Monitor and improve customer satisfaction 
• Maintain strong technical knowledge to effectively resolve common IT issues
• Provide training and support to help desk staff on new processes and tools
• Communicate effectively with team members and end-users
• Implement best practices in help desk management and IT service management

Qualifications:  

• High school diploma or equivalent; Associate’s or Bachelor's Degree in IT related area preferred
• Experience in help desk management and service desk operations
• Experience in managing VDI environments, with AWS WorkSpaces experiences a plus
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Experience with IT service management tools like Jira, PagerDuty,
• Knowledge of project management methodologies
• Certifications in ITIL, Microsoft O365, Certified Help Desk Manager a plus

HealthBridge working hours are Eastern time zone. This role can be fully remote, but preference to candidates living in the greater Grand Rapids, MI area and that are willing to be in the office 2-3 days a week.