IT Service Desk Manager
Department: IT Service Desk
Employment Type: Full Time
Location: Plano, TX
Reporting To: John McGurk
Compensation: $75,000 – $90,000 / year
Description
HealthComp is looking for a highly motivated and experienced IT Help Desk Manager to join our team. In this role, you will be responsible for leading and managing our help desk team, providing technical support to our users, and ensuring the smooth operation of our IT infrastructure. If you have excellent technical skills, strong customer service experience, and at least 5 years of IT help desk support experience, then this may the perfect role for you!
Key Responsibilities
- Lead and manage the day-to-day operations of the IT help desk, including staff supervision, task allocation, and performance assessment.
- Offer technical guidance and assistance to help desk team members, ensuring timely and effective resolution of issues.
- Collaborate with IT leadership to develop and implement help desk policies, procedures, and best practices tailored to the healthcare insurance sector.
- Cultivate a customer-centric culture within the help desk team, emphasizing professionalism, responsiveness, and empathy in all interactions.
- Monitor and analyze help desk metrics and performance indicators to identify trends, areas for improvement, and opportunities to enhance support services.
- Coordinate with other IT teams to escalate and resolve complex technical issues, ensuring seamless support throughout the organization.
- Maintain a comprehensive knowledge base and documentation of common issues, solutions, and troubleshooting steps.
- Design and conduct training programs to enhance the technical skills of staff members and improve first-level issue resolution.
- Stay up-to-date with industry trends and advancements in healthcare insurance and IT to proactively address challenges and seize opportunities.
- Develop and implement new processes and procedures to improve the efficiency and effectiveness of the help desk
Skills, Knowledge & Expertise
- Bachelor’s degree in Computer Science, Information Technology or a related field
- 5+ years of experience in IT help desk support with at least 2 years of management
- Strong technical skills, including troubleshooting, problem solving, and networking
- Excellent customer service skills
- Ability to work independently and as part of a team
- Strong communication and interpersonal skills
- Ability to work under pressure and meet deadlines
Benefits
- Competitive Salary with opportunity for advancement
- Flexible paid time off policy to support a healthy work-life environment
- Full offering of health and wellness benefits for you and your family
- Company paid life insurance and disability plan
- 401K plan with company matching